Just had a customer go into a branch and file a Reg E claim for some debit card transactions she claimed she did not do. These were PIN based transactions at merchants near to where she lived and she claims to have had her card in her possesion the entire time. Her card was one we identified as being used at Target during the window of compromise and we had notified her about it and that we were replacing her card. When I talked to the branch, they were almost expecting this customer to come in because of past dealings with her. We are contemplating asking her to file a police report. Any other advice?

If the merchants are local have them review their video footage to see who conducted the transactions.

Just remember that if the cardholder refuses to file the requested report, you cannot deny the claim solely on that basis. Also, if you have had past dealings...maybe its time to not give this customer another card?