I'd like to piggyback off this one. We have a Fraud Center that will contact cardholders if a transaction is outside of normal based on rules, etc.
Our fraud center called a customer who never answered. Text alerts are sent, phone calls, and finally a letter. He never responded to anything. All the transactions were small dollar amounts so the card was never automatically shut off. The card was used are normal day to day places like Walmart, restaurants, gas stations. The only thing that triggered the call was it was outside of his normal location. Us as the bank even tried to contact him but no answer, etc so we figured he was traveling for work.
The card has been used for a month with charges total $4000. A large transaction went through that triggered another call and he answered and then hung up. That transaction stopped the card. He called the next day and said he didn't do the transactions.
In this case, do we have to give provisional credit? The weird thing is the card has not been used in his normal town since the card started being used out of state. His past statements show him using his card as his main source of payment.