Posted By: Tryin-2-Comply
REG E dispute - possible fraudulent claims - 07/18/12 08:00 PM
Ok - here's a doozy.
Customer receives satement and comes into the bank and files a claim that multiple transactions on their account were conducted without their authorization. When speaking with the FSR, they provided the FSR with periodic statements which included comments about which items were were not authorized - while the FSR was copying the statements the package included email correspondence with the merchant where the customer states that they did authorize the transacations.
1. We beleive the customer has falsified her claim to us. 2. The account type this customer has requires ebanking and e-statements and we have the log where they logged into their ebanking account multiple times on each of the days they are claiming unauthorized transactions occured. So we beleive the customer had knowledge of the transactions prior and could have prevented any additional "unauthorized" transactions.
Do we have to give provisional credit? Do we honor this claim? What other issues do we face?
Any help is greatly appreciated - opinions and comments too!!!
Thanks.
Customer receives satement and comes into the bank and files a claim that multiple transactions on their account were conducted without their authorization. When speaking with the FSR, they provided the FSR with periodic statements which included comments about which items were were not authorized - while the FSR was copying the statements the package included email correspondence with the merchant where the customer states that they did authorize the transacations.
1. We beleive the customer has falsified her claim to us. 2. The account type this customer has requires ebanking and e-statements and we have the log where they logged into their ebanking account multiple times on each of the days they are claiming unauthorized transactions occured. So we beleive the customer had knowledge of the transactions prior and could have prevented any additional "unauthorized" transactions.
Do we have to give provisional credit? Do we honor this claim? What other issues do we face?
Any help is greatly appreciated - opinions and comments too!!!
Thanks.