Reg E dispute documentation

Answered by:

Question:

If VISA requires a customer letter to file a chargeback for an unauthorized and we do not receive it, can we deny the cardholder’s claim?

Answer:

Regardless of VISA requirements, Reg E requires that the claim be investigated even if written confirmation is not received. The Bank will need to use another means besides the chargeback process to investigate the claim to avoid violating Reg E.
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VISA and Reg E Error Resolution