[Gholloway]

We accept check deposits at our ATM’s. In some rare instances, the ATM may jam and not process the check deposit, and the ATM keeps the actual check. We will accept the customer’s dispute. However in very rare instances we are not able to recover the check. The armored service is the only one that has access to the machine, and sometimes the jammed checks get lost.

Are we required to take a loss, and credit our customer? Or can we inform them that the check was lost, and refer them back to the maker for a check reissue?

Thank you

[Brent V]

I consulted with Reg E expert, Terri Sands of Secura Risk Management and it is her opinion that you need to take the dispute and credit the customer.

[Author]

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