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Customer Disputes under Regulation E, the FCRA, and Credit Card Rules

We’ll discuss the detailed rules and requirements for handling customer disputes involving electronic funds transfers, credit card transactions, and credit reports.
Upcoming
DATE

Tuesday, June 30, 2026
11:00 am - 1:00 pm

INSTRUCTOR

Carl Pry

FORMAT

Webinar

CREDIT TYPE

2.5 CRCM Credits

$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Auditing
  • BSA
  • Compliance
  • Customer Service
  • Deposit Compliance
  • Fraud
  • General Compliance
  • Lending Compliance
  • Risk Management/Legal
  • Transaction Compliance
  • Bank Legal Counsel
  • Compliance Officer
  • Consumer Lender/Retail Banker
  • Customer Service Representative
  • Internal Auditor
  • Risk Manager

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One of the more pressing topics from a regulatory perspective is how to deal with disputes from your customers, whether it be a contested debit card transaction, ACH debit, credit report entry, or unfamiliar charge on a credit card bill. Financial institutions must follow very specific and detailed rules regarding how they acknowledge, handle, investigate, and respond to such disputes. Timeliness is always an issue here, as these tasks must be completed within prescribed deadlines.

Is your program in a state where you are confident that all the requirements are met? In this webinar, we’ll discuss those requirements in detail, and provide guidance on the proper steps to follow to ensure you understand all the requirements when dealing with a dispute, whether it be under Regulation E, Z, or the FCRA. We’ll also discuss how these rules address complaints, as well.

What You'll Learn

You will learn:

  • Dispute rules under Reg. E – what do they apply to?
  • What is a “dispute” – what must we respond to and what can we ignore?
  • Timelines and disclosures – doing things by the book
  • Correcting errors and reimbursement
  • Credit reporting disputes – what must we respond to?
  • What is a reasonable investigation?
  • How do we deal with the credit bureaus?
  • Are credit card disputes any different?
  • When must we reimburse the customer/cardholder?
  • When is a dispute a complaint? Is it ever?

Who Should Attend

Anyone in the institution who must handle, investigate, and resolve customer disputes around transactions, credit card billing, and credit reporting issues.
Carl Pry

Instructor Bio


Carl Pry is a Certified Regulatory Compliance Manager (CRCM) and Certified Risk Professional (CRP) who is a Senior Advisor for Asurity Advisors in Washington, DC. Through his more than 35-year working career, as well as through his experience as a banking attorney and officer, he has provided a variety of regulatory compliance and financial performance services to financial institutions and other clients throughout the country. He has written extensively regarding consumer and commercial compliance, tax, audit, and financial institution legal issues, and is a frequent contributor to and currently serves as the Chair of the Editorial Advisory Board for the ABA Bank Compliance magazine. He has spoken at scores of banking, compliance, and state bar associations, and has conducted training sessions for financial institutions across the country.


Continuing Education Credit Information

Customer Disputes under Regulation E, the FCRA, and Credit Card Rules has been approved for 2.5 CRCM credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://aba.csod.com.

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