Customer claims that 2 transactions were not his. First transaction was ATM withdrawal and second transaction was inside business. Provisional credit was given to customer. Bank personnel spoke to business and management informed bank that ALL credit/debit card purchases are checked against driver's license. Bank requested a copy of the charge slip. Signature on charge slip definitely looks like customer signature. Bank is going to debit customer account and contact customer with the news. This is the first time we have encountered this situation. Is there anything else we have to do? Thanks for information.

You'll want to look at §1005.11(d). If you determine that no error occurred you must provide a written explanation and allow them to request the documents you used.


The institution's report of the results of its investigation shall include a written explanation of the institution's findings and shall note the consumer's right to request the documents that the institution relied on in making its determination. Upon request, the institution shall promptly provide copies of the documents.

You also have to honor that much money for 5 business days.