We have a customer who wants to dispute about $27,000 in cash app transactions. He originally said he was in the hospital from February 3 or 4th thru April 4th. He said he gave his brother his debit card to pay some bills but his nephew racked up all of these Cash App transactions and he didnt authorize them. He said he noticed some of the transactions on February 1st before he went in the hosp but disregarded it. When we looked at the account activity we can see he has been to our ATM's and even cashed checks OTC while he was in the hospital- we have the photos to prove this. Once confronted with that he said he was in and out of the hospital here and there. We mentioned there were a ton of logins to OLB and he said he did look but again, didnt report. What are our obligations here as far as provisional credit? His story keeps changing and he insists he cant get anyone at Cash App (he does have his own account with them and has used it previously) to help. Thanks in advance to any help on this one!

In order to properly calculate customer liability under 1005.6, and to determine the applicability of provisional credit under 1005.11, we need to know the date of the first unauthorized charge and the date of the statement on which that unauthorized charge occurred.

Your determination on whether or not the customer is entitled to reimbursement is based solely on whether the customer, or someone acting with the customer authorized the transactions and/or the customer benefited from the transactions which still requires that you investigate to make this determination.

The account was opened on 1-15, first transaction for cash app was 2/1 (which he said he saw these) and the statement would've cut on 2/21.

Thanks Brian!