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Reg E Claim – See the Merchant 1st?

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Question: 
If a cardholder calls to report an unauthorized transaction from a merchant they have previous transactions with because they do not recognize the transaction, can we ask that they contact the merchant first to see what the transaction was for? How would they know if it is truly unauthorized if they don't even know what it is for?
Answer: 

You may suggest that they verify it and notify you of their findings, but you may not require it and your 10 business day claim clock has started regardless of whether they do or do not want to contact the merchant.

First published on 09/26/2021

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