Investigating a non-Reg E claim
09/25/2022
If a customer places an order online, but never receives their merchandise, do we have to investigate?
A BSA/AML master, Brian brings 20+ years of banking experience to his current role as EVP at Thomas Compliance Associates, inc.
Brian Crow is Executive Vice President at Thomas Compliance Associates, Inc. in Chicago, IL. Brian brings 20 years of prior banking experience to the consulting field. He was most recently Assistant Vice President and BSA Administrator for a suburban Chicago bank, where his responsibilities included preparing the bank's annual BSA risk assessment and audit documentation. Earlier as Operations Officer at the same bank, Brian monitored AML activity, aided in the implementation of the bank's AML software, and designed the bank's authentication blocking program that helped to reduce debit card fraud losses by 95 percent. Brian's responsibilities also included managing the bank's Regulation E claims, managing the bank's courtesy overdraft program, reviewing Reg CC hold notices for accuracy, and processing claims for fraudulent signatures and endorsements.
Mr. Crow has been an education consultant for BOL Learning Connect, conducting webinars that have covered VISA/MasterCard chargebacks, debit card compliance and fraud prevention for hundreds of banks. It was in this role that Mr. Crow was recognized as a Bankers Online Guru in 2011.
Like many of us, Mr. Crow began his banking career as a teller, working his way up to head teller and then branch management responsibilities. He earned a B.A. degree in Theology from Concordia University, River Forest, Illinois. Because of his education background, Brian has been given the unofficial title of "Security Evangelist" as he strives to help financial institutions protect their bottom line from losses related to fraud.
You can contract Brian at b_crow@tcaregs.com.
09/25/2022
If a customer places an order online, but never receives their merchandise, do we have to investigate?
09/25/2022
Can we require a copy of a customer’s receipt if they are disputing the amount of a charge?
09/18/2022
Our processor says we don’t have chargeback rights since a purchase was made using Mastercard SecureCode. Can we deny the claim since the cardholder’s password was used?
09/18/2022
Since Reg E does not apply to businesses, do we have to investigate a fraudulent business debit card transaction?
09/18/2022
If a customer places an order online, but never receives their merchandise, do we have to investigate?
09/11/2022
Can we require a copy of a customer’s receipt if they are disputing the amount of a charge?
09/04/2022
Our customer received a call telling them their CashApp account was compromised, and they needed to verify the password. After they did this there were several authorized CashApp transactions. Can we tell the customer they have to resolve the issue with CashApp?
09/04/2022
Since Visa’s Zero Liability covers ATM withdrawals and PIN transactions. It is even worth investigating Reg E claims since we are always on the hook?
08/28/2022
If an LLC is doing business under a trade name such as "ABC LLC dba John's Farm Supplies," what is needed for beneficial ownership? I know the ABC LLC is required to have beneficial ownership and control prong information, but what about the dba John's Farm Supplies, does it need anything separate?
07/17/2022
How did you safely move the nests of safe deposit boxes out of the vault? I can not find a way to do so without cutting into the boxes and strapping them up to a rigger. We need to move our safe deposit boxes. Are there any best practices or requirements to follow?