Regulation E – How to Handle Disputes Webinar Recording


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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.