I provide sample letters for Reg E that carry you through the investigation and provisional credit. But I share with my participants.
http://calendar.bollearningconnect.com/main.php?view=event&eventid=1316017044138Suffice it to say describe the facts, who, what, when, where and why plus the disposition of your provisional credit, if applicable. It won't help you on this claim, but maybe you can join us in October.