Looking for assistance on a Reg E claim.
Customer notified bank in October about a number of unauthorized charges to a hotel using their debit card. After contacting the bank, we closed the card so no further charges could occur. Customer indicated a one-night stay was authorized, subsequent charges occurred, and customer knows the person staying at the hotel. (Customer made the reservation for a friend) Customer informed bank that they would work with their friend and the hotel on the charges, so no further action needed by the Bank, and the claim was withdrawn. We did not conduct any investigation on our own, as this occurred with a couple days of bank notification.
Almost 60 days later, the customer reasserts the claim that the charges were not authorized. Customer is within the 60 day window of the statement on which the first transaction appeared.
I believe we need to investigate this claim?