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Dispute in Writing-Provisional Credit 10 Days

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I am reviewing a debit card dispute and it is one that we denied because after investigating, we found out the customer had signed up for this service, but I am still a little concerned with the way the provisional credit was handled. The bank received the dispute (in writing) on 11/9/18. The final letter was mailed on 11/21/18; however, no provisional credit was ever given. I was under the impression that if we received the dispute in writing, we need to give provisional credit within 10 days. Are we in compliance?

The provisional credit requirement is within 10 business days, not 10 calendar days. At the earliest 10 business days after 11/9/18 would be 11/23/18. The claim was denied before the 10 business day so no provisional credit was required.

First published on 11/10/2019

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