We have a customer that wants to appeal our decision on a Reg E claim investigation we completed. We provided the customer with a letter stating our conclusion and the fact that they can receive any documentation used in our investigation to come to our conclusion. Do we have to re-open or re-look at this case or can we simply provide them with what documents we used to come to our decision and leave it at that?

No - not once a decision has actually been made.

1005.11(e) Reassertion of error. A financial institution that has fully complied with the error resolution requirements has no further responsibilities under this section should the consumer later reassert the same error, except in the case of an error asserted by the consumer following receipt of information provided under paragraph (a)(1)(vii) of this section.

Thank you Randy. That's what I was thinking and even read that section of Reg E, but still wanted to verify my thoughts!