Debit Card Fraud Claim for Activated Card

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Question:

We have a member who is filing debit card fraud and claims that his card was not received in the mail. The card was activated and the caller used the correct last four of his social security number to activate it. Is this enough to deny the disputes?

Answer:

No. You have no direct evidence that your customer performed the transactions. The card could have been stolen by a family member, friend, or neighbor who also had access to the security information. Additionally, caller ID spoofing can be used to trick automated activation systems into believing that the call came from your customer when, in fact, it did not.