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#1809165 - 04/29/13 10:18 PM Error Resolution - Timely notice NOT given
Sunshine_101 Offline
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Sunshine_101
Joined: May 2005
Posts: 127
Rarely have had this happen so it's strange to think that we are not required to do anything for this customer. Scenario; Customer goes to non-proprietary ATM 12/24/2012 to withdraw 200, does not receive money from the ATM. Customer disputes this transaction today 4/29/2013, are we still required to allow them to dispute the transaction even though the 60 day timeframe has passed? I am not sure what to do and any help the BOLers can give would be greatly appreciated!:)

Thanks in advance!
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#1810273 - 05/02/13 04:46 PM Re: Error Resolution - Timely notice NOT given Sunshine_101
Zer0 Offline
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Zer0
Joined: Apr 2013
Posts: 79
I checked with a few contacts (compliance, dep ops) and it sounds like it may be too late to dispute the transaction.
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#1810373 - 05/02/13 06:23 PM Re: Error Resolution - Timely notice NOT given Sunshine_101
BrianC Offline
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Joined: Nov 2004
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Illinois
I concur...if the transaction(s) were unauthorized, you would be obligated to follow the liability schedule of 1005.6. However, since this transaction does not fall under 1005.6, and timely notice was not given, you are not obligated to follow the investigation requirements of 1005.11.
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#1810470 - 05/02/13 08:06 PM Re: Error Resolution - Timely notice NOT given Sunshine_101
John Burnett Offline
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Cape Cod
A little piece of my brain is telling me you ought to see if there is anything you can do for this guy in the name of customer service. Then reason kicks in and says he's irresponsible in not contacting you a long time ago.
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#1810492 - 05/02/13 08:47 PM Re: Error Resolution - Timely notice NOT given Sunshine_101
Zer0 Offline
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Zer0
Joined: Apr 2013
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Our Dep Ops said they could still attempt it, but said if we were to go through with it, let the customer know that it is certainly not a guarantee.
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#1810504 - 05/02/13 09:07 PM Re: Error Resolution - Timely notice NOT given Sunshine_101
John Burnett Offline
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John Burnett
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Cape Cod
What it may boil down to is whatever your ATM network rules say. When I was working that detail a few years back, once in a long while I'd find a bank that had beautiful records of every machine overage and error code that would take the time to look back to see if they had the $200, even when network rules said they didn't have to go back more than 60 days. But I imagine it's very rare indeed to find such a shop these days.
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