I'm trying to consolidate all of our letters and eliminate the need to have on for each type of dispute.
We currently have a standard template for Fraud/unauthorized claims and also one for Non fraud claims. What are the letter requirements for other Reg E related claims - Cancelled Services, Incorrect Amount, Paid by other means, debit card billed twice, etc. Just curious if we would have to use the same verbiage we do for fraud claims or if we can make a generic statement. (see below)
This is what we use for Fraud Claims
On DATE, you filed a claim that there were debits from your account, which were unauthorized. This letter is to inform you that on DATE, your account XXX was given a provisional credit in the amount of $XX. This is a temporary credit provided to you until we have completed our investigation of your claim.
This non fraud claims:
On DATE, you filed a claim that you paid for merchandise/services not received. This letter is to inform you that on DATE, your account XXX was given a provisional credit in the amount of $XX. This is a temporary credit provided to you until we have completed our investigation of your claim.
Would it be sufficient if we take the non fraud and all of the other reg e related claims (excluding fraud) and use this verbiage?
This letter is to inform you that on DATE, we received a MasterCard dispute claim regarding transactions on your account in the total amount of $XX. On DATE, your account XXX was given a provisional credit in the amount of $XX. This is a temporary credit provided to you until we have completed our investigation of your claim.
Your expert knowledge is much appreciated.
Thanks
Tammi