I'm curious how other FIs are handling POS disputes with merchants. Our operations department has a Dispute Form that they ask the customer to sign in order for the merchant to release transaction information. Under Reg E we can't require the consumer to sign anything, just notify us with enough information to investigate the dispute. Is it true the FI cannot get information from the merchant without this form being signed by the cardholder?
Thanks-

No. While in some cases VISA/MC require a signed form in order to file a chargeback, no customer letter or signature is required to file a retrieval request. Although you do not receive credit from the merchant on a retrieval request the way that you do when filing a chargeback, at least you compel the merchant to provide documentation to aid in your investigation. Also note that for many chargeback reasons, VISA/MasterCard accept "issuer certification" in lieu of a cardholder letter. However, some processors have been slow in accepting usage of these VISA/MC certification forms because it means altering their chargeback procedures.

Thank you Brian!