Investigating and Resolving Debit Card Claims Under Regulation E | FI Learning Group
FI LEARNING GROUP
Practical Training for Banks & Credit Unions
LIVE WEBINAR

Investigating and Resolving Debit Card Claims Under Regulation E: Evidence, Liability and Loss Control

Wednesday, October 7, 2026   |   1:00–2:00 PM ET
Learn how to investigate debit card disputes more effectively, evaluate evidence, determine liability, apply Regulation E, strengthen documentation and reduce unnecessary fraud losses.
DATE
October 7, 2026
TIME
1:00–2:00 PM ET
FORMAT
Live Webinar
PRESENTED BY
FI Learning Group
ABOUT THE WEBINAR

Debit Card Claims Can Become Complicated Quickly

Effectively investigating debit card disputes is one of the most important responsibilities within deposit operations and fraud management.

Every claim requires financial institutions to balance regulatory compliance, customer service, fraud prevention and financial loss mitigation. Asking the wrong questions, overlooking key facts or misunderstanding Regulation E requirements can lead to unnecessary write-offs, compliance findings and inconsistent claim decisions.

In this one-hour webinar, attendees will learn a practical framework for investigating debit card disputes from initial customer contact through final resolution.

The session will explore different dispute scenarios, what Regulation E requires, how liability is determined and the documentation necessary to support a well-reasoned decision. Participants will also receive practical interviewing techniques and sample questions designed to uncover critical facts while creating a positive customer experience.

Better Evidence. Better Decisions. Better Loss Control.

A strong debit card dispute process is not simply about approving or denying a claim. It is about gathering the right facts, evaluating the evidence, applying Regulation E correctly and documenting why the institution reached its decision.

WHAT YOU'LL LEARN

Make Stronger Claim Decisions with Better Evidence and Documentation

This session connects Regulation E requirements with the operational reality of investigating and resolving debit card claims.
✓

Apply Regulation E Requirements

Apply Regulation E requirements throughout the debit card dispute investigation and error resolution process.

✓

Classify the Claim

Differentiate between common dispute types and identify the facts and documentation needed for each scenario.

✓

Evaluate Available Evidence

Review transaction history, merchant information, card and device indicators, customer statements and other available evidence.

✓

Determine Liability

Apply unauthorized EFT and consumer-liability concepts more consistently when evaluating debit card claims.

✓

Ask Better Investigative Questions

Use effective interviewing techniques to uncover critical facts while maintaining a positive customer experience.

✓

Strengthen Documentation

Improve documentation, escalation, recovery opportunities and overall loss-control practices.

✓

Manage Required Timelines

Address investigation timelines, provisional credit and required consumer communications throughout the error-resolution process.

✓

Improve Internal Consistency

Build stronger workflows and more consistent claim decisions across operations, fraud, compliance and customer-facing teams.

PRACTICAL INVESTIGATION FRAMEWORK

From Initial Claim to Final Resolution

Walk through the core stages of a debit card investigation and learn how each step supports a more consistent and defensible decision.
01

Understand the Claim

Identify what the customer is alleging, how the transaction occurred and what information is needed before beginning the investigation.

02

Gather the Evidence

Collect relevant transaction records, merchant information, authentication indicators, customer statements and supporting documentation.

03

Evaluate Liability

Compare the facts with Regulation E requirements, unauthorized EFT standards and applicable consumer-liability provisions.

04

Document & Resolve

Clearly document the investigation, explain the institution's reasoning and communicate the outcome appropriately to the customer.

BUILD A BETTER INVESTIGATION

Look Beyond the Transaction Itself

Effective debit card investigations often require multiple sources of information. The webinar will discuss how available evidence can help clarify what happened and support a well-reasoned decision.

Customer Information

Customer statements, card possession, prior activity, timing, travel, household access and answers to investigative questions.

Transaction & Merchant Data

Transaction history, merchant details, transaction patterns, recurring activity and relevant authorization information.

Card & Device Indicators

Available card, device, authentication and transaction-channel indicators that may provide additional context during the investigation.

The Goal: Make the Right Decision for the Right Reason

A defensible debit card claim decision should be based on the facts, supported by available evidence, consistent with Regulation E and documented clearly enough that another reviewer can understand how the institution reached its conclusion.

WHO SHOULD ATTEND

Built for the Teams Managing Debit Card Risk

This webinar is appropriate for professionals involved in debit card claims, deposit operations, fraud prevention, Regulation E, risk management and customer service.
Deposit Operations
Debit Card Operations
Fraud Investigators
Compliance Officers
Risk Management
Operations Managers
Customer Service Leaders
Branch Management
Card Services Teams
PRACTICAL & ACTIONABLE

Guidance You Can Put to Work Immediately

Using real-world examples and common dispute situations, this webinar will provide attendees with practical tools to improve investigation quality, strengthen documentation and reduce avoidable losses.

Whether you are new to Regulation E or looking to improve your institution's existing dispute-management practices, you'll leave with actionable guidance you can immediately apply.

The session is designed to help institutions create a more consistent process across investigators, operations teams, compliance staff and customer-facing employees.

Stronger Investigation = Stronger Decision

Improve the quality of the questions you ask, the evidence you review, the documentation you retain and the reasoning behind your final claim decision.

Make Better-Supported Debit Card Claim Decisions

Join FI Learning Group on Wednesday, October 7, 2026 from 1:00–2:00 PM Eastern for a practical look at evidence, Regulation E liability, error resolution, documentation and loss control.

REGISTER FOR THE WEBINAR →

Download the 2026-2027 Catalog

Today 4:03 PM Got it fixed. On to the Catalog again. I have a weird question....I've been using PowerPoint for about 25 years and this is the FIRST time I'm unable to find Margins (where I can set them) because the PPT Catalog doesn't have much space at the top. I could ask you to fix it but I thought I could fix it easily in PowerPoint. This is what the slide master looks like But THIS is the top Master format. Perhaps it's easier once I insert some additional slides (Erin created in Canva) and then have YOU go through and clean up layout, look for grammar, broken links, etc. 9dfec2ca-86a2-4786-95e5-3034d029a5dd.pdf PDF Ok. So here is a PDF of the final deck. Here's where I need your help: Yes — I think we have the final production version now. I used the catalog you uploaded as the source. Final files Download the final polished PowerPoint Download the final polished PDF What I changed and checked Applied a consistent global inset/margin so the pages have more breathing room. Added a hyperlinked Table of Contents immediately after the cover. Added three branded section dividers: Institution-Wide Membership Professional Certifications Live Webinars The Webinars divider now introduces both the webinar overview and the complete event catalog. Added Back to Contents navigation to the divider pages. Added PDF bookmarks for the major sections. Updated page numbering for the new 52-page structure. Fixed the truncated callout on the Why FI Learning Group page. Fixed the broken/wrapped service@filearninggroup.com display on Contact Us. Standardized 3-Part Stablecoin Bootcamp and cleaned up its truncated descriptions. Corrected several obviously mismatched webinar descriptions, including Negative News Research, wire-transfer programs, Treasury Management Payment Agreements, External A2A Fraud, and Frontline Fraud Defense. Added the previously missing hyperlink to the Upcoming Webinars button. Found one particularly sneaky link problem: the August 23, 2027 Fast, Compliant Account Opening registration was pointing to the generic LearnWorlds Webinars page in both the index and detailed catalog. I replaced both with the correct Stripe registration link. Hyperlink audit This came out very clean: 211 event registration links in the At-a-Glance Index 211 corresponding registration links in the Detailed Catalog The two sequences match exactly. The final PDF contains 218 unique external URLs, and the erroneous generic LearnWorlds event link is gone. TOC and section-navigation links are also active. I rendered the finished 52-page PDF and PowerPoint page-by-page for visual QA, and the PowerPoint overflow test passed with no slide content outside the page boundaries. One thing to know about the PowerPoint: because you gave me the finished PDF rather than the .pptx, the 48 original catalog pages are flattened in the PowerPoint. The new navigation is active, but editing individual text boxes on the original pages would require your original PPTX. The PDF is the highest-quality final publishing version and retains searchable/vector content and live links. FI_Learning_Group_2026-2027_Education_Training_Catalog_Final_Polished.pptx Presentation FI_Learning_Group_2026-2027_Education_Training_Catalog_Final_Polished.pdf PDF FI_Learning_Group_2026-2027_Education_Training_Catalog_Final(1).pptx Presentation Here is the original PPT. Does that help? You were right — the Meet the Founders page had been scaled down more than it should have been when I applied the global inset. I corrected it by restoring that page to its original larger scale and added live LinkedIn buttons for: Erin → linkedin.com/in/erinhandel/ Michael → linkedin.com/in/beird I also verified that both LinkedIn links are active in the PDF, and the PowerPoint still passes the slide-boundary/overflow check. Download the corrected PowerPoint Download the corrected PDF The founder section is noticeably easier to read now and feels much closer to the scale Erin originally designed. FI_Learning_Group_2026-2027_Education_Training_Catalog_Final_Polished_v2.pptx Presentation FI_Learning_Group_2026-2027_Education_Training_Catalog_Final_Polished_v2.pdf PDF Done — I rebuilt this from the editable original PowerPoint and did the full second-pass QA. I specifically corrected the issues you flagged: TOC orange-box numbers are now truly centered vertically and horizontally. All 8 TOC entries are live internal hyperlinks in the PowerPoint and PDF. The Membership, Certifications, and Webinars divider pages each have a working Back to Table of Contents link. Rechecked all 52 pages visually after rendering. Ran the PowerPoint overflow test: no objects outside slide boundaries. Reviewed text/graphics for clipping, awkward positioning, container overflow, and alignment. Kept the founder page at its larger scale and moved the LinkedIn buttons to the bottom of each founder profile. Fixed the Contact Us page so the email address no longer wraps awkwardly. Rechecked the registration links: 211 links in the At-a-Glance Index 211 links in the Detailed Catalog The two sequences now match exactly All 211 point to Stripe payment URLs The previously incorrect Fast, Compliant Account Opening link is corrected. Rechecked the other external links: LinkedIn, Calendly, email and telephone links. Cleaned the previously identified content mismatches, Stablecoin Bootcamp formatting, and other obvious text problems. Added PDF bookmarks for the major catalog sections. The underlying catalog remains based on the material in your original editable deck. Final files Download the FINAL editable PowerPoint Download the FINAL PDF I’d use these two as the new master files and retire the earlier “Polished” versions. FI_Learning_Group_2026-2027_Education_Training_Catalog_FINAL_EDITABLE.pptx Presentation FI_Learning_Group_2026-2027_Education_Training_Catalog_FINAL.pdf PDF Done. I made only the surgical changes you requested and then rechecked the deck so the event content itself stayed untouched. I corrected the month-banner spacing on: p. 27 — February 2027 p. 36 — June 2027 p. 38 — July 2027 p. 47 — November 2027 p. 49 — December 2027 — this is the page containing the November 30 webinar in the final pagination. I also added this centered copyright footer throughout: © 2026–Present, FI Learning Group, All Rights Reserved. Final QA confirmed: all 52 pages remain within the page boundaries; event text is unchanged; existing external hyperlink targets are unchanged; all 8 Table of Contents links work; all 3 Back to Table of Contents links work; LinkedIn, Stripe, Calendly and other external links remain intact; PDF bookmarks are preserved. Final v2 files Download the final editable PowerPoint Download the final PDF I’d treat these two as the master versions now. FI_Learning_Group_2026-2027_Education_Training_Catalog_FINAL_v2.pptx Presentation FI_Learning_Group_2026-2027_Education_Training_Catalog_FINAL_v2.pdf PDF Yes — I would absolutely deploy it as a flagship sales/marketing asset, not just treat it as a file people happen to stumble across. The key is this: the website should be the destination; the PDF should be the takeaway. I would not make the Catalog menu item open the PDF directly. You lose SEO, context, and the opportunity to send people into Webinars, Certifications, or Membership. Here’s the structure I’d use: Main navigation → Catalog should go to filearninggroup.com/catalog That page should open with something like “2026–2027 Education & Training Catalog”, a short description, and a large View / Download the Catalog button very high on the page. Immediately below that, give people three paths: Browse Webinars | Explore Certifications | Institution-Wide Membership Show a nice image of the catalog cover beside the download CTA so it feels like a substantial publication, not just a random PDF attachment. Then include a short HTML summary of what’s inside: 200+ scheduled events, six professional certifications, institution-wide membership, practical learning resources, etc. That gives Google actual indexable content. Optionally embed the PDF farther down the page for people who want to flip through it without downloading. Where else I would surface it Homepage: Yes. I would add a relatively prominent section, probably after the primary training/product overview: Plan Your Training Through 2027 Explore more than 200 scheduled webinars, six professional certifications, and institution-wide training options in the FI Learning Group Education & Training Catalog. View the 2026–2027 Catalog → I wouldn't put it above your primary Webinars/Certifications/Membership message, but it should absolutely be on the homepage. Webinars page: Very natural fit. Somewhere near Upcoming Webinars, add a small secondary CTA: Want to plan farther ahead? Download the complete 2026–2027 Education & Training Catalog. Certifications page: Smaller callout near the bottom. The catalog gives someone who came for a certification a reason to discover the broader offering. Membership page: I would definitely include it. In fact, the catalog is one of your strongest membership-selling tools because a training manager can physically see just how much $2,495 buys. Inside the PDF itself I would not add a “Download this PDF” link inside the PDF. 😄 By definition, they've already got it. But I would consider one tiny addition on the cover or TOC page: For the latest schedule, newly added programs and registration availability, visit filearninggroup.com/catalog That solves a bigger issue. This catalog covers through December 2027, so copies are going to get emailed around and live on people's desktops for a long time. If a webinar date changes or you add 50 more programs, an old PDF can never update itself. So the PDF should point back to the canonical live Catalog page, where the newest PDF is always available. That gives you a very nice ecosystem: Google / LinkedIn / email → Catalog landing page → PDF → individual registration links → Stripe …and: Old PDF somebody forwarded six months later → “latest catalog” link → current Catalog page → newest PDF I would also rename the public PDF Instead of the long working filename we have now, publish it as something clean like: FI-Learning-Group-2026-2027-Education-Training-Catalog.pdf That looks much better in downloads, browser tabs, forwarded emails and search results. And the website button should say “Download the 2026–2027 Catalog”, not “Download PDF.” Sell the thing, not the file format. One other idea I like a lot for you: use the catalog as a LinkedIn/email lead magnet without actually gating it. I wouldn't make someone surrender an email address just to download it. You've already built a catalog containing 211 opportunities for someone to spend money with you. The least friction possible is the right move. So my recommendation is: Catalog gets its own SEO landing page, PDF download is prominent near the top, homepage promotes it, Webinars/Membership cross-link to it, and the PDF itself points back to /catalog for the latest version. That would make the work we just put into this thing earn its keep. 😄 So can you create those pages and walk me through how/where to deploy it? I like your ideas but I'm exhausted, caught COVID over the weekend and really REALLY need the assist! :-) Absolutely. I’ve done the website work so this can be mostly copy, paste, upload, publish rather than another design project. I also made one strategic choice: on the website I use “200+ scheduled events” instead of hard-coding “211.” Your current catalog does contain 211 scheduled events, but “200+” won’t become wrong the moment you add or remove an event. The six certification paths remain explicit. I created everything Download the complete web deployment package Public-facing clean catalog PDF Catalog page — Hero HTML Catalog page — Body HTML Homepage with Catalog promotion added Webinars page with Catalog promotion added Certifications page with Catalog promotion added Membership page with Catalog promotion added Deployment instructions The ZIP contains all of those plus a web-ready catalog cover graphic. Do this first: create the Catalog page In LearnWorlds: Website → Design → Edit Website → Pages → + Create a blank public page: Page name: Catalog URL: /catalog For the page itself, I recommend using three sections rather than trying to make the PDF URL work inside custom HTML. First, add your usual Embed/HTML section and paste the contents of: FI_Learning_Group_Catalog_Hero.html That gives you the large branded Catalog introduction, faux catalog cover, messaging and links. Immediately below it, add: + Add Widget → Download File Upload this exact file: FI-Learning-Group-2026-2027-Education-Training-Catalog.pdf Set the button text to: Download the 2026–2027 Catalog I would make that button gold #FFB400 with navy #002B6B text, centered and fairly prominent. This is the cleanest method because LearnWorlds has a native Download File widget specifically for PDFs and downloadable documents. Their current documentation says files up to 20 MB are supported; ours is only about 5.5 MB, so we're comfortably within the limit. Then add another Embed/HTML section directly underneath and paste: FI_Learning_Group_Catalog_Body.html That completes the page. What the Catalog page now does The page sells the catalog rather than merely dumping a PDF on somebody. It explains what it contains, shows the scale of the offering, and routes visitors into: Webinars → /webinars Certifications → /certifications Membership → /membership The PDF becomes the downloadable planning document; the website remains the current source for dates, availability and registration. That is exactly the relationship I want between the two. Catalog SEO Go into Page SEO for /catalog and enter: SEO Title 2026–2027 Banking Training Catalog | FI Learning Group SEO Description Explore 200+ banking webinars, six professional certifications, and institution-wide training for banks and credit unions in the FI Learning Group 2026–2027 catalog. Optional Keywords banking training catalog, bank webinars, credit union training, banking certifications, financial institution training, compliance training, payments training, treasury management training Exclude from sitemap: OFF And make sure the page is public. LearnWorlds' current page creation path is indeed Website → Design → Edit Website → Pages → +, so we're aligned with the current builder rather than an old interface. Then update the four existing pages I've already done the HTML work. For each page, use Pages Manager → find the exact URL → pencil/Edit HTML, just as we've been doing, and replace the current HTML with its new version: Home → FI_Learning_Group_Homepage_With_Catalog.html I added a fairly substantial “Your training plan through 2027, in one place” section shortly before the final Membership CTA. Webinars → FI_Learning_Group_Webinars_With_Catalog.html I added “See the complete 2026–2027 training calendar” immediately after the upcoming webinar/calendar area. Certifications → FI_Learning_Group_Certifications_With_Catalog.html I added a smaller Catalog cross-sell near the bottom, because somebody considering a credential may want to see everything else you offer. Membership → FI_Learning_Group_Membership_With_Catalog.html This one gets a stronger Catalog callout because I think the catalog is a particularly powerful membership sales tool: it makes the volume of available training tangible. About Us does not need another Catalog callout. We don't need to put the poor catalog on every available square inch of the website. 😄 One navigation check Your public Before Sign-in/Sign-up menu already has Catalog. Just click the pencil next to Catalog and make sure it is: On click → Go to → Page → Catalog → Same window LearnWorlds supports direct page-to-page navigation this way. Finally: Google Once you've published /catalog, open an Incognito window and test: https://filearninggroup.com/catalog Check the download button once. Then: Google Search Console → URL Inspection Enter: https://filearninggroup.com/catalog Then: Test Live URL → Request Indexing That's it. One thing I would save for the very end I still like adding a tiny line inside the PDF itself saying: For the latest schedule and newest catalog version, visit filearninggroup.com/catalog But I would publish /catalog first. Once we know it is live and working, I can make that one final tiny modification to the PowerPoint/PDF so every copy that gets forwarded around for the next 16 months has a permanent path back to the live site. So for now, you only need to concentrate on one thing: build /catalog using Hero → Download File widget → Body. Everything else is already prepared.
2026–2027 Education & Training Catalog

Plan your banking training through 2027.

Explore more than 200 scheduled banking webinars, six professional certification paths, practical learning resources, and institution-wide training options built for banks and credit unions.

FIFI LEARNING GROUP
Education & Training

2026–2027 Catalog

Practical webinars, certifications, and institution-wide training for financial institution professionals.

SEPTEMBER 2026 – DECEMBER 2027
Download the complete catalog below.52 pages • searchable PDF • active registration links • 5.5 MB
What’s Inside

A practical training roadmap for the whole institution.

The catalog brings FI Learning Group’s scheduled education into one place so training leaders and individual professionals can plan ahead without sorting through hundreds of separate listings.

200+scheduled webinar events
6professional certification paths
$2,495institution-wide annual membership
Choose Your Path

Use the catalog—or go straight to what you need.

The PDF is ideal for planning and sharing internally. The live website remains the best place for current availability, full program details, and registration.

Live & On Demand

Banking Webinars

Browse upcoming programs across compliance, fraud, payments, Treasury Management, lending, operations, risk, audit and emerging financial services.

Browse Webinars
Professional Credentials

Certifications

Explore focused programs for Treasury, fraud, risk, payments, Regulation E and compliance professionals.

Explore Certifications
Best Value

Institution-Wide Membership

Give your entire bank or credit union access to FI Learning Group webinars and certifications for one simple annual price.

Explore Membership
Built to Be Useful

Keep the PDF. Use the website for the latest details.

Schedules evolve. New programs are added. Registration availability changes. The catalog is designed to be a convenient planning document while the FI Learning Group website remains the current source for program information.

  • Use the clickable Table of Contents to jump directly to major catalog sections.
  • Use the active Register Now links throughout the PDF to move directly into registration.
  • Share the PDF internally with managers, HR, Learning & Development, compliance and department leaders.
  • Return to this page whenever you want the newest available catalog version.

Ready to build your training plan?

Browse the live schedule now, or explore institution-wide access for your entire team.

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