Be sure you have your story straight ... and DOCUMENT EVERYTHING including phone calls. This is how I would start out.
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I work in banking. I put out fires like Chickensoup is talking about. I’m a few levels up from Customer Service.
I cant tell you how many times I talk to people. I really believe they have called and spoke with our CS people several times. And when they can’t tell me who they spoke with, I tell them....
Then you wasted your time. You didn’t write their names down? Then I can’t go back to that person for info or help.
If you don’t write it down - IT DIDN’T HAPPEN!!
We could tell who a customer talked to by who accessed their account. This was 20 years ago. I used to run call centers for a large bank.
This story is so squirrelly—he says debit card, but then he talks about moving money. It sounds more like someone got ahold of her online account and PIN.
Based on that version of her story, the liability is on the customer (not protecting her pin) and would be a case for the police. Fraudulent use of a debit card through the VISA system is covered through the system, and the bank.
I know it sounds like an excuse, but we need a lot more detail. Plus, if he daughter is over 18...no one is going to give him any information.
Rule #1 in my 32-year military career: If it's not in writing - it didn't happen. Document EVERY SINGLE THING. YOU have a soldier that you need to drop paperwork on - especially now? Especially if they are not a white male? You better have it documented.
I made memo's for record for EVERYTHING. If I could have gotten away with recording everything on audio - I would have.