Reg E Error Resolution: Top Mistakes to Avoid

Thursday, January 19th, 2023 10:00 am - 12:00 pm CT

A Program

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Increased debit card usage has led to increased exposure to unauthorized activity. In this session, we will address what actually constitutes an error under the Regulation, what you need to do to comply with investigation requirements, and how to avoid mistakes during the error resolution process.

Consumers appreciate the convenience of conducting transactions electronically. This increased ease of access also exposes them, and you as their financial institution, to elevated exposure to account compromise and card fraud. Additional fraud has led to increased error resolution claims. And examiners are citing Reg E errors in their top 5 regulatory issues cited in recent compliance exams.

In this session, we will detail how to avoid the top five Reg E violations cited by examiners. We will review the specific error resolution requirements of Reg E, discuss procedural best practices, and provide tips on documenting your investigation. Among its provisions, Regulation E limits consumer liability for unauthorized transfers and promulgates procedures for the resolution of errors alleged by consumers, including unauthorized and fraudulent ACH and card transactions. We will detail how to review your error resolution process, including how your audit procedures can help mitigate risk for both the accountholder and your institution.


  • Review of consumer liability under Regulation E
  • Clarification of what errors trigger the EFT error resolution process
  • Explanation of error resolution timing requirements
  • Discussion of the process to follow when you’ve wrapped up your investigation
  • Description of recordkeeping requirements
  • Overview of error resolution audit procedures


Dawn Kincaid

Dawn Kincaid began her banking career while attending The Ohio State University. She has 19 years of experience in client service, operations, information technology, administrative and board relations, marketing, and compliance. Most recently Dawn served as the Senior Vice President of Operations for a central-Ohio-based community bank, where she created and refined policies and procedures, conducted self-audits and risk assessments, and organized the implementation of new products and services.