We have a member that filed a dispute in January 2021 for about a dozen Apple.com transactions. Her grandson told her that his mom took a picture of her debit card, front and back, and her boyfriend must be using the card because his mom is now in jail. Our member has been a member for over 20 years, so I gave her final credit and ordered a new card. In the letter I sent to her, I explained that she would be receiving a new debit card in 10 to 15 business days and to call us if she had any other questions or concerns. I also explained that if we had any future incidents of family taking the card without permission, we would not reissue a card again.
She filed another dispute on Saturday for 31 transactions - mostly Apple.com. She states that she never received the new debit card. I am showing the card was activated from her cell phone. Since I did send a letter telling her that she would have the card no later than February 19th, can I hold her liable for both tiers? She did not tell our MSR what date she first noticed the fraudulent transactions, but the transactions stopped on March 9th - no other transactions were attempted after this date even though the card was still active. She came in and did transfers over the counter on the 9th and the 11th, but never mentioned not receiving her new card or having unauthorized transactions.