Good afternoon. I have a customer filing a dispute close to $2,000 on a Casino X app. She is claiming that she has tried to contact them to resolve the issue but has been unsuccessful. This customer is filing the dispute as I did authorize the transactions but did not receive the expected services. In a letter that she provided to the bank, the expected services are that the app keeps on crashing and freezing and when this happens, it eats her points and takes her money away. At times, the app will provide her some diamond (chips) but not always. My question to you is, does this type of dispute still fall under Reg E and are we required to issue her the provisional credit within the 10 days knowing that it is something she approved and knowing that she continued to make purchases to this vendor knowing that the app was not "properly working"

It is not a Regulation E issue - the charges were authorized.

Comparable to: "The air conditioner I bought with my debit card doesn't work."