It's very likely that, although the card carries the Visa logo, the transaction was routed through some other network such as NYCE or another of the regionals that offer PIN POS. If that is the case, Visa rules won't apply at all, and all you're left with is Regulation E. And that would mean that you'd only be required to address an error claim as defined in section 1005.11(a)(1), which lists the seven error types.
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John S. Burnett
BankersOnline.com
Fighting for Compliance since 1976
Bankers' Threads User #8