07/27/2026 | Wespay’s “The Payment Perspective” Podcast
Short Episode Overview: In this episode of the Payments Perspective Podcast, host Jim Petkovits, Vice President of Education and Events at Wespay, speaks with Kimberly Mantuano, Director of Product and Solutions at FINBOA, about managing Reg E compliance and payment disputes. They unpack the critical components of a well-executed Reg E investigation, explore common regulatory pitfalls and discuss strategies for centralizing dispute processes across multiple payment channels to ensure consistency and audit readiness.
Key Discussion Points:
- Importance of Strong Reg E Investigations: Maintaining a thorough, well-documented investigation process protects financial institutions from regulatory consent orders, establishes defensible bases for dispute denials, and mitigates excessive fraud losses.
- Broad Scope of Coverage: Reg E covers all electronic funds transfers (EFTs); including ACH, card transactions, Zelle, bill pay, and real-time payments (FedNow/RTP); rather than just debit card disputes.
- Breaking Down Departmental Silos: Centralizing payment dispute tracking across separate back-office departments ensures standard intake procedures, simplifies quality control and prevents consumer confusion.
- Common Mistakes to Avoid: Financial institutions must avoid improperly denying claims submitted past the 60-day statement window, requiring consumers to submit receipts before investigating or failing to reimburse fees and interest associated with disputed items.
- Essential Documentation and Audit Trails: Audits require precise timestamps on reported errors, standardized intake forms, copies of required consumer notices, and documented training and repeatability across procedures.
- Role of Automated Dispute Management: Automated platforms help institutions adhere strictly to 10-day provisional credit timelines and streamline recovery across card networks and payment rails without violating Reg E requirements.
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