The New York Attorney General's decision to sue Citibank last week for failing to reimburse customers who'd been victimized by fraud raised some interesting issues for business that go beyond just Citibank. Specificially, when should a customer be reimbursed for fraud and at what point do the customer's own actions come into play?
To be clear, financial institutions have been routinely refusing to reimburse customers who have done nothing wrong. The far trickier issue is when the customer does indeed do something wrong.
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