Regulation E states the investigation of a dispute must be completed within 10 business days if written notice is given, but can take as long as 45 days if oral notice is given. If a customer calls the bank to report a disputed charge on their account related to their debit card on a Monday, comes in person to sign the dispute affidavit on Wednesday in order to receive provisional credit, is the investigation to be completed 45 calendar days from Monday or 10 business days from Wednesday?
We are not yet partnered with Zelle. If a customer uses the app to transfer funds and the funds do not reach the receiving end, is it a Reg E matter?
I have someone that entered their debit card for Apple purchases. They are claiming that they only authorized a few transactions and the rest are fraudulent (even though there are "authorized" transactions in the middle of the "unauthorized" transactions). Is this customer covered under Regulation E? They are claiming these charges started back in January 2020.
So, we have a customer that continues to have unauthorized charges on their debit card. We believe that someone in her house is doing these charges, but have no proof. Other than revoking her debit card privileges, is there anything else we can do? We cannot deny her disputes just because we believe someone in her house is doing them, right?
Is the financial institution required to accept a Reg E Claim for a customer who states that he/she purchased a gift card and later finds out it was a scam? The customer has already contacted the merchant and the merchant has blocked further usage of the gift card and has notified our customer that they will credit her the funds that were not used but they will not credit her for the funds that have been used. The bank is not responsible for submitting a claim to the merchant for those funds, correct? In this case, the customer is responsible for the amount that was used by the scammer? Example: Customer purchased a $300 Amazon Gift card, finds out it was a scam, contacts Amazon, Amazon notifies him that $100 has already been used but they have blocked the card and will issue him credit for $200, and now the customer wants to file a claim to get the $100 back.
Can a POS transaction be returned for insufficient funds and charged an overdraft fee if our bank does not offer overdraft protection? Would there
be a benefit for a customer to "Opt In" if we continue to not offer overdraft protection?
We were notified by a customer on September 27, 2019 that there are 72 POS debits totaling $1,373.01 from PlayStation on her account that she did not
authorize. Since Visa will only allow us to go back 120 days for disputes, how much of these transactions is the bank responsible to refund to the
I had a member who filled out a Reg E dispute for a subscription that was coming out of her account for months. After she filed the dispute she closed
out her account. Does Reg E say I have to file the dispute? I don't have an account/membership to give her access to the funds or pull from if this is a
What avenues of recovery are there for an issuing bank where their customer is killed abroad, and fraudulent transactions are made by the perpetrator after the killing and subsequent theft? The killing occurred 26 days ago, and the transactions occurred the day of the killing and the following day.To make matters worse, the card used was a MasterCard debit card, and the perpetrator somehow obtained access to the PIN.
We have received debit card disputes from multiple customers that believed they were making arrangements to purchase a pet from someone that posted an ad on Facebook. In each case, the customer selected a pet from a photo they received from the "seller" and then sent money as instructed via PayPal, Zelle, Western Union, etc. All transactions were initiated with debit card information. After payment was sent, each customer realized/decided that they are most likely the victim of a scam, and no pet will be received.
Are these transactions fully covered by Reg E? I'm struggling to come to a conclusion, because at least one customer is unable to provide documentation that indicates when the pet is expected to be received. In all cases, the customers willingly provided their card information and sent money to someone they do not know.