Our policy is to request that customers submit their Reg E fraud claims in writing for signature based transactions on check cards. If the customer does not submit their claim in writing within ten days of being asked to do so, what is the time frame we must adhere to once the written claim is received? If the affidavit is received after the tenth day, does credit need to be issued within 24 hours of receiving that claim or do we have until day 90 to issue provisional credit?
A customer is claiming unauthorized debits to her account. She said she just realized this, but she claims the first occurance was in May. The $200 ACH debits occured every two weeks for several months. The debits were payments on a bill she owes. She said she authorized $50 a month. I realize I only have to reimburse for the debits occuring 60 days after the statement cycle in which the error occured. So far, I am not having much luck with the third party on getting proof our customer authorized the $200. It is too late to return the ACH entries as unauthorized. Our customer has benefited from these ACH debits in that her outstanding debt to this company has been reduced. Can we deny that claim based on the fact that she has benefited?
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.
What do the regulations say about how long a client has to dispute an unauthorized item that was paid on their bank statement? We have a client that is claiming a forged check item after sixty days. The only thing that I could find was the Reg E rules regarding electronic items.
In our terms and conditions, we state that we can deny a dispute if "we conclude that the facts do not reasonably support a claim of unauthorized use." If a cardholder claims an ATM withdrawal is unauthorized, but has another ATM withdrawal on the same card after the transaction in question we generally deny the claim. Is the cardholder only liable for $50 per Reg E if the dispute was filed within the 60 day time frame?
What is the time frame for a consumer to file a Reg E claim?
A customer was incarcerated in jail on Feb 28, 2008. She called the bank on April 9th to change the address on an account and is informed of checkcard transactions she claims she did not do (transactions are Feb-April). The customer states she does not want to dispute the transactions until a later time. It has now been 7 months and the customer would like to dispute the transactions now. What are the guidelines for the bank since the customer was informed of the transactions seven months ago and chose not to do anything at that time?
When a Reg E claim is received which consists of several transactions at various merchants, is the claim settled and responded to after the last one is investigated and finalized or as each transaction within the claim is investigated and finalized?
We have a customer who has filed a check card dispute for unauthorized transactions. He states that he has possession of the card. We received notification that we do not have charge back rights because the card holder and merchant used the VISA secure code from the card. Are we in violation of VISA zero liability rule if we do not give this customer his money back? This is the fourth time this customer has filed a dispute claiming fraud in the past three years.
I have a customer disputing a hotel charge. In his letter he only states that he had unauthorized charges to this particular hotel. When we called the customer asking for more information he tells us that the hotel asked for his card number (he gave them his debit card) in case there was damage to the room. He claims that his company paid for his hotel stay, but he has also been charged. We told him that we would have to have a very detailed letter and a copy of where the bill had been paid by other means. Our customer has never responded. How do we handle this situation? Do we still need to send him a letter stating that he does not have charge back rights since he never responded to our request for the information that we needed? We did not issue provisional credit since he did not provide proof of payment.