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Reg E Claim on Amount of Purchase

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Question: 
If the customer claims that the price increased after the sale, does the customer have to provide proof of what the price should have been? If he doesn't, can we just decline due to lack of proof?
Answer: 

You investigate by looking at what the advertised price is and was. Ask the customer for any screenshots or online receipts he may have. Ask the merchant if the price was raised. Draw your conclusions from that and pay or deny the claim. Often the missing component is some sign-up fee, shipping and handling, or something similar. If the terms of the purchase allow for this, the charge was authorized. If fees were charged without disclosure (meaning there was no disclosure, not that the consumer skipped over them) you may determine that more was charged than was authorized and the transaction may be credited with a valid claim.

First published on BankersOnline.com 8/30/10

First published on 08/30/2010

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