Well, it is an error claim if it's delivered to you as the account holding institution. Depending on the timing of the claim, you may have to adhere to the error-resolution time constraints and notice requirements in section 1005.11. If she didn't make the deadline for filing under 1005.11, you still have to make a determination under 1005.6 as to whether the transaction was authorized, and respond to that claim. If you've determined that she authorized the transaction under Regulation E, make your notification, which should be in writing, close the claim file and move on.
Consider whether you want to retain her as a cardholder/depositor.
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John S. Burnett
BankersOnline.com
Fighting for Compliance since 1976
Bankers' Threads User #8