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Course description

A new one-hour version of what you need to know to handle Reg E claims. One thing that makes me mad is when a customer authorizes a funds transfer and then finds out they were scammed. They didn’t get that great discount and maybe didn’t get anything at all, so they make a claim to get that money back from the bank. What did the bank do?  E-commerce and mobile banking have contributed to the rise in transactions, and claims. One fact is you will lose money with each claim.   Between processing the claim, the investigation and deciding to pay or refuse a claim, the amount you lose is controlled by the claim and by you. You must find the balance between what to pay and when, and it must be in compliance with Reg E or your risk of loss is even greater. This webinar is designed to help you minimize losses by following the Reg.  

This new, shorter webinar assumes you have a basic understanding of the fundamentals of Reg E and you want to narrow down and improve your skillset on just claims investigations.

The proper handling of Reg. E error resolution claims is critical. It also continues to be a hot topic with examiners because it involves consumers' rights and funds. Reg E claims violations haven't generally attracted heavy financial penalties, but banks do need to be cautious because nobody wants to hear, “please re-review these claims from the past 2 years” during an exam.  But one bank was fined $82,500 for violations under not Reg E, but UDAAP - Unfair, Deceptive or Abusive Acts or Practices.  The bank was investigating Reg E claims differently than they were disclosing. Another paid a $3.5M civil money penalty and $12M in restitution. Why? In part it failed to handle Reg E claims correctly.  We will discuss claims in depth so you mitigate risk and protect the consumer and the bank. 

This webinar is intended to help you use the results of your investigation effectively to make a more informed decision.

During the webinar, Andy will discuss:

  • when the Reg E rules apply
  • when a vendor has to handle Reg E, not the bank
  • the key four investigation time periods
  • interim steps required during your investigation
  • when provisional credit is required
  • determining how much to pay a customer
  • tips for determining valid claims from denials
  • required error resolution notices, written and otherwise
  • when notices must be provided
  • finalizing claims and reversing provisional credit.


You'll also receive sample letters that you can adapt to ensure consistency in your written error-resolution correspondence.

This presentation will include claim examples, discussed step-by-step so that you can see how to apply the regulatory requirements – using a free Excel program – to claims from your customers. You'll complete the webinar with a better understanding of the claims process.

Please note that a basic understanding of Reg E is assumed and that ACH, MasterCard and Visa rules and procedures for debit card claims will not be addressed during this session.



Compliance, audit, EFT dept., Security Officer, Customer Service


Andy Zavoina

Mr. Andy Zavoina, CRCM, is an Executive Vice President with the Glia Group, Inc., best known for its involvement with BankersOnline.com. He joined Glia and BOL in 2003. Mr. Zavoina has been in finance and banking for over 42 years. Over 20 years were with a two-bank holding company that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. He has done loan workouts, has been a consumer, commercial and real estate lender and managed those departments, as well as being his banks first Webmaster. He was responsible for compliance -management, -auditing, and -training for both banks. Mr. Zavoina is a recipient of the American Bankers Association’s Distinguished Service Award for his involvement and accomplishments in the field of regulatory compliance management. He is a past Chairman of the ABA’s Compliance Executive Committee, the Editorial Advisory Board for the ABA Compliance Magazine and served as a member of the ABA’s Compliance School Board. He is a BankersOnline Guru. He also served on the Texas Bankers Association's Compliance Committee. He is a graduate of the ABA National Commercial Lending School, National Compliance and National Graduate Compliance School and is a Certified Regulatory Compliance Manager with the Institute of Certified Bankers. He has written articles and lectured on compliance, the use of the internet and technology as a tool, as well as compliance in cyberspace to local, state and national associations across the U.S. and teaches basic compliance and compliance management. You can reach Andy on the Internet by using his e-mail address, [email protected], or visiting http://www.bankersonline.com.

Course curriculum

  • 1


    • Access Webinar

  • 2


    • Slides

    • Materials

    • Sample EFT Notice of Error Claim Form

    • Sample EFT Error Report

    • Investigation Letters

    • EFT Unauthorized Withdrawal Workflow Form

    • Questions and Answers


5 star rating

Excellent Webinar - As Always

Christopher Tomasino

As always, excellent webinar that provided the basic facts about Reg. E claims.

As always, excellent webinar that provided the basic facts about Reg. E claims.

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5 star rating

Very good.

Tami Donovan

Excellent! Very pleased with the information - it will be so helpful for me. I've used Mr. Zavoina's calculator for the last year - I built our Reg E progr...

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Excellent! Very pleased with the information - it will be so helpful for me. I've used Mr. Zavoina's calculator for the last year - I built our Reg E program around it.

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5 star rating

Reg E - Bare Bones

Joyce Welch

Good info!

Good info!

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