Before refunding a dime, the first step is it do you best to investigate the claim. If you determine that you will reimburse the customer, you only need rebate fees that would not have occurred if the disputed charge had not posted. It may take some time, but go back to the 2011 charge and start with the account balance just before the charge posted. Then add & subtract all account activity. Any fees that would not have occurred, don't deduct. If any items would have created overdrafts even without the disputed charge posting, then those fees do not have to be rebated. Also, on any disputed chatges for which the customer is liable, fees resulting from those charges need not be rebated.
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