I agree with Brian, but also recognize that if this person wanted their money, they'd call you back.
I recommend you get the details you can. Ensure you call/write to the customer at the correct number/address. Document what you want, ask it in a certified letter, make the calls, and make your determination within the 10/45 day requirements based on what you have. If the consumer doesn't respond, technically that isn't required, but it did influence my decision. If you deny it based on what you do have, clearly offer to reopen the claim even though you don't have to, if they have more info.
My opinions are not necessarily my employers.
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell