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The chargeback customer who changed my stance on fraud disputes
I work at a regional bank in Des Moines, and about 2 years back a regular showed up furious. His debit card got hit for $1,200 at a casino out of state, and he swore he never lost the card or shared the PIN. I was ready to side with the fraud team's script, which basically says decline unless they have proof. But he pulled up a text he'd sent his wife that day, timestamped 30 minutes before the charge, saying he was home watching football. That detail made me dig deeper, and we found the card was cloned at a gas pump he used that morning. We reversed it, but corporate still tried to claw it back a week later. I fought for him and won, and ever since I've taken every dispute case by case, even when the system pushes for a quick no. Has anyone else had a customer who forced you to rethink your bank's default fraud policy?
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black.joel1mo ago
Wait, corporate tried to claw back money from a casino, that's like taking candy from a baby and then blaming the baby for eating it?
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