A customer's phone was stolen, and because the debit card was on file with the phone company, the fraudulent charges were automatically applied to it. The customer is now wanting to file a dispute with us (the bank) to receive his money back ($200). How is this handled under Reg E and VISA? Should I file it as a VISA? Do I need to provide provisional credit, or does he need to take it up with his cell provider?
I've been looking for an alternative to our current image technology. My institution is in the same position as many others: the need to upgrade our system and the desire to do better at providing an image of investigative quality, with no money to do it. Are there any new alternatives for our existing cameras? We've already dropped our lobby cameras to six feet and installed height-marker cameras.
Our debit cards have the Visa logo. On the Visa website they advertise zero liability. Does this mean our customers are excluded from the $50.00 and $500.00 liability?
I work for a third-party service provider for financial institutions in the compliance area for credit cards. I am trying to get my hands around a procedure due to non-compliance and there is no definition of POS that I can find. The problem is that I am fighting with the manager regarding the error resolution 45-day requirement vs the 90-day requirement. She is telling me that everything we do is POS and I need to verify that. My thoughts about a POS were that it was always a pin-based transaction and if you use your debit card as a credit card through Visa or Mastercard it falls into the Reg Z realm. Can you help me with this?
Do we have to offer provisional credit within 10 days in situations where the card holder says in one claim they know nothing about it and in the next letter they say they cancelled the service? We inquired with the service provider and they insist the card holder has the equipment, the service, etc. and just needs to return everything. If we charge this back we will surely lose and the card holder will be long gone with our credit and we will not be able to reclaim it. Is there no provision in Reg E to account for participation in a transaction?
What should my bank have on file regarding service provider documentation? Some vendors send us tons of paper while others send nothing. What is practical and acceptable?
The FFIEC has now released the seventh booklet in a series as part of its FFIEC IT Examination Handbook.
I have many customers who have used their debit card for monthly debits such as to a satellite provider or Internet service provider. After they close their account, these transactions still try to hit. I have closed the debit cards and even hotcarded them but these companies still force the transactions through. When I dispute the transaction, the company says they will not honor the dispute without the cardholder's signature... yet most of the time we have closed the account due to negative balances. Is there any way around this? Can we not stop these companies from steadily forcing payments through closed accounts and cards?
Consumer Marketing Guide Published to Assist Billers
I have been hearing from some fellow bankers that their examiners are stating that it is required as part of BSA for the bank to perform due diligence on their service providers as it relates to hacking instances. In particular they are requiring clauses in their third party contracts which require notification to the bank within a certain number of hours on all hacker attempts. This sounds like a good idea and sounds more like a Privacy issue, but I can't find in BSA where this is required.