Although I believe you should have well-defined policy in place in this area, I respectfully disagree with Kirchman's alleged statement. A "problem" customer can, in fact, be one you want to get rid of. Just define what sorts of "problems" you won't accept in your policy.
Do make sure, however, that you don't deny someone credit based on their abuse of Regulation E's error resolution requirements. That would be a Regulation B violation.
John S. Burnett
Fighting for Compliance since 1976
Bankers' Threads User #8