We have a member that is disputing several ATM withdrawals that were done in Brazil. Normally we would credit the account and just take the loss. However after researching I found that the member was contacted by our fraud department on 5-22 a message was left and the member called back on 5-26 and confirmed some attempts and withdrawals including a withdrawal from Brazil. So the hold was removed from the card. Then on 6-1 the member called back and said that there were withdrawals done that he did not authorize, including the one he had confirmed with our fraud dept. On 5-26 had he confirmed fraud we would only be looking at a loss of $495 as it is now there is a total loss of $1,958.50.
Who would have to take the loss?
Thanks

Were the calls recorded?

yes the calls were recorded.

then ask the customer to explain the change of story, letting them know you have a recoding from them that details that originally they stated were approved

You need to look at the basic issues - were the debits for the benefit of the consumer, authorized by the consumer or done by the consumer? If yes to any, no claim should be paid.

If you have the call, and the discussion is specific to these debits now being said to be unauthorized, they were specifically authorized telephonically and I would deny the claim. I would preserve and/or transcribe the call. Then I would evaluate the relationship and see if a debit card is still warranted.