Genesis Landscaping

October 07, 2015Memo to: Revdex.com Re: Complaint number [redacted] From: Ferguson Clock RepairDear SirThis letter is to confirm that Mr. and Mrs. [redacted] (complainants) did in fact pick up the replacement clock offered to them in the complaint they filed with the Revdex.com. This in no way assumes my culpability or guilt in this matter...the clock was offered as a way of keeping goodwill and showing a positive approach to matters dealing with the professional profile of my business. We never had the clock in question, never issued a claim check for it, and have a witness in a former employee who was there at the time of the alleged incident.The [redacted] received a clock from our collection: a Linden tambour Westminster chime key-wind clock in oak with a replacement value of $750.00. As previously mentioned, the movement would need some repair: namely a new mainspring on the time train, and cleaning of the movement This was to be performed originally for $125 by myself (the usual cost being near $325-$350). However, as I later learned in a letter from the Revdex.com, the [redacted] simply wished to pick up the clock.This they did today. And your "timely" help in resolving this matter is acknowledged and greatly appreciated.Sincerely,Tom F[redacted]owner

Initial Business Response /* (1000, 8, 2015/05/27) */
May 26, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 4/10/2015
Dear Ms. Al-Ghaffaar:
The following constitutes our response to Mr....

[redacted]'s complaint regarding a claim for benefits under the REI/US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
As indicated in Mr. [redacted]'s complaint, he submitted a claim for benefits for damage to his Ricoh camera after dropping it and shattering the LCD screen. As indicated in the guide to benefits under: What items are covered by Purchase Security?
What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
Mr. [redacted] indicated upon filing of his claim that he damaged his camera after dropping it approximately 15 feet. After filing a claim with Ricoh the manufacturer denied his claim stating that impact damage was excluded. As indicated above this is a named peril benefit and accidental damage is not one of the named perils. As a result, Mr. [redacted]'s claim is ineligible for coverage.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as none of that is listed on the US Bank site about this benefit.. Visa and US Bank can hide it in their TOS book all they want and not keep customers updated with real time changes on their websites. Either way, it sounds like Visa nor US Bank want to accept their poor advertising practices and for that I will be moving all my purchases to both Discover and AMEX..
It's their right to deny claims like this and I understand that.. It is also their right, I guess, to use poor advertising practices.. As seen in the screenshot I originally submitted, none of the perils above where listed on their site.. Because of this, I will be moving this complaint along to the state attorney generals office and my local consumer affairs board.
But its my right to use whatever card I would like and from now on VISA isn't going to be one of them..
Thank you to the Revdex.com for your help in this matter.
Final Business Response /* (4000, 14, 2015/06/04) */
As indicated in our previous response every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. The terms and conditions are clear as to what is covered under this benefit. Mr. [redacted] claim is ineligable beacuse the damage was not a result of one of the named perils listed in the guide to benefits. Our position on this matter has not changed

Initial Business Response /* (1000, 5, 2015/05/20) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to your situation regarding a possible compromise of your Visa card account. We value your business and regret that we cannot directly help you with this...

situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account in order to provide you with the information you have requested. I would recommend that you continue to work with the financial institution that issued your Visa card, as they are the only entity that would have access to the information you are seeking.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Initial Business Response /* (1000, 14, 2015/12/08) */
Dear [redacted]
Thank you for alerting Visa, through the Revdex.com, to your concerns regarding the fees that are being assessed by Seattle Pacific University. We value your business and regret to hear about any inconvenience...

this may have caused you. Visa takes all complaints very seriously and we have conducted a thorough investigation into your inquiry.
After reviewing the information that you provided us, we have determined that the fee that is being assessed by this merchant qualifies as a properly disclosed Service Fee, and is not considered a surcharge. A Service Fee differs from a surcharge as it must meet a very specific set of guidelines and definitions. For example, very few types of merchants are allowed to charge Service Fees; among those, however, are universities and colleges.
Based on the information available to us, we feel that Seattle Pacific University has followed the guidelines for properly assessing a qualified Service Fee. If you have complaints about other merchants engaging in improper surcharging practices, I would encourage you to report any such violation to the financial institution that issued your Visa card. If you would prefer to submit a complaint online, you can go to this page, https://usa.visa.com/Forms/checkout-fees-form.html, fill out the form, and submit it directly to Visa.
We appreciate that you took the time to bring this matter to our attention. I hope that this information has provided some clarification into this issue. Please allow the Revdex.com to close this case.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 16, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/22) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com (Revdex.com) to the difficulties you have experienced while attempting to dispute transactions on your Total Card. Visa values your business and we regret to hear...

about your situation. We take all complaints very seriously and we take every effort to investigate all such matters to extent of our ability. To that end, we have not been able to identify any chargeback activity that matches the details you provided in the Revdex.com complaint form.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
It has also been noted that this matter is currently being investigated by the Consumer Financial Protection Bureau (CFPB). Visa has concluded that the CFPB's investigation has a better opportunity to provide you with more detailed answers. To that end, Visa will defer to the results of the CFPB's analysis at this time.
We appreciate that you took the time to bring this matter to our attention. We hope that with the assistance of the CFPB and the financial institution that issued your Total Card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Initial Business Response /* (1000, 5, 2015/04/23) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to your situation. We value your business and we regret to hear about the difficulties you experience with you Visa prepaid rewards card. Visa takes all...

complaint very seriously; that is why we have conducted a thorough investigation into this matter. Before going any further, I feel it is appropriate to help give you a better understanding of the parties involved. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The card services department you spoke with is a function of the financial institution that issued the card, and is not a part of Visa.
In an effort to provide you with as much support as possible, I have reached out to the financial institution that issued the card on your behalf and was put in contact with the card services department that you spoke with. During this conversation, I had them review with me all of the notes taken from all of the communications between them and yourself. Their records indicate that following your conversation with [redacted] on 10 March 2015, a replacement card was mailed to your address. The amount of this card was $19.78, which represents the remaining balance on the original card minus the fees associated with issuing a new card to replace one that has expired. Their records also indicate that the new card was activated on 18 March 2015, and on 27 March 2015 it was used in the amount of $19.00 leaving a remaining balance of $0.78. Furthermore, there were notes indicating that there were multiple attempts made by the card services provider to contact you by phone, but all of theirs calls went unanswered.
Based on the above information from the card services provider, Visa considers this matter to have been resolved. If you feel any of this information is inaccurate, please contact the card services department using the contact information located on the back of the card. As Visa is a separate company from the financial institution that issued the card as well as the card services provider, we are unable to assist you further in this matter.
We appreciate that you took the time to bring this matter to our attention. Hopefully with the help of the financial institution that issued the card, you will be able find a satisfactory resolution. We ask that you please allow the Revdex.com to close this complaint against Visa, as we have addressed this inquiry to the extent of our ability.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
did not receive card.you are telling me that you mailed a card,it was received, activated within 10 or 11 days. yet when the same case was viewed in April the acct. showed no action. that is why I was referred to a supervisor.if used last of march I wouldn't waste my time in Apr. the card was to be mailed in 3 weeks,why wait 4 weeks and call about same card if I had already received card. and your several attempts to call me are false,my phone receives any message that is left & my caller id & messages are checked.no messages left on machine and someone didn't erase the message accidentally.you have already made your mind up you are not going to pay out anything.that is why all the false claims of phone calls,card mailed & fees.stall,stall,fees,fees until nothing is left.
Final Business Response /* (4000, 9, 2015/05/08) */
Dear [redacted],
Thank you for your response dated 27 April 2015. I am sorry that you feel that the information provided to Visa by the financial institution that issued your card (also known as the issuer), is inaccurate. In order to address these concerns, you are going to have to contact the issuer, as Visa does not have any involvement in managing the cardholder relationship.
As I stated in my letter dated 23 April 2015, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The card services department you spoke with is a function of the issuer, and is not a part of Visa.
The statements regarding a replacement card being mailed to your address were made by the issuer, and not by Visa. The statements regarding attempts to contact you by phone were also made by the issuer, and not by Visa. The only involvement Visa has had in this matter up to this point is me reaching out to the issuer on your behalf; as a courtesy to you.
I completely understand your frustrations, as it appears that you and the issuer have differing accounts of the details surrounding this matter. However, your complaint is actually with the issuer and not with Visa. For further assistance you must contact the issuer directly. Their contact information can be found on the back of your card. Visa has already provided you with all of the information and support that we can in this matter.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are the parent company, your name on the letter head,it's your problem. But you chose to bury the problem in red tape. I am terribly disappointed in the way you have handled this situation. Such a small problem for you, could have been handled with a couple phone calls. Very sad way to handle business. I hope you will do a better job of customer service in the future.I know you think you've won, but you have failed miserably in the customer service dept.
Revdex.com, thank you for all your help I am officially ending trying to seek a resolution to this problem. I do not accept their proposed resolution for the problem, but I will not pursue this issue any further.

Initial Business Response /* (1000, 8, 2015/12/08) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns about an H-E-B location that would not accept a properly presented Visa gift card. Visa takes all complaints seriously and we have opened a...

Visa Rules Management Compliance Case for this merchant.
This alleged violation is currently under investigation by the merchant's bank. We will update this Revdex.com complaint once we receive a confirmation that this merchant is in compliance with the Visa Rules regarding honoring all properly presented Visa cards.
In the meantime, we appreciate your patience while the compliance process takes its course.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Mr. [redacted]
Thank you for alerting Visa through the Revdex.com to your situation concerning the fees assessed to your Visa prepaid gift card. We value your business and regret that we cannot directly help you with this...

situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess or collect cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department that you spoke with is a function of the financial institution that issued the card and is not a part of Visa.
As Visa is a separate company from the financial institution that issued your Visa prepaid gift card, we do not set or collect any cardholder fees. This is done only by the financial institution that issued the Visa prepaid gift card. I would recommend that you continue to raise your concerns with them using the contact information located on the back of the card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa prepaid gift card you will be able to find a satisfactory resolution. Please allow the Revdex.com to close this complaint against Visa. Thank you.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Dear Sir/Madam,
Please see out attached response to Mr. Igor[redacted] complaint.

Dear Sir/Madam,
Attached is our response to this complaint.Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear [redacted],
Thank you for contacting Visa concerning your credit card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to cardholder or...

merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etc. Please contact the financial institution that issued your Visa credit card.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
Visa Executive Inquiries Office

Initial Business Response /* (1000, 5, 2015/10/30) */
October 30, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 8/16/2015
Dear Ms. [redacted]
The following constitutes our response to Mr....

[redacted]'s complaint regarding a claim for benefits under the US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
In Mr. [redacted]'s complaint, he states he submitted a claim for benefits after a camera was stolen. He indicated that the claim was being denied for failure to meet time frames in reporting his claim. Referring to the guide to benefits under: What items are covered by Purchase Security? And What documents do I need to submit with my claim?

What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
What documents do I need to submit with my claim?
Your completed and signed claim form. Your Visa card receipt. The itemized store receipt. A police report (made within forty-eight (48) hours of the occurrence in the case of theft), fire, insurance claim, or loss report, or other report sufficient to determine eligibility for benefits. A copy of your insurance declaration page, when applicable. Documentation (if available) of any other settlement of the theft or damage. Any other documentation deemed necessary to substantiate your claim.
All claims must be fully substantiated as to the time, place, cause, and amount of damage or theft. In most cases you will be asked to send, at your expense, the damaged item to substantiate a claim. Retain the item in the event it is requested by the Benefit Administrator.
When Mr. [redacted] reached out to report the incident, during his first notice of loss call on August 23, 2015, he stated that his camera was lost from his boat on August 16, 2015, or 7 days prior to when he reported the loss. He was given a verbal denial at that time, as lost items are not covered under the benefit. Mr. [redacted] then asserted that his loss was due to the camera being stolen. The forms to document his claim and related instructions were then sent to Mr. [redacted] for completion.
After reviewing the documentation received on September 10, 2015, Mr. [redacted] was informed that his claim was denied, because he failed to report the loss to the authorities within 48 hours of the loss. Mr. [redacted] states that he was never told of this requirement. In addition to the disclosure of this requirement in the guide to benefits that each cardholder receives with his credit card and periodically thereafter, this requirement is also included with the claim form. The incorrect denial was issued for failure to report the claim within timeframes. The actual reason for denial was Mr. [redacted] failed to report his theft to the authorities within the timeframe requirement of 48 hours. As a result this claim remains denied. This information was provided to Mr. [redacted].
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed their instructions but "they" kept changing the terms. It is my belief that this company does not honor their agreements in order to save money at the "members" expense. I gave them the info they needed they kept wanting more and/or changing the requirements.
It would be interesting to see what percentage of of filed requests are actually honored by this company.
Final Business Response /* (4000, 9, 2015/11/11) */
We have reviewed again the claim for benefits filed by [redacted], regarding a camera that was stolen. The most recent correspondence from Mr. [redacted] provides no new information that helps us reach a different conclusion. Per the terms and conditions of the benefit, for an item purchased that has subsequently been stolen to be covered by the benefit, a police report must be filed within 48 hours of the theft. That requirement is a part of the disclosure provided to the cardholder as an enclosure with the credit card, and periodically thereafter. At the time that Mr. [redacted] first reported the claim, it was already beyond that time frame for a police report to be filed. The request for a copy of said police report was included in the documents required to be submitted by Mr. [redacted]. His documentation did not include a timely police report. Therefore, there is no new information that results in a different adjudication of Mr. [redacted]'s claim
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I could afford it, I would sue them. It is my belief this is the "standard operating method". I am currently looking for an alternate to them, which is difficult because they are such a large company and I use that card a lot and the card is from a "loyalty" program with my grocery store. Stuck between a rock and a hard place.

Initial Business Response /* (1000, 5, 2015/06/03) */
Dear Mr. [redacted],
Thank you for contacting Visa through the Revdex.com regarding some concerns you have with a recent chargeback that was filed by Capital One Bank. Visa takes all complaints very seriously, and we have conducted...

an investigation into this matter. We have reviewed the notes pertaining to the chargeback case that you referenced in your complaint letter, and were unable to find any evidence indicating that Capital One Bank failed to meet its responsibilities in this matter. According to our records, Capital One Bank initiated the chargeback upon your request, and exchanged communications with the merchant's acquiring bank, and the two financial institutions appear to have come to an agreed upon resolution.
Visa will only adjudicate on chargebacks when the two financial institutions involved cannot come to a resolution which is agreed upon by both sides. Both financial institutions would have to agree for Visa Arbitration to settle the matter. This case did not come to Visa Arbitration as this chargeback appears to have been resolved between the two banks. Visa had no part in deciding how this chargeback was resolved. If you have any questions or concerns regarding how this resolution was reached, I would recommend that you address them with Capital One Bank directly.
Visa is not able to comment concerning the balance that is owed to Capital One Bank. If you have any questions or concerns regarding this matter, I would recommend that you address them with Capital One Bank directly.
We appreciate that you took the time to bring this matter to our attention. Unfortunately, as Visa is a separate company from Capital One Bank, we are not able to assist you directly with this matter. I hope that with the help of Capital One Bank you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank You for your Response and Thank You Mr Johnathan for your response from VISA.
Let me preface my reply by stating that I am sure VISA understands that their suggestion in Contacting Capital One is now fairly moot since Capital One has contacted me in May 2015 and insistently considers the dispute matter closed
Having said that, I respect VISA's policy. However, it is important to me that I have confidence in VISA, M/C, Discover and any Credit Card used when it involves fairness and purchasing of quality of goods. Protection is one of the benefits of owning a Credit Card.
VISA should be aware that although Banks such as Capital One issue the card, it is the Bank that represents the VISA Name and there is a perception by a customer that he/she is protected by VISA, not the Issuing Bank, when it comes to charges relating to quality of goods or other disagreements.
It thus seems quite reasonable to believe that VISA would be a bit more interested in pursuing the entire specifics of the case (especially when the item was damaged by the merchant) rather than simply accept the merchant and issuing banks decision on the matter.
I have closed 2 accounts with Capital One and for the meantime I, nor my corporate entity, will be conducting business with Capital One in fear of another similar predicament
It is also likely I will be contacting my 6 existing VISA accounts with other financial institutions to terminate the VISA accounts (with perhaps in exchange for a M/C) since I do not feel protected by VISA when it involves disputes. It simply doesn't make sense to use a card that claims to offer protection when in the end, the consumer complaint is not acknowledged
I will await to hear from regulating authorities that I have lodged a similar complaint involving Capital One and may pursue it legally if necessary. However, I cannot deem this complaint as a satisfactory outcome with the Revdex.com for the reasons I list as well as for the fact that VISA seems unwilling to address the issue to any degree.
The interest expressed by the Revdex.com of Oakland in having myself as the consumer offering a "middle ground" compromise is inapplicable when VISA regrettably is offering no ground to stand on at all. In the end it obviates me as the consumer to respectfully reject a response from a party when there are no efforts in their response

Ms Chew, ...... I actually went through the financial institution (Capital One Visa) first. After going through the process and many conversations with their team and several supervisors I was advised it was VISA International who...

was holding all monies. I would suggest if you really care about the customer, you would contact the company that carries your name if you have questions.... They have explained everything to me and according to their bottom line you have my money.
According to you each financial institution establish their own policies. Capital One Visa applied my account credit TWICE!... They gave me credit only for it to be recharged by Visa International again. As far as Visa itself not being involved (your own affiliate Capital One is telling me otherwise. I may not be able to talk to you directly but according to them you have my money!.....    
This has the well established name of VISA all over it. I understand I'm just a lone card member but I work hard for my money. I would appreciate any help you could provide!.... It makes no sense at all to me why I would not get my refund.... 
  Complaint:[redacted]I am rejecting this response because:Sincerely,Lloyd[redacted]

Dear Sir/Madam,
Please see our attached response.

Initial Business Response /* (1000, 10, 2015/05/28) */
28 May 2015
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com concerning your Visa gift card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set...

up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
The customer service department that you spoke with is a function of the financial institution that issued your gift card, and is not a part of Visa. Furthermore, the website that you mentioned in your complaint, www.gowallet.com/visagift, is operated by the Blackhawk Network, Inc. and is also not a part of Visa.

As Visa is a separate company from the financial institution that issued your gift card, we do not have access to your account to provide you with the information or make the changes that you have requested in regards to your account balance. I would recommend that you contact the financial institution that issued your Visa gift card with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa gift card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are still confusing the matter and claim they have nothing to do with how this is not their responsibility, that is non-sense. IF YOU
PUT YOUR LOGO ON A PRODUCT YOU ARE 110% RESPONSIBLE. WHAT YOU ARE DOING IS DECEPTIVE TRADE PRACTICES AND YOU CAN BE HELD ACCOUNTABLE.

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns regarding the Visa Signature Concierge Service related to the Visa Signature Luxury Hotel Collection. We value your business and regret to hear...

that your experience did not meet your expectations. Visa takes all complaints very seriously, and we have conducted an investigation into this matter.
As you noted in your complaint, The Visa Signature Luxury Hotel Collection Best Rate Guarantee Terms and Conditions state that the lower rate must:
Have identical booking requirements and policies for payment and cancellation as your Visa Signature Luxury Hotel Collection booking
The Terms and Conditions also state:
The Visa Signature Luxury Hotel Collection has the sole right to determine the validity of any claim
The Visa Signature Luxury Hotel Collection has the discretion to determine if a competing rate is genuinely available
In the case of a dispute, the Visa Signature Luxury Hotel Collection's decision is final
Based on the above statements, it has been determined that the competing rate in question was not eligible because it was only available through MasterCard Travel Services as an exclusive benefit offered only to applicable MasterCard products. This offer does not have identical booking requirements or policies for payment since it requires a MasterCard for both booking and payment. Also, the terms and conditions for the MasterCard Travel Services require a $30 processing fee for all cancellations, whereas the Visa Signature Luxury Hotel Collection benefit does not charge any fees to change or cancel any bookings.
Due to the fact that variations in terms and conditions commonly occur across different reservation booking services, the Visa Signature Luxury Hotel Collection is unable to guarantee a price match with third party websites. According to the terms and conditions cited above, we have determined that the Best Rate Guarantee benefit claim that you submitted was not valid. We apologize if our previous attempts to explain our decision were unclear, and we hope that this letter has addressed all of your remaining concerns. Thank you for taking the time to bring this matter to our attention.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear [redacted],
Thank you for contacting Visa concerning your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to cardholder...

accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested. I would recommend that you contact the financial institution that issued your Visa card with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office

Dear Sir/Madam,
Please see attached response to complaint.

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 4/19/2015
Dear Ms. [redacted]:
The following constitutes our response to Ms....

[redacted]'s complaint regarding a claim for benefits under the Citi Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with Citi Bank.
Every Citi Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
As indicated in Ms. [redacted]'s complaint, she submitted a claim reporting stolen sunglasses and a dress. She indicated that the claim had not been paid and additional documentation was being requested. As indicated in the guide to benefits under: What items are covered by Purchase Security? And What documents do I need to submit with my claim?

What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
What documents do I need to submit with my claim?
Your completed and signed claim form. Your Visa card receipt. The itemized store receipt. A police report (made within forty-eight (48) hours of the occurrence in the case of theft), fire, insurance claim, or loss report, or other report sufficient to determine eligibility for benefits. A copy of your insurance declaration page, when applicable. Documentation (if available) of any other settlement of the theft or damage. Any other documentation deemed necessary to substantiate your claim.
All claims must be fully substantiated as to the time, place, cause, and amount of damage or theft. In most cases you will be asked to send, at your expense, the damaged item to substantiate a claim. Retain the item in the event it is requested by the Benefit Administrator.
Ms. [redacted] indicated upon filing of her claim that she was robbed while riding on a train. She provided receipts for the sunglasses and the dress being claimed. Both of these items were purchased from Saks Fifth Avenue. Saks was contacted on 5/14/2015 and a Saks representative provided information that the dress that was claimed for $74.99 had been returned to the store. The sunglasses were not returned at that time. Additional documentation was received on 6/8/2015, and a denial was issued.
On 7/8/15, Ms. [redacted] advised us that while returns had been made, the dress for $74.99 was not returned to Saks. A request for the return receipt was made. To date, Ms. [redacted] has not provided this information. In an attempt to verify her claim, a third call was placed to Saks on 8/6/15, and during that call we were advised by the Saks manager that the dress in question was not returned; that another dress was returned along with other items. As a result of this additional information, we are reopening the claim and will continue to process. Payment will be issued upon receipt of additional documentation that has been requested from Ms. [redacted].
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.