Regulation E allows you to require that the consumer put the barest minimum of information in writing as a condition of providing provisional credit. But it does not permit you to refuse to process her error complaint even if it's only made orally. Other than that, I agree with BSA guy's suggestion that you attempt to get video or photo evidence of whether or not your customer participated in or benefited from the withdrawals (and not reissue a card).
John S. Burnett
Fighting for Compliance since 1976
Bankers' Threads User #8