We classify our card disputes by catagory..Reg E disputes and Visa disputes. Most are very easy to classify...customer ordered boots, returned them but never got her money back...Visa dispute. Counterfeit card being used up and down the west coast...Reg E. Occassionally, however, we get one that is a little bit trickier to classify and if you ask 10 different people their opinions on the matter, they will be split 50/50. Thought I'd come to the authority for assistance!!
Customer calls a company and gives them her debit card number and authorizes a debit to her account. Customer claims that while she was on the phone with the company she was asked if she would like to establish recurring payments. She states she told the company no, but later discovers they are automatically debiting her via her Visa card. Would this qualify as a Reg E dispute because she states she did not authorize it, or a Visa dispute because she did, in fact, conduct business with this company and gave them her card number? My gut tells me it would be a Reg E dispute, but I attended a webinar some time ago that I would almost swear said just the opposite.
Now, please let me make it VERY clear that we handle all of these disputes according to our obligations under Reg E and/or our Visa agreement, so I am not asking because the answer would in any way impact our handling of the dispute. It is really more in determining how we classify it to satisfy our own internal procedures. Thanks!!