does the cardholder's inquiry require the financial institution to have dispute form completed by the cardholder
First, Reg E never requires that a customer submit a claim in writing. The Bank may elect to require written confirmation as it can withhold provisional credit if it doesn't receive written confirmation by the 10th business day. However, since the bank has already identified what happened and has taken steps to address with its vendor, this comment from 1005.11(b) may be of interest to you.
5. Discovery of error by institution. The error resolution procedures of this section apply when a notice of error is received from the consumer, and not when the financial institution itself discovers and corrects an error.
Remember that as part of your corrective action you must credit customers for lost interest due to late ATM deposits and refund any overdraft fees, minimum balance fees, etc. that they incurred as a result of the late deposit or duplicate postings. You may have a lot of manual work ahead of you depending on how your core handles backdated transactions.
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