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Reg E Foreign ATM dispute

Answered by: 
John Burnett

Question: 
Our customer goes to a foreign ATM and attempts to withdrawal $300 but only received $200. We did a charge back for the difference, but the Owner of the ATM represents stating the cash was dispensed. At this point can we deny the customers dispute stating that the ATM showed the cash dispensed or do we as the issuing bank have to give the money to the customer and take a loss on the $100?
Answer: 

You make your determination ignoring where the machine is located. You have a classic "he said, she said" situation, and you'll have to decide whether you believe your customer. If you do, honor the claim and take the loss. If you got credible documentation from the owner of the foreign ATM, you can decide that your customer is mistaken.

First published on BankersOnline.com 1/28/08

First published on 01/28/2008

Filed under: 
Technology
Filed under technology as: 
ATM

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