Eastern Bus Co

Initial Business Response / [redacted] (1000, 7, 2015/09/02) */ [redacted] , We responded to your complaint on 8/10/prior to case transferWe are sending here againPlease see details below 8/10/ [redacted] XXXXX Compliant # XXXXXXXX Account # [redacted] Dear [redacted] , This letter is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for reply In the rebuttal the customer raised the following concerns: Texaco/Chevron failed to send any of my paper statements as required 6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue Texaco/Chevron cancelled my cards for Fraud that did not exist without notice 7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this actionDue to the address issue the cards were sent back to us as undeliverable Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex Appears the original set of cards was never receivedOn 6/8/customer ordered replacement cardsAccording to Fed Ex cards were delivered to someone named [redacted] (unknown individual) - cards not receivedReplacement cards were again reordered on 6/18/with the corrected address manually entered into the systemAgain customer never received those cardsThe 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraudThat package was returned to us on 8/4/due to the address issue When I called to close the account the representative was rude & totally un helpful 8/5/- Agent attempted to inform the customer of our process and advised he would email her the formShe insisted that he close the account immediatelyEvery time the Agent tried to speak the customer would start yelling at him to close the account nowAgent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agentThe customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her backShe refused and indicated she would call back Customer immediately called back and the call went to the same AgentAs soon as he indicated who he was she disconnected the call Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billedOn 8/5/the customer reported she was not receiving her statementsThe Agent emailed her both the statements and reports which included the individual transactionsThere are no notes indicating the customer requested receiptsWe only receive the transactions electronically from the merchants, we do not have receiptsHad the customer asked for receipts, she would have been advised that she would need to get those from the merchant It took emails to find out if account was closed as I requested 8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the accountThe customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form The balance quoted in three emails by customer service rep was wrong as I made a payment of $ To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel We are sorry that your experience has not been a pleasant oneWe take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experienced Sincerely, [redacted] Customer Service Supervisor Chevron Universal MasterCard PO Box XXXXXX [redacted] XXXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , This letter is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for reply In the rebuttal the customer raised the following concerns: Texaco/Chevron failed to send any of my paper statements as required 6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue Answer: To date I have not received any paper bills from Chevron as required by law Fair Credit Reporting Act Texaco/Chevron cancelled my cards for Fraud that did not exist without notice 7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this actionDue to the address issue the cards were sent back to us as undeliverable Answer: For the fourth time they were sent to the wrong address I was at the place of business when they said they attempted deliverythere was no attempt Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex Appears the original set of cards was never receivedOn 6/8/customer ordered replacement cardsAccording to Fed Ex cards were delivered to someone named [redacted] (unknown individual) - cards not receivedReplacement cards were again reordered on 6/18/with the corrected address manually entered into the systemAgain customer never received those cardsThe 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraudThat package was returned to us on 8/4/due to the address issue Answer: See Response above When I called to close the account the representative was rude & totally un helpful 8/5/- Agent attempted to inform the customer of our process and advised he would email her the formShe insisted that he close the account immediatelyEvery time the Agent tried to speak the customer would start yelling at him to close the account nowAgent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agentThe customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her backShe refused and indicated she would call back Customer immediately called back and the call went to the same AgentAs soon as he indicated who he was she disconnected the call Answer: Listen to the call the agent hung up on me why would I speak to someone who hung up on me Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billedOn 8/5/the customer reported she was not receiving her statementsThe Agent emailed her both the statements and reports which included the individual transactionsThere are no notes indicating the customer requested receiptsWe only receive the transactions electronically from the merchants, we do not have receiptsHad the customer asked for receipts, she would have been advised that she would need to get those from the merchant Answer: I have emails requesting receipts of transactions as I did not charge $in gas & per the Fair Credit Reporting ActBusiness has the burden to show proof of purchase when requested by card holder not customerThese transactions are fraudulent & Texaco/Chevron must verify when disputed It took emails to find out if account was closed as I requested 8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the accountThe customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion Answer: emails as stated to get verification Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form Answer: I have copies of all emails & have contacted other customer with a copy of their bill sent to me The balance quoted in three emails by customer service rep was wrong as I made a payment of $ To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due Answer: There was a $payment made on this account & I have it showing in my bank account & this again states Fraud on behalf of FleetCOR because I sent them an email showing the receipt: 08/06/Auto Deduct CARD SERVICES ONLINE PMT Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel We are sorry that your experience has not been a pleasant oneWe take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experienced Answer: I also have emails from [redacted] stating all fees, interest, and wrong charges were credited As I clearly see from the notes above this is a case of inside Fraud & I request Texaco/Chevron deal with this case & investigate My request has not changed & I request response no later than Friday Sept 4th as this has been very delayed & inaccurate Sincerely, [redacted] Customer Service Supervisor Chevron Universal MasterCard PO Box XXXXXX [redacted] XXXXX Final Business Response / [redacted] (4000, 14, 2015/09/17) */ 9/17/ [redacted] XXXXX Compliant # XXXXXXXX - Customer Rebuttal Account # [redacted] Dear [redacted] , This letter is in response to the Revdex.com complaint rebuttal we receivedWe appreciate the opportunity to respond and regret the delay in our reply The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for replyThe Fair Credit Reporting Act laws are only applied to "consumer accounts" not business accounts In your rebuttal you requested the following: Billing Adjustment - This is what I am requesting: Due to their errors on cards, bills, invoices Chevron credit the remaining $on this account We received your payment in the amount of $leaving a balance of $Your account has been credited for the remaining balance of $It now has a zero balance and is closed Chevron contact credit companies & insure nothing erroneous has been reported if so remove it No negative information was ever reported to Credit Agencies Send me a letter of apology from CEO stating my account is completely clear & there are no more lates As stated in our response letter dated 8/10/- We are sorry that your experience has not been a pleasant oneWe take our customer service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experiencedAs stated above your account is currently at a zero balance and is closedNo further transactions will be placed on the account Insure all cards with my name or companies closed & cannot be used All cards have been blocked and the account itself has been closed and cannot be used Send copies of all receipts & invoices as none were ever sent As explained in the letter dated 8/10/we are unable to provide receipts for transactions as they are not sent to us from the MerchantsYou must go to the individual Merchants to obtain copies of receiptsInvoices were emailed to you on 8/5/ Let me again apologize for your inconvenience and frustration Sincerely, [redacted] Customer Service Supervisor Chevron Universal MasterCard PO Box XXXXXX [redacted] XXXXX Final Consumer Response / [redacted] (2000, 16, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your time I accept the companies credit of $the remainder of the bill leaving a zero balance I accept the companies apology, & I accept that the company has not reported anything negative to the Credit BureausI accept this response & the case is closed Thank you [redacted] J [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply The ARCO Business Solutions Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the ARCO Business Solutions fleet card programTherefore, your letter has been forwarded to our office for reply Customer submitted his dispute to the Comdata organizationComdata submitted his dispute electronically to Fleetcor on 8/26/The customer disputed $in transactions with a date range of 8/3/through 8/20/The claim was reviewed, denied, and the customer was sent notification via postal mail by 9/4/ The letter sent indicated that his claim was denied per the Terms and Conditions of the Card Member Agreement which state that the card holder "waives any and all limitations on liability (if he has) or more active cards" on the accountThe customer references previous fraud claims that were paid out, but Fleetcor was unable to identify any such claims without further details from the customerFleetcor does reserve the right to pay out fraud claims to customers with or more active cards, but has elected not to do regarding this claim Regarding his contention that the charges should not have gone through without the PIN, he would be correct as long as the card is used at a location that has PIN protection technologyHowever, there are many gas stations through the country that still do not have the technology to prompt for a PINThis account was set up to require a PIN at stations that have the technology to PIN prompt, but also to allow transactions at stations that do not have the technology to prompt for a PIN The customer was not happy with the decision to deny his claim, so he contacted Karen Waller of the Comdata Corporation (with whom he had dealings in regarding a separate issue)She informed him that she could not help him, and forwarded his email to the Fleetcor Fraud Dept We have received his request to "re-examine" his claimThough we have not yet responded to his request to review the claim a second time, the outcome will be the samePer the Terms and Conditions of his card member agreement as dictated in our original letter, the customer waives his limitation on liability if he has more than active cards Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we were first approached by ARCO to sign up with their card, we were clrealy told there would be no fraud liabilityWe started with two or three cards and they were only for use at Arco Gas stations, which was fineAs our Business grew we added more cards, and not once were we notified of the card rule - otherwise we would not have added the cardsAT some point Arco decided to "Upgrade" our account to Universal which enabled filling up at other than Arco gas stations, this was not something we asked forWe were happy with the cards being limited to Arco Gas Stations with the PIN requirement, again no notification was made by Fleetcor of the added liability of fraud at Gas Stations other than ArcoThese were "Slipped in" as a matter fact, shifting liability to our Company without our Clear KnowledgeTo Re-iterate, all the fraud has been at other than Arco Stations, and out of our service area of San Diego, These Transactions should have been Flagged by Fleetcor and Comdata which is owned by Fleetcor, as they were obviously out of town AND for amounts very large and different from what we normally charge This is the First response we have had in days of follow upWe stand firm in our decision to receive full credit for all the fraudulent charges as they should have been flagged by Fleetcor and Comdata fraud detection teams, regardless of card rule - that we were never made aware of as the business grew and more cards were neededWe would like to see a signed agreement by our Authorized Company Officer, of the card ruleWe do not have signed agreement showing we accepted these "new" terms, which are completely different from what we were told when Arco solicited our Business about years ago We were were specifically told there would be no Fraud Liability to our company when we signed up Final Business Response / [redacted] (4000, 9, 2015/10/12) */ We have no signed contractsOur customers have no contractual obligation to use the cardInstead, we have a terms and agreements page that states if the customer uses the cards, they are accepting the terms and conditions as they are writtenBy using the card and paying for services, the customer acknowledges that he accepts the terms and conditions as they are writtenEvery statement (both for ARCO proprietary and ARCO MasterCard) has the card rule on the back of the first page of the statement with other terms and conditionsPlease provide documentation guaranteeing no fraud liability for further research Final Consumer Response / [redacted] (4200, 11, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is obviously not going anywhereFleetcor has as of today not returned any calls or Emails to us directly to resolve this issueWe were specifically told at initial sign up that there would be no fraud liability - otherwise we simply would not have signed up with them!Over time they have "slipped in" new terms and conditions without any signed contracts showing that our company accepts these changes, it's classic "Bait and Switch" tactics In retaliation they have closed our account We will go with another Fleetcard program that offers better protection from no fault fraud At this point We will let our Attorney handle this going forward I thank the Revdex.com for taking our complaint, and the Revdex.com's ability to extract a response from Fleetcor Unfortunately this is just another example of "Big" business taking advantage of "Small" business

Initial Business Response /* (1000, 7, 2015/09/02) */
***,
We responded to your complaint on 8/10/prior to case transfer We are sending here again Please see details below
8/10/
***
XXXXX
Compliant # XXXXXXXX
Account # ***
Dear *** ***,
This letter is in response to the Revdex.com complaint we received We appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business use FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card program Therefore, your letter has been forwarded to our office for reply
In the rebuttal the customer raised the following concerns:
Texaco/Chevron failed to send any of my paper statements as required
6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue
Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this action Due to the address issue the cards were sent back to us as undeliverable
Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex
Appears the original set of cards was never received On 6/8/customer ordered replacement cards According to Fed Ex cards were delivered to someone named *** (unknown individual) - cards not received Replacement cards were again reordered on 6/18/with the corrected address manually entered into the system Again customer never received those cards The 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraud That package was returned to us on 8/4/due to the address issue
When I called to close the account the representative was rude & totally un helpful
8/5/- Agent attempted to inform the customer of our process and advised he would email her the form She insisted that he close the account immediately Every time the Agent tried to speak the customer would start yelling at him to close the account now Agent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agent The customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her back She refused and indicated she would call back
Customer immediately called back and the call went to the same Agent As soon as he indicated who he was she disconnected the call
Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billed On 8/5/the customer reported she was not receiving her statements The Agent emailed her both the statements and reports which included the individual transactions There are no notes indicating the customer requested receipts We only receive the transactions electronically from the merchants, we do not have receipts Had the customer asked for receipts, she would have been advised that she would need to get those from the merchant
It took emails to find out if account was closed as I requested
8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the account The customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion
Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form
The balance quoted in three emails by customer service rep was wrong as I made a payment of $
To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $ In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due
Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant one We take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccur Please accept our sincere apology for any frustration you have experienced
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear *** ***,
This letter is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for reply
In the rebuttal the customer raised the following concerns:
Texaco/Chevron failed to send any of my paper statements as required
6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue
Answer: To date I have not received any paper bills from Chevron as required by law Fair Credit Reporting Act
Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this actionDue to the address issue the cards were sent back to us as undeliverable
Answer: For the fourth time they were sent to the wrong address I was at the place of business when they said they attempted deliverythere was no attempt
Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex
Appears the original set of cards was never receivedOn 6/8/customer ordered replacement cardsAccording to Fed Ex cards were delivered to someone named *** (unknown individual) - cards not receivedReplacement cards were again reordered on 6/18/with the corrected address manually entered into the systemAgain customer never received those cardsThe 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraudThat package was returned to us on 8/4/due to the address issue
Answer: See Response above
When I called to close the account the representative was rude & totally un helpful
8/5/- Agent attempted to inform the customer of our process and advised he would email her the formShe insisted that he close the account immediatelyEvery time the Agent tried to speak the customer would start yelling at him to close the account nowAgent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agentThe customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her backShe refused and indicated she would call back
Customer immediately called back and the call went to the same AgentAs soon as he indicated who he was she disconnected the call
Answer: Listen to the call the agent hung up on me why would I speak to someone who hung up on me
Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billedOn 8/5/the customer reported she was not receiving her statementsThe Agent emailed her both the statements and reports which included the individual transactionsThere are no notes indicating the customer requested receiptsWe only receive the transactions electronically from the merchants, we do not have receiptsHad the customer asked for receipts, she would have been advised that she would need to get those from the merchant
Answer: I have emails requesting receipts of transactions as I did not charge $in gas & per the Fair Credit Reporting ActBusiness has the burden to show proof of purchase when requested by card holder not customerThese transactions are fraudulent & Texaco/Chevron must verify when disputed
It took emails to find out if account was closed as I requested
8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the accountThe customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion
Answer: emails as stated to get verification
Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form
Answer: I have copies of all emails & have contacted other customer with a copy of their bill sent to me
The balance quoted in three emails by customer service rep was wrong as I made a payment of $
To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due
Answer: There was a $payment made on this account & I have it showing in my bank account & this again states Fraud on behalf of FleetCOR because I sent them an email showing the receipt:
08/06/Auto Deduct CARD SERVICES ONLINE PMT
Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant oneWe take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experienced
Answer: I also have emails from *** stating all fees, interest, and wrong charges were credited
As I clearly see from the notes above this is a case of inside Fraud & I request Texaco/Chevron deal with this case & investigate
My request has not changed & I request response no later than Friday Sept 4th as this has been very delayed & inaccurate
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Final Business Response /* (4000, 14, 2015/09/17) */
9/17/
*** XXXXX
Compliant # XXXXXXXX - Customer Rebuttal
Account # ***
Dear *** ***,
This letter is in response to the Revdex.com complaint rebuttal we received We appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business use FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card program Therefore, your letter has been forwarded to our office for replyThe Fair Credit Reporting Act laws are only applied to "consumer accounts" not business accounts
In your rebuttal you requested the following:
Billing Adjustment - This is what I am requesting:
Due to their errors on cards, bills, invoices Chevron credit the remaining $on this account
We received your payment in the amount of $leaving a balance of $Your account has been credited for the remaining balance of $ It now has a zero balance and is closed
Chevron contact credit companies & insure nothing erroneous has been reported if so remove it
No negative information was ever reported to Credit Agencies
Send me a letter of apology from CEO stating my account is completely clear & there are no more lates
As stated in our response letter dated 8/10/- We are sorry that your experience has not been a pleasant one We take our customer service seriously and will definitely provide coaching to ensure these types of issues do not reoccur Please accept our sincere apology for any frustration you have experienced As stated above your account is currently at a zero balance and is closed No further transactions will be placed on the account
Insure all cards with my name or companies closed & cannot be used
All cards have been blocked and the account itself has been closed and cannot be used
Send copies of all receipts & invoices as none were ever sent
As explained in the letter dated 8/10/we are unable to provide receipts for transactions as they are not sent to us from the Merchants You must go to the individual Merchants to obtain copies of receipts Invoices were emailed to you on 8/5/
Let me again apologize for your inconvenience and frustration
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Final Consumer Response /* (2000, 16, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your time I accept the companies credit of $the remainder of the bill leaving a zero balance I accept the companies apology, & I accept that the company has not reported anything negative to the Credit BureausI accept this response & the case is closed
Thank you
*** J ***

Initial Business Response /* (1000, 7, 2015/09/02) */
***,
We responded to your complaint on 8/10/prior to case transferWe are sending here againPlease see details below
8/10/
***
XXXXX
Compliant # XXXXXXXX
Account # ***
Dear *** ***,
This letter is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for reply
In the rebuttal the customer raised the following concerns:
Texaco/Chevron failed to send any of my paper statements as required
6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue
Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this actionDue to the address issue the cards were sent back to us as undeliverable
Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex
Appears the original set of cards was never receivedOn 6/8/customer ordered replacement cardsAccording to Fed Ex cards were delivered to someone named *** (unknown individual) - cards not receivedReplacement cards were again reordered on 6/18/with the corrected address manually entered into the systemAgain customer never received those cardsThe 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraudThat package was returned to us on 8/4/due to the address issue
When I called to close the account the representative was rude & totally un helpful
8/5/- Agent attempted to inform the customer of our process and advised he would email her the formShe insisted that he close the account immediatelyEvery time the Agent tried to speak the customer would start yelling at him to close the account nowAgent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agentThe customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her backShe refused and indicated she would call back
Customer immediately called back and the call went to the same AgentAs soon as he indicated who he was she disconnected the call
Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billedOn 8/5/the customer reported she was not receiving her statementsThe Agent emailed her both the statements and reports which included the individual transactionsThere are no notes indicating the customer requested receiptsWe only receive the transactions electronically from the merchants, we do not have receiptsHad the customer asked for receipts, she would have been advised that she would need to get those from the merchant
It took emails to find out if account was closed as I requested
8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the accountThe customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion
Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form
The balance quoted in three emails by customer service rep was wrong as I made a payment of $
To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due
Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant oneWe take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experienced
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear *** ***,
This letter is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for reply
In the rebuttal the customer raised the following concerns:
Texaco/Chevron failed to send any of my paper statements as required
6/1/- During the set up, it appears that the address required lines - the apartment number was cut off reading Apt rather than Apt Statements were promptly sent once we were aware of this issue
Answer: To date I have not received any paper bills from Chevron as required by law Fair Credit Reporting Act
Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/- Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-business days and sent the customer an email informing her of this actionDue to the address issue the cards were sent back to us as undeliverable
Answer: For the fourth time they were sent to the wrong address I was at the place of business when they said they attempted deliverythere was no attempt
Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my aptcomplex
Appears the original set of cards was never receivedOn 6/8/customer ordered replacement cardsAccording to Fed Ex cards were delivered to someone named *** (unknown individual) - cards not receivedReplacement cards were again reordered on 6/18/with the corrected address manually entered into the systemAgain customer never received those cardsThe 4th set of cards (2), were requested by our Fraud Department on 7/28/to replace the cards locked for fraudThat package was returned to us on 8/4/due to the address issue
Answer: See Response above
When I called to close the account the representative was rude & totally un helpful
8/5/- Agent attempted to inform the customer of our process and advised he would email her the formShe insisted that he close the account immediatelyEvery time the Agent tried to speak the customer would start yelling at him to close the account nowAgent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writingAt this point the customer was talking over the agentThe customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her backShe refused and indicated she would call back
Customer immediately called back and the call went to the same AgentAs soon as he indicated who he was she disconnected the call
Answer: Listen to the call the agent hung up on me why would I speak to someone who hung up on me
Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billedOn 8/5/the customer reported she was not receiving her statementsThe Agent emailed her both the statements and reports which included the individual transactionsThere are no notes indicating the customer requested receiptsWe only receive the transactions electronically from the merchants, we do not have receiptsHad the customer asked for receipts, she would have been advised that she would need to get those from the merchant
Answer: I have emails requesting receipts of transactions as I did not charge $in gas & per the Fair Credit Reporting ActBusiness has the burden to show proof of purchase when requested by card holder not customerThese transactions are fraudulent & Texaco/Chevron must verify when disputed
It took emails to find out if account was closed as I requested
8/5/- Customer emailed times on the same day 8/5/as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the accountThe customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion
Answer: emails as stated to get verification
Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form
Answer: I have copies of all emails & have contacted other customer with a copy of their bill sent to me
The balance quoted in three emails by customer service rep was wrong as I made a payment of $
To date there have been no payments made on this accountOn 8/5/the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due
Answer: There was a $payment made on this account & I have it showing in my bank account & this again states Fraud on behalf of FleetCOR because I sent them an email showing the receipt:
08/06/Auto Deduct CARD SERVICES ONLINE PMT
Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant oneWe take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experienced
Answer: I also have emails from *** stating all fees, interest, and wrong charges were credited
As I clearly see from the notes above this is a case of inside Fraud & I request Texaco/Chevron deal with this case & investigate
My request has not changed & I request response no later than Friday Sept 4th as this has been very delayed & inaccurate
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Final Business Response /* (4000, 14, 2015/09/17) */
9/17/
*** XXXXX
Compliant # XXXXXXXX - Customer Rebuttal
Account # ***
Dear *** ***,
This letter is in response to the Revdex.com complaint rebuttal we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The Chevron Universal MasterCard Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card programTherefore, your letter has been forwarded to our office for replyThe Fair Credit Reporting Act laws are only applied to "consumer accounts" not business accounts
In your rebuttal you requested the following:
Billing Adjustment - This is what I am requesting:
Due to their errors on cards, bills, invoices Chevron credit the remaining $on this account
We received your payment in the amount of $leaving a balance of $Your account has been credited for the remaining balance of $It now has a zero balance and is closed
Chevron contact credit companies & insure nothing erroneous has been reported if so remove it
No negative information was ever reported to Credit Agencies
Send me a letter of apology from CEO stating my account is completely clear & there are no more lates
As stated in our response letter dated 8/10/- We are sorry that your experience has not been a pleasant oneWe take our customer service seriously and will definitely provide coaching to ensure these types of issues do not reoccurPlease accept our sincere apology for any frustration you have experiencedAs stated above your account is currently at a zero balance and is closedNo further transactions will be placed on the account
Insure all cards with my name or companies closed & cannot be used
All cards have been blocked and the account itself has been closed and cannot be used
Send copies of all receipts & invoices as none were ever sent
As explained in the letter dated 8/10/we are unable to provide receipts for transactions as they are not sent to us from the MerchantsYou must go to the individual Merchants to obtain copies of receiptsInvoices were emailed to you on 8/5/
Let me again apologize for your inconvenience and frustration
Sincerely,
***
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
*** XXXXX
Final Consumer Response /* (2000, 16, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your time I accept the companies credit of $the remainder of the bill leaving a zero balance I accept the companies apology, & I accept that the company has not reported anything negative to the Credit BureausI accept this response & the case is closed
Thank you
*** J ***

Initial Business Response /* (1000, 5, 2015/10/06) */
This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The ARCO Business Solutions Account is a business account restricted to business use FleetCor Technologies
Operating Company, LLC (FleetCor) operates the ARCO Business Solutions fleet card program Therefore, your letter has been forwarded to our office for reply
Customer submitted his dispute to the Comdata organization Comdata submitted his dispute electronically to Fleetcor on 8/26/ The customer disputed $in transactions with a date range of 8/3/through 8/20/ The claim was reviewed, denied, and the customer was sent notification via postal mail by 9/4/
The letter sent indicated that his claim was denied per the Terms and Conditions of the Card Member Agreement which state that the card holder "waives any and all limitations on liability (if he has) or more active cards" on the account The customer references previous fraud claims that were paid out, but Fleetcor was unable to identify any such claims without further details from the customer Fleetcor does reserve the right to pay out fraud claims to customers with or more active cards, but has elected not to do regarding this claim
Regarding his contention that the charges should not have gone through without the PIN, he would be correct as long as the card is used at a location that has PIN protection technology However, there are many gas stations through the country that still do not have the technology to prompt for a PIN This account was set up to require a PIN at stations that have the technology to PIN prompt, but also to allow transactions at stations that do not have the technology to prompt for a PIN
The customer was not happy with the decision to deny his claim, so he contacted Karen Waller of the Comdata Corporation (with whom he had dealings in regarding a separate issue) She informed him that she could not help him, and forwarded his email to the Fleetcor Fraud Dept
We have received his request to "re-examine" his claim Though we have not yet responded to his request to review the claim a second time, the outcome will be the same Per the Terms and Conditions of his card member agreement as dictated in our original letter, the customer waives his limitation on liability if he has more than active cards
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we were first approached by ARCO to sign up with their card, we were clrealy told there would be no fraud liabilityWe started with two or three cards and they were only for use at Arco Gas stations, which was fineAs our Business grew we added more cards, and not once were we notified of the card rule - otherwise we would not have added the cardsAT some point Arco decided to "Upgrade" our account to Universal which enabled filling up at other than Arco gas stations, this was not something we asked forWe were happy with the cards being limited to Arco Gas Stations with the PIN requirement, again no notification was made by Fleetcor of the added liability of fraud at Gas Stations other than ArcoThese were "Slipped in" as a matter fact, shifting liability to our Company without our Clear KnowledgeTo Re-iterate, all the fraud has been at other than Arco Stations, and out of our service area of San Diego, These Transactions should have been Flagged by Fleetcor and Comdata which is owned by Fleetcor, as they were obviously out of town AND for amounts very large and different from what we normally charge
This is the First response we have had in days of follow upWe stand firm in our decision to receive full credit for all the fraudulent charges as they should have been flagged by Fleetcor and Comdata fraud detection teams, regardless of card rule - that we were never made aware of as the business grew and more cards were neededWe would like to see a signed agreement by our Authorized Company Officer, of the card ruleWe do not have signed agreement showing we accepted these "new" terms, which are completely different from what we were told when Arco solicited our Business about years ago
We were were specifically told there would be no Fraud Liability to our company when we signed up
Final Business Response /* (4000, 9, 2015/10/12) */
We have no signed contractsOur customers have no contractual obligation to use the cardInstead, we have a terms and agreements page that states if the customer uses the cards, they are accepting the terms and conditions as they are written By using the card and paying for services, the customer acknowledges that he accepts the terms and conditions as they are written Every statement (both for ARCO proprietary and ARCO MasterCard) has the card rule on the back of the first page of the statement with other terms and conditionsPlease provide documentation guaranteeing no fraud liability for further research
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously not going anywhereFleetcor has as of today not returned any calls or Emails to us directly to resolve this issueWe were specifically told at initial sign up that there would be no fraud liability - otherwise we simply would not have signed up with them!Over time they have "slipped in" new terms and conditions without any signed contracts showing that our company accepts these changes, it's classic "Bait and Switch" tactics
In retaliation they have closed our account
We will go with another Fleetcard program that offers better protection from no fault fraud
At this point We will let our Attorney handle this going forward
I thank the Revdex.com for taking our complaint, and the Revdex.com's ability to extract a response from Fleetcor
Unfortunately this is just another example of "Big" business taking advantage of "Small" business

Final Consumer Response /* (2000, 9, 2015/12/16) */
We contacted the business and resolved the complaint

Initial Business Response /* (1000, 5, 2015/10/06) */
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond and regret the delay in our reply.
The ARCO Business Solutions Account is a business account restricted to business use. FleetCor Technologies...

Operating Company, LLC (FleetCor) operates the ARCO Business Solutions fleet card program. Therefore, your letter has been forwarded to our office for reply.
Customer submitted his dispute to the Comdata organization. Comdata submitted his dispute electronically to Fleetcor on 8/26/15. The customer disputed $1372 in transactions with a date range of 8/3/15 through 8/20/15. The claim was reviewed, denied, and the customer was sent notification via postal mail by 9/4/15.
The letter sent indicated that his claim was denied per the Terms and Conditions of the Card Member Agreement which state that the card holder "waives any and all limitations on liability (if he has) 10 or more active cards" on the account. The customer references previous fraud claims that were paid out, but Fleetcor was unable to identify any such claims without further details from the customer. Fleetcor does reserve the right to pay out fraud claims to customers with 10 or more active cards, but has elected not to do regarding this claim.
Regarding his contention that the charges should not have gone through without the PIN, he would be correct as long as the card is used at a location that has PIN protection technology. However, there are many gas stations through the country that still do not have the technology to prompt for a PIN. This account was set up to require a PIN at stations that have the technology to PIN prompt, but also to allow transactions at stations that do not have the technology to prompt for a PIN.
The customer was not happy with the decision to deny his claim, so he contacted Karen Waller of the Comdata Corporation (with whom he had dealings in 2013 regarding a separate issue). She informed him that she could not help him, and forwarded his email to the Fleetcor Fraud Dept.
We have received his request to "re-examine" his claim. Though we have not yet responded to his request to review the claim a second time, the outcome will be the same. Per the Terms and Conditions of his card member agreement as dictated in our original letter, the customer waives his limitation on liability if he has more than 10 active cards.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we were first approached by ARCO to sign up with their card, we were clrealy told there would be no fraud liability. We started with two or three cards and they were only for use at Arco Gas stations, which was fine. As our Business grew we added more cards, and not once were we notified of the 10 card rule - otherwise we would not have added the cards. AT some point Arco decided to "Upgrade" our account to Universal which enabled filling up at other than Arco gas stations, this was not something we asked for. We were happy with the cards being limited to Arco Gas Stations with the PIN requirement, again no notification was made by Fleetcor of the added liability of fraud at Gas Stations other than Arco. These were "Slipped in" as a matter fact, shifting liability to our Company without our Clear Knowledge. To Re-iterate, all the fraud has been at other than Arco Stations, and out of our service area of San Diego, These Transactions should have been Flagged by Fleetcor and Comdata which is owned by Fleetcor, as they were obviously out of town AND for amounts very large and different from what we normally charge.
This is the First response we have had in 30 days of follow up. We stand firm in our decision to receive full credit for all the fraudulent charges as they should have been flagged by Fleetcor and Comdata fraud detection teams, regardless of 10 card rule - that we were never made aware of as the business grew and more cards were needed. We would like to see a signed agreement by our Authorized Company Officer, of the 10 card rule. We do not have signed agreement showing we accepted these "new" terms, which are completely different from what we were told when Arco solicited our Business about 10 years ago.
We were were specifically told there would be no Fraud Liability to our company when we signed up.
Final Business Response /* (4000, 9, 2015/10/12) */
We have no signed contracts. Our customers have no contractual obligation to use the card. Instead, we have a terms and agreements page that states if the customer uses the cards, they are accepting the terms and conditions as they are written. By using the card and paying for services, the customer acknowledges that he accepts the terms and conditions as they are written. Every statement (both for ARCO proprietary and ARCO MasterCard) has the 10 card rule on the back of the first page of the statement with other terms and conditions. Please provide documentation guaranteeing no fraud liability for further research.
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously not going anywhere. Fleetcor has as of today not returned any calls or Emails to us directly to resolve this issue. We were specifically told at initial sign up that there would be no fraud liability - otherwise we simply would not have signed up with them!. Over time they have "slipped in" new terms and conditions without any signed contracts showing that our company accepts these changes, it's classic "Bait and Switch" tactics.
In retaliation they have closed our account.
We will go with another Fleetcard program that offers better protection from no fault fraud.
At this point We will let our Attorney handle this going forward.
I thank the Revdex.com for taking our complaint, and the Revdex.com's ability to extract a response from Fleetcor.
Unfortunately this is just another example of "Big" business taking advantage of "Small" business.

Initial Business Response /* (1000, 16, 2015/07/21) */
We received a Revdex.com complaint from Chevron corporate but as the fleet card issuer, addressed the complaint (response below). Please consider this our formal response and let me know if you have any questions.
1/16/15 - [redacted] called...

to dispute charges. Customer Service Agent sent DTW, but it appears she sent the wrong DTW.
4/9/15 - We (Fleetcor Fraud Dept) received the claim via fax. The customer never actually filled out the correct form, but we reviewed the claim anyway. Our investigation was as follows:
o Charges were found to be outside the customer's previously established normal fueling pattern in regards to location, fuel type, dollar amount, and method (counter vs pump).
o Charges were determined to be typical of counterfeit activity
o Customer has more than 10 active cards on the account
4/30/15 - Fraud Dept reviewed claim with High Dollar committee. Despite the charges following a typical counterfeit activity pattern, the committed ruled the claim would be denied per the Terms and Conditions of the Cardmember agreement. 10 card rule.
Customer was notified via email on 5/12/15 that his claim was denied. No provisional credit was issued.
Please let me know if you have any other questions.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed of the 10 card policy.
Final Business Response /* (4000, 21, 2015/08/03) */
The customer did not receive email notification regarding the 10 card rule, rather Terms and Conditions that were issued by mail.
Here is the response to the customer's latest comments.
7/30 - At the time this account was set-up the customer received Terms and Conditions. In addition, revised T&C's are sent out periodically. The last revision was sent out in January 2015. Please refer to Section 19. Lost and Stolen Cards - "Customer understands that it is liable for unauthorized use of the Account and Cards to the fullest extent permitted by applicable law. Customer agrees in any event that if at any time Customer has been issued ten (10) or more Cards at Customer's request, then Customer waives any and all limitations of liability for unauthorized use of such Cards."
Please let me know if you need any additional information.
Kind regards,
[redacted]