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?
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.
Are we required to return funds for an unauthorized ATM withdrawal when the customer admits to have given authorization for the same person to use the card previously?
While doing our year end accounting we found a fraudulent credit card charge from June of last year. We called the credit card company who indicated that they will not deal with the fraudulently charged items (someone apparently stole the card information and charged plane tickets from another state, as it is a business card it may have been a dishonest employee of one of our vendors). The names of the people who received the plane tickets as well as the vendor (name of the online travel site withheld) is listed, but the credit card company says that 120 days is the maximum time to make a claim. What can be done?
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 process Visa and MasterCard chargebacks for several financial institutions and I am currently working on a case where the financial institution is not wanting to provide the cardholder provisional credit. The cardholder was making several auto fuel purchases in Florida and was called around the same time to verify transactions on her account. No one knows exactly what was said to verify the charges, but the cardholder agreed the gas charges were hers. Unknowingly to the cardholder there was actually counterfeit activity going on at gas stations in Massachusetts, so after her card was unblocked the fraud continued to happen. The financial institution has decided since the cardholder agreed that the original charges were valid and the card was unblocked for more counterfeit transactions to post, they will not be giving the cardholder credit because the fraud alert company tried to stop a further loss, but the cardholder insisted it wasn't fraud. Since I am the fraud processor, the cardholder keeps calling me because she wants this to be taken care of ASAP. She is out hundreds of dollars, but the financial institution is not budging on giving her credit because it's going to be a loss to them due to the card being counterfeit. Please give me some advice on this issue. I think people can make mistakes and I think when [Name of Fraud Protection Co Withheld] called to verify charges it was an oversight of the cardholder due to her making the same type purchases in her home town and we can not guarantee [Name of Fraud Protection Co Withheld] told her it was out of state charges. The financial institution knows there was counterfeiting going on that weekend because they had at least five accounts affected for the same merchants and state. Is the financial institution required to give the cardholder credit?
We had a customer call in to the bank because she had a transaction that was being denied. She was trying to place an order for a camera over the internet. It turns out that she was over her limit for the day. I reset the limit so her transaction would go through and then she placed her order. Within 30 minutes she called back and spoke to one of our call center reps stating that the company had preauthorized more than she had authorized and she wanted to do a dispute for fraud. In her phone call with the call center she had mentioned that the company was cancelling her order and was going to credit her account. What should be done in a situation like this? The customer is claiming Visa Zero Liability stating that under it she can dispute a charge for any purpose. Our ATM department has had some training on Reg E, but we are still confused as to when Visa rules come into play and what exactly Visa considers unauthorized charges. The customer gave her information to this company so she authorized them to use it, but they took more than they were authorized., so shouldn't this be between the customer and the merchant?
I'm a banking newbie and I need to know if debit card transactions are considered EFT transactions. Is Reg E what determines consumer liability for fraudulent debit card transactions?
What is the longest amount of time we can take before giving the customer final credit or declining their request with fraudulent transactions on a debit card after provisional credit has been given?
What recourse does the bank have regarding unauthorized ATM withdrawals? We have a customer whose debit card was used internationally with PIN to withdraw funds out of the ATM machine. The customer has the card in his possession and was not out of the country at the time.