At one time I was told that if your FI's policy requires a signed dispute that you must investigate but are not required to provide provisional credit if they have not signed. Is the statement about crediting the customer after we have investigated and if we determine that it is fraud - then we provide the credit regardless of whether the customer has signed?
To add to what Randy and Brian said: If you disclose that you require a written statement and they don't provide it, you don't have to give provisional credit. You are, however, required to provide final
credit if your investigation concludes they are correct.
Adam Witmer, CRCM
All statements are my opinion, not those of my employer, and should not be taken as legal advice.www.compliancecohort.com