Customer disputes several charges saying card was stolen. She notified us on 1/18. We gave provisional credit and filed with Mastercard who in turn reimbursed us. Now Mastercard took back the money from us since there are signed receipts of the transactions which happened on 1/17. Since they are saying the transactions were legitimate can we do the same and get our money back from the customer? What if we believe it is her signature based on documents we have on file?
When a customer reports an error or unauthorized card transaction on their account before it is actually posted (pending transaction) are we obligated under Reg E to begin the investigation process with regard to provisional credit within 10 days? We see that only about 40-50 percent of these pending claims actually post.
If a member is signed up for eStatements and the email notices bounce back for whatever reason do we have to deactivate the eStatement enrollment? Does it mean that we are not able to reach the member similar to returned mail statements?
What are the disadvantages of eBanking?
Can principals of a private corporation make on-line transfers from their corporate account to personal account? I know telephone transfers are not permitted.
Debit card fraud claims: we currently require the member to complete a CUNA affidavit, cardholder dispute forms and provide a police report. Does this practice now cease as we know it? This is in regards to Reg E.
Does Reg E only pertain to transactions where a PIN was used? If we're a Visa issuer and they require a signed letter from the customer to process a chargeback, can we make that a condition of the denial should the customer fail to return a signed letter to us?
What is the bank's obligation per Reg E when a cardholder has initiated a debit card dispute, the merchant has produced a signed contract with the cardholder's signature, but that signature is a forgery and the cardholder knows who committed the forgery?
Do you have a sample agreement that can be used for business customers to define the terms between the bank and the business that would replace Reg E?
A wife is the secondary account holder to her husband on their account. She went online to make a transfer from savings and checking. The password was declined and she called to reset it. Can we allow her to reset the ebanking or does it have to be the husband?