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Captured Debit Card

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Question: 
We had a person come in and request their debit card to be returned to him after it was kept by our ATM. He was alleging that we did not have a right to keep his card. Our procedures are to keep and destroy any card that is not ours. Is there a regulation that I can refer to if this ever happens again?
Answer: 

There's not a regulation, but your Operations folks should have an Operations Manual for the various networks that you subscribe to. Each network has its own policy on how to handle captured cards and some may depend on whether the card is "command captured" or captured because of a machine or card problem. Command capture occurs when the issuer of the card has directed that the card be scooped because it's been hot-listed or for some other reason. It could also be due to excessive PIN errors. As you might imagine, most, if not all, networks prohibit the return of the card in such cases.

Captures can also occur if the card is jammed on the way out of the machine (this happens to men more than women, because cards get bent in men's wallets), the card transport fails for some other reason, or the cardholder fails to retrieve the card before a timeout. In those cases, network rules are more likely to permit return of the card if proper ID is provided. A lot of banks belong to multiple networks, and figuring what the networks require or allow can be a challenge (which network handled the transaction?) Many of those banks have set a flat policy and don't permit their staff to vary from it.

First published on BankersOnline.com 1/08/07

First published on 01/08/2007

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