No, it is not OK to go beyond the timeline to pay provisional credits. At issue here is did grandma place a claim, or inquire about the nature of transaction that she wanted to review? If it is the former, it's a violation, if it's the latter she is now identifying why she believes there are errors and the bank needs to begin it's investigation.
I don't disagree with Rocky's comments so long as the bank WILL actually do this. And more than once I heard back, "I hope something will get thru to him this time, so go for it."
A problem you may now have is if you are looking for video evidence, it may have been recorded over.
My opinions are not necessarily my employers.
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell