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Deny the Claim of an Uncooperative Cardhholder?

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Question: 
In an ATM dispute for unauthorized withdrawal, cardhholders sometimes do not come and view the photo despite our repeated request. Are we in compliance if we deny the claim for customer not cooperating with the investigation? Are we in compliance if we mail the photo to the cardhholder, request to confirm that he/she is/not the person in the photo. The letter also would advise that no response received by a specific date would mean acceptance that he/she is the person in the photo and we will close our investigation. Are there any alternatives?
Answer: 

You cannot compel a customer to cooperate in an error-resolution investigation, and you would be on thin ice denying a claim for reason of non-cooperation. If you believe that the individual shown in photos could be your customer, and receive no information to the contrary from your customer after sending a copies of the photos for review, you may have sufficient information on which to base a finding that the customer initiated the transaction.

First published on BankersOnline.com 4/23/07

First published on 04/23/2007

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