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#1801677 - 04/04/13 08:52 PM First it was authorized, now its not
sonny Offline
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Have a customer who came in to dispute a debit card transaction. When I started the investigation, I found that our Falcon-fraud dept had contacted her a week earlier about the same charge. At that point, the charge was blocked. She verified the charge as valid and the card was unblocked. Then this week the company tried again and got an authorization.
I got her on the phone with the company and they verified the e-mail address as belonging to her husband. Adult website.
I want to deny the claim based on the fact that she had earlier said the transaction was valid and had she not said that the card would have been closed. will this fly?

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eBanking / Technology
#1801710 - 04/04/13 10:19 PM Re: First it was authorized, now its not sonny
rlcarey Online
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Sounds like a pretty good reason to me to deny the claim.
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#1801718 - 04/05/13 01:52 AM Re: First it was authorized, now its not sonny
BrianC Offline
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In other words, the customer was called and asked, did you authorize a charge at XYZ.com (or XXX.com as the case might be) for 19.99. "I dunno, let me check with my husband. Honey...did you use my debit card for $19.99?" "Yes, dear, it's fine."

Then she sees the charge hit the account a week later, does some more research, and then after filing for divorce files a claim with you.

(OK, I exaggerate, but you get my point.) I agree with Randy.
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#1801730 - 04/05/13 12:31 PM Re: First it was authorized, now its not sonny
Andy_Z Offline
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Help me out, is this a recurring charge or was it a one-time event?

"Then this week the company tried again and got an authorization."

The charge that was approved over the phone was an authorized charge - no dispute there. But a subsequent charge is not necessarily authorized just because it was approved a week before. What's the basis for the charge?
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#1801794 - 04/05/13 01:42 PM Re: First it was authorized, now its not sonny
John Burnett Offline
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I'm reading the scenario to say that the Falcon system blocked the original attempt. Then, after the woman said the charge was OK, the merchant resubmitted the charge. If that's not the case, Sonny, let us know.
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#1801981 - 04/05/13 04:49 PM Re: First it was authorized, now its not sonny
sonny Offline
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Yes John, you are correct. they had blocked the original transaction. When I got the customer on a call with the merchant they indicated that it was for a subscription that had not been cancelled. you know how one question leads to another and it came out about the adult website.

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#1802179 - 04/05/13 08:18 PM Re: First it was authorized, now its not sonny
Andy_Z Offline
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Then it's an approved transaction.
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My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell

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#1802180 - 04/05/13 08:20 PM Re: First it was authorized, now its not sonny
John Burnett Offline
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Agreed. I also agree there will be some 'splainin' going on at home. Just sayin'.
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#1802207 - 04/05/13 08:55 PM Re: First it was authorized, now its not sonny
sonny Offline
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Thank you all for the help.

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