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Dubious Fraud Claims

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Question: 
We have a customer who has filed 54 fraud disputes and almost everything was bought online for the past sixty days. We have researched the past statements for one year and they show purchases made each month and all returned to the stores. We know the customer is buying things and then returning them all and the statements have four pages of just credit from returned purchases each month. We believe the customer is just trying to get out of the charges since they are overdrawn more than $500. The customer already informed a teller they are closing the account once they get the provisional credit. What can we do since we are pretty sure all the receipts from VISA will come back as delivered and will be denied? We are talking about over $1700 worth of online purchases.
Answer: 

If you form a reasonable belief that the customer authorized the transactions then you should state that and deny the claim. If the customer claims that the merchandise was returned and the merchants have not delivered promised credits, that's another story. You used the word fraud so I gather that the customer is claiming the transactions were unauthorized. This customer should be directed to take his or her banking business some where else.

First published on BankersOnline.com 2/09/09

First published on 02/09/2009

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