Online Pet Purchase is for the Dogs
07/03/2022
Our customer bought a new pet online that never came and wants us to refund them for the loss. Are we required to?
Mr. Andy Zavoina, CRCM, is an Executive Vice President and Chief Relationship Officer with the Glia Group, Inc., best known for its interest in BankersOnline.com. He joined Glia and BOL in 2003.
Mr. Zavoina has been in finance and banking for 42 years. Over 20 years were with a two-bank holding company which had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. He managed loan workouts, has been a consumer, commercial and real estate lender, managing those departments, as well as being his banks first Webmaster. He was responsible for compliance -management, -auditing, and -training for both banks.
Andy is a frequent webinar presenter for BOL Learning Connect and a key contributor to conferences put on by BOL Conferences, Inc. In addition, Andy teaches live presentations at state association schools and regional compliance organizations across the U.S. and has served on the faculty of national banking schools. He has written articles and lectured on many facets of compliance, the use of the internet and technology as a tool, as well as compliance in cyberspace.
As a BankersOnline Guru, Andy assists banks in every day, and not so every day, compliance questions on BankersOnline, BankCompliance.com and other organizations.
Mr. Zavoina is a recipient of the American Bankers Association’s Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He is a past Chairman of the ABA’s Compliance Executive Committee, the Editorial Advisory Board for the ABA Compliance Magazine and served as a member of the ABA’s Compliance School Board. He also served on the Texas Bankers Association's Compliance Committee.
He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers.
You can reach Andy on the Internet by using his e-mail address, andyz@bankersonline.com, or visiting http://www.bankersonline.com.
07/03/2022
Our customer bought a new pet online that never came and wants us to refund them for the loss. Are we required to?
07/03/2022
The question is about Reg E. If a customer has already been advised of a permanent provisional credit and later the merchant issues a credit for the same amount which was contested, can we reverse the permanent provisional credit we issued as the account now has two credits for disputed mount?
06/26/2022
We have a “spin the wheel” promotion. To spin, a customer must pay $1 that the bank donates to a charity. All the prize amounts on the wheel are more than $1 therefore all customers will get more than they donate. The amount won is then sent to the customer via our e-wallet app. We allow a certain number of spins each day and it is done on a first-come-first-served basis.
06/26/2022
Our customer had a computer problem. Thankfully an online tech was able to help them diagnose the issue and fix it. They paid $125 for a 30-minute online consult. Now they’re not sure there was a problem and want us to refund them. Do we have to?
06/19/2022
We had a customer who loaned their phone to a stranger who needed to make an emergency call. Later, our customer saw P2P transfers from their account. Are these Reg E claims we must pay?
06/19/2022
Providing an entire loan file to an Executor
06/12/2022
For the HUD-SCRA notice disclosure sent to past-due mortgage borrowers is there a specific minimum font size requirement?
06/12/2022
Our customer made a purchase online for kitchenware with PayPal. Our customer sent their money to the wrong address and is now making a claim. What are our options?
06/05/2022
Our bank wants to jump on the Facebook band wagon. As part of the process, the marketing team wants to know when, why and where a consent to use a photo would be appropriate. Is there any compliance regulations specifically regarding consent to use name/photo on social media and newspapers?
06/05/2022
If we price HELOCs based on the applicant's credit score and loan to value ratio, so some borrowers get a lower rate than other borrowers, can we disclose the lower rate in our advertisement, or do we need to disclose both rates? Do we also need to specify the criteria for receiving the lower rate?