Fraud and Dispute Resolution
What should a customer do if they notice unauthorized charges on their statement?
If a customer notices unauthorized or suspicious charges, they should contact the bank immediately to report the activity. It is crucial that the customer acts swiftly to prevent further unauthorized transactions and to begin the process of resolving the issue as quickly as possible.
CSR Process:
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Immediate Transfer: If the card is still active, place a temporary block on the card to prevent additional transactions. This step is essential to ensure that no further unauthorized charges can be made while the issue is being investigated.
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Verification: Verify the customer’s identity. This is a critical step to ensure that the person reporting the unauthorized charges is indeed the legitimate account holder.
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File Dispute: Initiate a transaction dispute claim form on the customer’s behalf. This formal process documents the unauthorized charges and sets the investigation in motion.
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Provisional Credit: Advise the customer that a provisional credit may be applied within Date while the charges are under investigation. This temporary credit helps to alleviate some of the financial burden on the customer during the investigation period.
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Fraud Department: Transfer the customer to the Fraud Department for further investigation and issuance of a replacement card. The Fraud Department specializes in handling such cases and will work to resolve the issue and prevent future occurrences.
How long does a transaction dispute investigation take?
The length of a transaction dispute investigation varies based on complexity. Most disputes are resolved within 60 to 90 days from the date the dispute is filed. However, more complex cases may take longer to resolve.
The customer will be contacted by Person with the final resolution. This person will provide the customer with the outcome of the investigation and any necessary next steps.