Regulation E: How to Handle Disputes

March 16, 2023



This webinar is part of our Spring 2023 Deposit Compliance Series along with The Lifecycle of Deposits: Decoding Reg DD & Reg D and Overcoming the Challenges of Regulation CC.  For a discounted rate on the series CLICK HERE


This two-hour webinar demonstrates five simple steps for handling Regulation E customer disputes and inquiries. Understanding and appropriately managing Regulation E will not only help you satisfy the regulators but can also save your financial institution money by only paying the claims that you are required to reimburse. We will review the steps required to handle disputes and inquiries and the time frames for resolving a claim for an unauthorized transaction  The CFPB has received numerous complaints about P2P (person to person) fraud and published two sets of FAQ’s as compliance guides in 2021. You’ll be expected to understand this updated guidance by all bank regulators and this session will include an overview of the FAQ’s and impacts to the error resolution process.  


Will your financial institution experience more debit card fraud investigation in 2023? About 20 percent of debit transactions are card-not-present, but these transactions account for 66 percent of fraud cases. Not surprisingly, fraud losses per case are highest when fraudsters obtain the cardholder’s PIN and obtain cash. The only way you can be sure that your front-line staff is complying with this high-profile consumer protection regulation is by providing effective training and providing sound procedures.  


  • The basic disclosure requirements of Reg E and the definitions that guide the error resolution process. 
  • What questions should you ask a customer about a disputed transaction?  
  • What are five “best practices” for handling a Reg E dispute? 
  • What should be included in an investigation report? 
  • How do you determine if a customer is liable for an unauthorized transaction? You’ll learn practical suggestions for conducting and documenting an investigation. 
  • Resources to educate customers about fraud prevention 


This webinar will benefit Customer Service and Call Center staff, New Account staff, Teller Supervisors, Deposit Operations staff, Security and Compliance Officers. 


NOTE: This webinar will NOT address Visa or MasterCard zero liability rules; only the Federal Reg E dispute provisions and updated FAQs are included.  

All webinar registrations include a recording of the session that can be reviewed as needed.

Regulation E: How to Handle Disputes has been submitted to ABA Professional Certifications for CE credit review and is pending approval. Once we receive notification of the credit approval, we will notify attendees.


Susan Costonis

Susan Costonis is a compliance consultant and trainer.  She began her banking career in 1978 and specializes in compliance management along with deposit and lending regulatory training.

Susan has successfully managed compliance programs and exams for institutions that ranged from a community bank to large multi-state bank holding companies.  She has been a compliance officer for institutions supervised by the OCC, FDIC, and Federal Reserve.  Susan has been a Certified Regulatory Compliance Manager since 1998, completed the ABA Graduate Compliance School, and graduated from the University of Akron and the Graduate Banking School of the University of Colorado.  She regularly presents to financial institution audiences in several states and “translates” complex regulations into simple concepts by using humor and real-life examples.

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Price: $0.00
Start Time: 2:00 pm EDT
End Time: 4:00 pm EDT

March 16, 2023

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