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#2272669 - 07/12/22 04:26 PM Reg E and Non Fraud sample letters
tserbin Offline
Junior Member
Joined: Sep 2017
Posts: 27
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

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eBanking / Technology
#2272670 - 07/12/22 04:27 PM Re: Reg E and Non Fraud sample letters tserbin
tserbin Offline
Junior Member
Joined: Sep 2017
Posts: 27
Originally Posted by tserbin
I'm trying to consolidate all of our letters and eliminate the need to have one* for each type of dispute.

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#2272673 - 07/12/22 04:41 PM Re: Reg E and Non Fraud sample letters tserbin
BrianC Offline
Power Poster
BrianC
Joined: Nov 2004
Posts: 6,685
Illinois
Reg E doesn't mandate language for how you communicate that you have provided provisional credit. It simiply says you must notify the consumer within two business days of providing provisional credit. How you communicate this is a business decision. A couple of basic options.

We received your claim of an electronic funds transfer error... (Reg E)

We received your Mastercard debit card dispute... (Non-Reg E)

Be careful with fraud/non-fraud terminaology. Reg E 1005.11(a) covers many more scenarios than just fraud. Also, for non-Reg E claims, Mastercard does not require provisional credit so it is a business decision whether or not you provide it in those circumstances.
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