Initial Business Response /* (1000, 5, 2014/04/25) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationI am sorry to hear about the problems you encountered when trying to use your Visa gift cardsI can certainly understand your
frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards, administer terms and conditions, or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the financial institution that issued the gift card
As Visa is a separate company from the issuing financial institution, we are unable to make any changes, including refunds, to your accountsI would recommend continuing to work with the financial institution that issued the card and share your concerns with them; their contact information is located on the back of the gift cardYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing financial institution you will be able to find a satisfactory resolutionPlease allow the Revdex.com to close this compliant against Visa
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/11/19) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com regarding the chargeback that was assessed to your companyIn order for us to conduct a thorough investigation into this matter, we would need you to
supply us with more detailsPlease provide us with any reference or case numbers associated with this chargeback, as well as the transaction amount and transaction date
As soon as we receive this information we will research all of the details relating to this case, including all relevant documentationWe will provide you with a response based on the results of our analysis
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the document numbers VISA requestedCase numbers XXXXXXXXX, XXXXXXXXX, XXXXXXXXX order date was XX-XXXX with numerous documentation available, but too lengthy for this formatCan forward it all with a valid email address to send it to
Thank You
*** ***
***@att.net
XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2014/12/05) */
Dear Mr***,
Thank you for your patience while we investigated the chargebacks that you brought to our attentionWith the information that you provided, we were able to find two chargebacks associated with the incident in questionBoth of these cases were settled between your acquiring financial institution (acquirer) and the financial institution that issued the card (issuer)According to our records, your acquirer accepted financial liability for both transactions on September 4, It was at that point that Visa was authorized to process the credit disbursement to the issuer
To that end, both of these cases were resolved and closed without Visa rendering a rulingVisa will only adjudicate dispute resolution cases that cannot be settled by the financial institutions involved in the transaction, and when both sides have filed for Visa ArbitrationIn this case, that was not necessary as your acquirer accepted financial liability for both transactions during pre-arbitrationVisa did not take part in this decision making process
Thank you for bringing this matter to our attentionWe regret that we are not able to assist you further with this inquiryIf you have any additional questions or concerns regarding this matter, I would advise you to contact your acquirerPlease allow the Revdex.com to close the case against Visa
Sincerely,
*** ***
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted numerous attempts to contact the customer since learning of the permanent credit to his card accountI was told by both Scotia Bank, Ontario, CA (card provider) and Intuit Payment Solutions that it was a VISA decisionThis action by the customer amounts to International Wire Fraud if my products are not returnedPending that moving forward, I have been advised to not close this case until I get my products returned in good conditionI have been forced to honor your company policy, now I must insist you honor our company policy, which is all products be returned before any refund takes placeAll parties were advised of this policy prior to issuing any refund to the acquirer
Initial Business Response /* (1000, 5, 2014/06/16) */
Dear Mr*** ***,
Thank you for contacting Visa concerning your credit card accountWe value your business and regret that we cannot directly help you with this situationVisa does not set up, service, or have access to
cardholder or merchant accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etcPlease contact the financial institution that issued your Visa credit card
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 paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademarkThese financial institutions independently determine the terms and conditions of credit extensions, the number of cards to issue, and the interest rates and fees to charge cardholders, among other thingsVisa itself is not involved at the consumer level of payment card transactions: it does not issue cards, service a cardholder's account, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 attentionWhile 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
Please allow the Revdex.com to close this case against VisaThank you
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/09) */
Dear *** ***,
Thank you for contacting Visa through the Revdex.com with your concerns about the fraud prevention services on your Visa card accountWe value your business and are sorry that you have experienced these
troublesWe regret that we cannot directly help you with this situationVisa does not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe fraud prevention service that you are referring to is a function of Charles Schwab and not Visa
As Visa is a separate company from Charles Schwab, we do not have access to your account to make the changes you have requestedI would recommend that you contact Charles Schwab with your concerns
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of Charles Schwab you will be able to find a satisfactory resolution
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/04/03) */
The following constitutes our response to Mr***'s complaint regarding a claim for benefits under the Chase Collision Damage Waiver BenefitThe 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 Chase
Every Chase 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***'s complaint, he was dissatisfied with the denial of his claim and his privacy rightsAs outlined in the Terms and Conditions of the program, you must initiate and complete the entire rental transaction with your eligible Visa cardAs indicated in the documents submitted and during a telephone conversation on 5/22/2014, Mr*** stated that he used an Avis gift card obtained through the use of his American Express points program to pay for a portion of his rentalThis is also confirmed in his complaintAs a result Mr***'s claim was ineligible under the terms and conditions of the program, since he did not charge the entire rental to his covered Visa cardMr*** also stated that he was advised by the customer service representative that by using a gift card, that would not disqualify him from coverageIn that telephone conversation, Mr*** indicated that he used three gift cards $each to pay for part of his rentalSome gift cards/vouchers are excluded from coverageIn light of the apparent lack of clarity in the customer service calls with Mr*** and notwithstanding the terms of the VISA collision damage waiver (CDW) benefit under his Chase VISA card, we will honor and pay Mr***'s claim in the amount of $1,
Mr*** also expressed concern about his HIPAA rights being violatedAt no time was there any health information discussed or requested during the filing of his claimThis program deals only with the collision damage waiver benefit
We believe this is a resolution fair to all concernedThank you for your consideration in this matter
Initial Business Response /* (1000, 5, 2014/10/24) */
We have contacted our customers and we were able to satisfy their request regarding our Visa Extra productThey were very happy with the prompt resolution
Initial Consumer Rebuttal /* (2000, 7, 2014/11/06) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
They honored the information I was originally given and let us pool all of our points*** was awesome during the entire process and it was greatly appreciatedThank you for your assistance in making this happen
Initial Business Response /* (1000, 5, 2015/04/23) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationWe value your business and we regret to hear about the difficulties you experience with you Visa prepaid rewards cardVisa
takes all complaint very seriously; that is why we have conducted a thorough investigation into this matterBefore going any further, I feel it is appropriate to help give you a better understanding of the parties involvedVisa does not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe 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 withDuring this conversation, I had them review with me all of the notes taken from all of the communications between them and yourselfTheir records indicate that following your conversation with *** on March 2015, a replacement card was mailed to your addressThe 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 expiredTheir records also indicate that the new card was activated on March 2015, and on March it was used in the amount of $leaving a remaining balance of $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 resolvedIf you feel any of this information is inaccurate, please contact the card services department using the contact information located on the back of the cardAs 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 attentionHopefully with the help of the financial institution that issued the card, you will be able find a satisfactory resolutionWe 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,
*** ***
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 or daysyet when the same case was viewed in April the acctshowed no actionthat is why I was referred to a supervisor.if used last of march I wouldn't waste my time in Aprthe card was to be mailed in weeks,why wait weeks and call about same card if I had already received cardand 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 claims of phone calls,card mailed & fees.stall,stall,fees,fees until nothing is left
Final Business Response /* (4000, 9, 2015/05/08) */
Dear *** ***,
Thank you for your response dated April 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 inaccurateIn 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 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe 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 VisaThe statements regarding attempts to contact you by phone were also made by the issuer, and not by VisaThe 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 matterHowever, your complaint is actually with the issuer and not with VisaFor further assistance you must contact the issuer directlyTheir contact information can be found on the back of your cardVisa has already provided you with all of the information and support that we can in this matter
Sincerely,
*** ***
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 problemBut you chose to bury the problem in red tapeI am terribly disappointed in the way you have handled this situationSuch a small problem for you, could have been handled with a couple phone callsVery sad way to handle businessI 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 problemI do not accept their proposed resolution for the problem, but I will not pursue this issue any further
Initial Business Response /* (1000, 9, 2014/03/12) */
Dear Revdex.com,
Visa has submitted this case to our underwriter, ACE, who is conducting an investigation, and will respond on our behalfPlease notify us when this happens so that we know this issue has been resolved
Visa will not take any further action in this case unless prompted to do so
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want the matter to be resolved
Initial Business Response /* (1000, 10, 2015/05/28) */
May
Dear Mr***,
Thank you for alerting Visa through the Revdex.com concerning your Visa gift card accountWe value your business and regret that we cannot directly help you with this situationVisa does
not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 VisaFurthermore, the website that you mentioned in your complaint, www.gowallet.com/visagift, is operated by the Blackhawk Network, Incand 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 balanceI 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 attentionWhile 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,
***
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-senseIF YOU
PUT YOUR LOGO ON A PRODUCT YOU ARE 110% RESPONSIBLEWHAT YOU ARE DOING IS DECEPTIVE TRADE PRACTICES AND YOU CAN BE HELD ACCOUNTABLE
Initial Business Response /* (1000, 5, 2014/03/26) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationI am sorry to hear about the problems you encountered when trying to use your Visa gift cardI can certainly understand your
frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the bank that issued the gift card
As Visa is a separate company from the issuing banks, we are unable to make any changes to your accountI would recommend contacting the bank that issued the card and share your concerns with themThe bank's contact information is located on the back of the gift cardYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing bank you will be able to find a satisfactory resolution
Sincerely,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/01/12) */
Dear Mr***:
Thank you for your letter regarding merchants that accept donations used to facilitate hateful and distasteful propaganda
These issues are important and difficult for VisaOn the one hand, we deplore those who
espouse ideologies of hate and intoleranceOn the other, we do not think it is our place - as a payment network serving cardholders, retailers, and individuals selling goods in nearly every country in the world - to take sides in the many disputes that exist between and among countries and individuals
In striving to balance these two perspectives, we have chosen to defer to the judgment of governments with respect to the permissibility of making financial donations to specific controversial groupsIn other words, we follow the rule of lawAs a result, we ordinarily take no position with respect to lawful online donations made or accepted using a Visa card, even If it may be offensive or distasteful
At the same time, respecting the rule of law in the countries where we operate, we seek to prevent the use of our payment service for unlawful transactionsAs a result, the use of the Visa system for making donations that are illegal or that are in support of illegal activity is prohibited
Additionally, we believe taking the actions you propose against otherwise legal, but undesirable entities, could unintentionally provide them a platform to promote their ideology
We recognize, as courts in the U.Sand elsewhere have long recognized that this is a challenging topicWe welcome the input of all stakeholders regarding our policies as we work to sustain a network that supports global commerce while respecting the rule of law
Also note that Visa does not directly contract with nor hire Independent Sales Organizations (ISOs) to facilitate acceptance of transactions for these types of entities; but rather it is Visa's many client financial institutions that do thisWhile Visa sets standard s which must be adhered to when clients wish to work with an ISO, those also are specific to ensuring that transactions they support be legal, regardless of how distasteful they may be
We hope this provides the clarification you seekI'd be happy to answer any follow up questions you have regarding our policies on these matters
Sincerely,
*** ***
Senior Director
Global Brand Protection
Initial Business Response /* (1000, 10, 2015/01/12) */
January 9,
Attn: *** *** Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: *** ***
Claim #: XXXXXXX
Date of Loss: 11/1/
Dear MsAl-Ghaffaar:
The following constitutes our response to
Mr***'s complaint regarding a claim for benefits under the Visa Price Protection BenefitThe 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 Visa
Every Visa 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
Mr*** states in his complaint that he submitted three items for consideration under his Price Protection benefit on 11/3/One of the three items was processed and paid on 11/10/Mr*** questioned the status of the two remaining itemsBecause Mr*** bundled all items into one claim, two of the items were not consideredIn fact, he should have submitted separately for each item claimed
The two additional items were never denied, but instead were never reviewed or consideredTo assist Mr***, two additional claims have been created in the system, and payment for the two additional price protection benefits are being processed and paid in accordance with the terms and conditions of the program
Regarding the response to his email sent on 12/3/14, we apologize for this delayMr***'s email was sent to the wrong email addressRather than to the benefit email address, his email should have been addressed to ***@eclaimsline.com, as noted on the claim form sent to him
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided
Initial Consumer Rebuttal /* (3000, 12, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa claims that "Mr*** states in his complaint that he submitted three items for consideration under his Price Protection benefit on 11/3/One of the three items was processed and paid on 11/10/Mr*** questioned the status of the two remaining itemsBecause Mr*** bundled all items into one claim, two of the items were not consideredIn fact, he should have submitted separately for each item claimed."
But Mr*** did NOT bundle all of his items into a single claimInstead, he submitted three SEPARATE claims, on three SEPARATE claim forms (with three SEPARATE claim numbers), via three SEPARATE emails
Mr*** has proof sitting in his email's "sent mail folder." Unfortunately, Mr*** can't attach any documents to this rebuttal, as the Foster City Revdex.com doesn't provide such an optionNevertheless, he is willing to (1) send a screenshot of his "sent mail" folder and (2) forward all three emails, which are dated 11/03/
Please let Mr*** know whether VISA would like those emails sent to ***@eclaimsline.com or to some other address
Initial Business Response /* (1000, 5, 2014/09/18) */
Dear Mr***
Thank you for alerting Visa to your situation through the Revdex.comI completely understand your frustrations regarding the phone calls you are receivingUnfortunately, we are unable to assist you
directly with this matter
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 paymentsSome 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 ownThese 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
I can assure you that the calls you are receiving are not coming from Visa directlyI am sorry that I cannot provide you with more insight on the source of these troubling phone calls you are receivingMy suggestion would be to block the phone numbers that are calling you and ignore these calls
Thank you for taking the time to bring this matter to our attentionI would ask you to please allow the Revdex.com to close this case, as there is nothing further Visa can assist you with
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 14, 2015/12/08) */
Dear *** ***
Thank you for alerting Visa, through the Revdex.com, to your concerns regarding the fees that are being assessed by Seattle Pacific UniversityWe value your business and regret to hear about any
inconvenience this may have caused youVisa 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 surchargeA Service Fee differs from a surcharge as it must meet a very specific set of guidelines and definitionsFor 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 FeeIf 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 cardIf 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 attentionI hope that this information has provided some clarification into this issuePlease allow the Revdex.com to close this case
Sincerely,
***
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, 2015/02/23) */
Dear Revdex.com:
We have received your Complaint Activity Report dated as of February 13, regarding *** ***We do not have sufficient detail about *** ***'s Visa card without getting further information from her
and her bank would need to cooperate to help us investigate furtherNavy Credit Union has the customer relationship with *** *** with respect to her card accounts
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 paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademarkThese financial institutions independently determine the terms and conditions of credit extensions, the number of cards to issue, and the interest rates and fees to charge cardholders, among other thingsVisa itself is not involved at the consumer level of payment card transactions: it does not issue cards, service a cardholder's account, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
We encourage *** *** to contact her issuing bank, Navy Credit Union, directly, for further assistanceShe can request that her bank, for each of her debit and credit card accounts, block certain transactions from specific merchantsShe can also dispute any charges that she or her husband did not authorizeAn additional option is for *** *** to request that her bank send a "contact cardholder update" message in their next Visa Account Updater (VAU) file to update her file, if they are currently electing to provide updates for her accountsThese are actions that Visa cannot take without instruction from the issuing financial institution
In general, issuing banks and acquiring banks can elect to participate in VAUThe issuing bank determines whether to provide updated credit and debit card information through VAU to participating acquiring banks and their enrolled merchantsFurther, the cardholder agreement between *** *** and her issuing bank and/or the issuing bank's privacy policy may explain how the issuing bank may use cardholder information
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
Attn: *** *** Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: *** ***
Claim #: XXXXXXXXXX
Date of Loss: 4/19/
Dear Ms***:
The following constitutes our response to
Ms***'s complaint regarding a claim for benefits under the Citi Bank Purchase Protection BenefitThe 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***'s complaint, she submitted a claim reporting stolen sunglasses and a dressShe indicated that the claim had not been paid and additional documentation was being requestedAs 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 vandalismWindstorm, lightning, hail, rain, sleet, or snowAircraft, spacecraft, or other vehiclesTheft (except from autos or motorized vehicles)Accidental discharge of water or steam from household plumbingSudden 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 formYour Visa card receiptThe itemized store receiptA 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 benefitsA copy of your insurance declaration page, when applicableDocumentation (if available) of any other settlement of the theft or damageAny 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 theftIn most cases you will be asked to send, at your expense, the damaged item to substantiate a claimRetain the item in the event it is requested by the Benefit Administrator
Ms*** indicated upon filing of her claim that she was robbed while riding on a trainShe provided receipts for the sunglasses and the dress being claimedBoth of these items were purchased from Saks Fifth AvenueSaks was contacted on 5/14/and a Saks representative provided information that the dress that was claimed for $had been returned to the storeThe sunglasses were not returned at that timeAdditional documentation was received on 6/8/2015, and a denial was issued
On 7/8/15, Ms*** advised us that while returns had been made, the dress for $was not returned to SaksA request for the return receipt was madeTo date, Ms*** has not provided this informationIn 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 itemsAs a result of this additional information, we are reopening the claim and will continue to processPayment will be issued upon receipt of additional documentation that has been requested from Ms***
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above
Initial Business Response /* (1000, 12, 2014/04/02) */
Dear *** ***,
Thank you for your letter of February 18, explaining the problems you encountered when trying to use your Visa gift cardsI am also sorry to hear about the difficulties you experienced when you called for
customer serviceI can certainly understand your frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards, set or collect card fees, or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the bank that issued the gift card
As Visa is a separate company from the issuing banks, we are unable to make any changes to your accountI would recommend contacting the bank that issued the card and share your concerns with themYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing bank you will be able to find a satisfactory resolution
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 14, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa is listed on the card and the terms are listed on the back of the cardI expect the terms to be followed that are listed on the back of the cardI don't understand how it can be legal to list one thing on the back of the card and then do another thingI was told I should have read the terms and conditions on the internetThis is absurd when there are terms listed on the back of the cardThe average person would not get online and read other terms when there are terms specifically spelled out on the back of the cardThis seems like fraud to me along with an attempt to steal peoples hard earned moneyI am sure I am not the only person who has had this issueI would like this issue resolved fairly, and visa, who is listed on the card, honor the terms they print on the back of the card
Final Business Response /* (4000, 16, 2014/04/04) */
Dear *** ***,
Thank you for responding to our letter dated March 31,
Although we appreciate that you continue to alert Visa to your situation regarding the maintenance fees applied to your gift card, we encourage you to resolve this matter with the financial institution that issued the card (the Issuer)To reiterate, Visa does not issue cards, set or collect card fees, or oversee consumer accountsYour cardholder agreement is managed by the Issuer and they are the only party that can directly assist you with this matterAll of the information on the back of the card is associated with the IssuerThe customer service department you called is not part of Visa, but is run by the Issuer
As Visa is a separate company from the Issuer, we are unable to make any changes to your accountI would recommend contacting the Issuer using the information located on the back of the card, and share your concerns with themYou may wish to speak directly with a manager or supervisor
I appreciate your assistance in helping to maintain the integrity of the Visa brand and thank you for bringing this matter to our attentionHowever, your complaint through the Revdex.com should be focused toward the Issuer and not VisaI hope that this information helps guide you to finding a resolution to your inquiry
Sincerely,
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 18, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Visa has the terms of agreement listed on the back of the cardThey are not standing behind themThere is nothing stating on the card that Visa is not responsibleIf they do not intend on taking responsibility they should note that on the back of the cardThe back of the card specifically states " A monthly maintenance fee of $will be charged beginning on the month following the expiration." This is not what Visa didThey instead stole the money that was on the card and refuse to return it
Initial Business Response /* (1000, 5, 2014/09/11) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situation concerning the $that was withdrawn from your accountWe value your business and regret that we cannot directly help you with
this situationVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etcPlease 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 provide you with the refund you have requestedI would recommend using the contact information on the back of your Visa card to contact the financial institution that issued the card
I appreciate that you brought this matter to our attentionWhile 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 Consumer Rebuttal /* (2000, 7, 2014/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/03) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com regarding some concerns you have with a recent chargeback that was filed by Capital One BankVisa takes all complaints very seriously, and we have
conducted an investigation into this matterWe 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 matterAccording 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 sidesBoth financial institutions would have to agree for Visa Arbitration to settle the matterThis case did not come to Visa Arbitration as this chargeback appears to have been resolved between the two banksVisa had no part in deciding how this chargeback was resolvedIf 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 BankIf 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 attentionUnfortunately, as Visa is a separate company from Capital One Bank, we are not able to assist you directly with this matterI hope that with the help of Capital One Bank you will be able to find a satisfactory resolution
Sincerely,
*** ***
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 and insistently considers the dispute matter closed
Having said that, I respect VISA's policyHowever, 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 goodsProtection 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 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 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 disputesIt 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 necessaryHowever, 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 allIn the end it obviates me as the consumer to respectfully reject a response from a party when there are no efforts in their response
Initial Business Response /* (1000, 5, 2014/12/09) */
Dear Revdex.com,
We have been in contact with Mr*** and we feel that we have addressed his concerns to the extent or abilityTo that end, we consider this matter resolved from a Visa
standpoint
Sincerely,
*** ***
Visa Executive Inquiries
Initial Business Response /* (1000, 5, 2014/04/25) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationI am sorry to hear about the problems you encountered when trying to use your Visa gift cardsI can certainly understand your
frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards, administer terms and conditions, or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the financial institution that issued the gift card
As Visa is a separate company from the issuing financial institution, we are unable to make any changes, including refunds, to your accountsI would recommend continuing to work with the financial institution that issued the card and share your concerns with them; their contact information is located on the back of the gift cardYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing financial institution you will be able to find a satisfactory resolutionPlease allow the Revdex.com to close this compliant against Visa
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/11/19) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com regarding the chargeback that was assessed to your companyIn order for us to conduct a thorough investigation into this matter, we would need you to
supply us with more detailsPlease provide us with any reference or case numbers associated with this chargeback, as well as the transaction amount and transaction date
As soon as we receive this information we will research all of the details relating to this case, including all relevant documentationWe will provide you with a response based on the results of our analysis
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the document numbers VISA requestedCase numbers XXXXXXXXX, XXXXXXXXX, XXXXXXXXX order date was XX-XXXX with numerous documentation available, but too lengthy for this formatCan forward it all with a valid email address to send it to
Thank You
*** ***
***@att.net
XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2014/12/05) */
Dear Mr***,
Thank you for your patience while we investigated the chargebacks that you brought to our attentionWith the information that you provided, we were able to find two chargebacks associated with the incident in questionBoth of these cases were settled between your acquiring financial institution (acquirer) and the financial institution that issued the card (issuer)According to our records, your acquirer accepted financial liability for both transactions on September 4, It was at that point that Visa was authorized to process the credit disbursement to the issuer
To that end, both of these cases were resolved and closed without Visa rendering a rulingVisa will only adjudicate dispute resolution cases that cannot be settled by the financial institutions involved in the transaction, and when both sides have filed for Visa ArbitrationIn this case, that was not necessary as your acquirer accepted financial liability for both transactions during pre-arbitrationVisa did not take part in this decision making process
Thank you for bringing this matter to our attentionWe regret that we are not able to assist you further with this inquiryIf you have any additional questions or concerns regarding this matter, I would advise you to contact your acquirerPlease allow the Revdex.com to close the case against Visa
Sincerely,
*** ***
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted numerous attempts to contact the customer since learning of the permanent credit to his card accountI was told by both Scotia Bank, Ontario, CA (card provider) and Intuit Payment Solutions that it was a VISA decisionThis action by the customer amounts to International Wire Fraud if my products are not returnedPending that moving forward, I have been advised to not close this case until I get my products returned in good conditionI have been forced to honor your company policy, now I must insist you honor our company policy, which is all products be returned before any refund takes placeAll parties were advised of this policy prior to issuing any refund to the acquirer
Initial Business Response /* (1000, 5, 2014/06/16) */
Dear Mr*** ***,
Thank you for contacting Visa concerning your credit card accountWe value your business and regret that we cannot directly help you with this situationVisa does not set up, service, or have access to
cardholder or merchant accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etcPlease contact the financial institution that issued your Visa credit card
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 paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademarkThese financial institutions independently determine the terms and conditions of credit extensions, the number of cards to issue, and the interest rates and fees to charge cardholders, among other thingsVisa itself is not involved at the consumer level of payment card transactions: it does not issue cards, service a cardholder's account, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 attentionWhile 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
Please allow the Revdex.com to close this case against VisaThank you
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/09) */
Dear *** ***,
Thank you for contacting Visa through the Revdex.com with your concerns about the fraud prevention services on your Visa card accountWe value your business and are sorry that you have experienced these
troublesWe regret that we cannot directly help you with this situationVisa does not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe fraud prevention service that you are referring to is a function of Charles Schwab and not Visa
As Visa is a separate company from Charles Schwab, we do not have access to your account to make the changes you have requestedI would recommend that you contact Charles Schwab with your concerns
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of Charles Schwab you will be able to find a satisfactory resolution
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/04/03) */
The following constitutes our response to Mr***'s complaint regarding a claim for benefits under the Chase Collision Damage Waiver BenefitThe 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 Chase
Every Chase 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***'s complaint, he was dissatisfied with the denial of his claim and his privacy rightsAs outlined in the Terms and Conditions of the program, you must initiate and complete the entire rental transaction with your eligible Visa cardAs indicated in the documents submitted and during a telephone conversation on 5/22/2014, Mr*** stated that he used an Avis gift card obtained through the use of his American Express points program to pay for a portion of his rentalThis is also confirmed in his complaintAs a result Mr***'s claim was ineligible under the terms and conditions of the program, since he did not charge the entire rental to his covered Visa cardMr*** also stated that he was advised by the customer service representative that by using a gift card, that would not disqualify him from coverageIn that telephone conversation, Mr*** indicated that he used three gift cards $each to pay for part of his rentalSome gift cards/vouchers are excluded from coverageIn light of the apparent lack of clarity in the customer service calls with Mr*** and notwithstanding the terms of the VISA collision damage waiver (CDW) benefit under his Chase VISA card, we will honor and pay Mr***'s claim in the amount of $1,
Mr*** also expressed concern about his HIPAA rights being violatedAt no time was there any health information discussed or requested during the filing of his claimThis program deals only with the collision damage waiver benefit
We believe this is a resolution fair to all concernedThank you for your consideration in this matter
Initial Business Response /* (1000, 5, 2014/10/24) */
We have contacted our customers and we were able to satisfy their request regarding our Visa Extra productThey were very happy with the prompt resolution
Initial Consumer Rebuttal /* (2000, 7, 2014/11/06) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
They honored the information I was originally given and let us pool all of our points*** was awesome during the entire process and it was greatly appreciatedThank you for your assistance in making this happen
Initial Business Response /* (1000, 5, 2015/04/23) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationWe value your business and we regret to hear about the difficulties you experience with you Visa prepaid rewards cardVisa
takes all complaint very seriously; that is why we have conducted a thorough investigation into this matterBefore going any further, I feel it is appropriate to help give you a better understanding of the parties involvedVisa does not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe 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 withDuring this conversation, I had them review with me all of the notes taken from all of the communications between them and yourselfTheir records indicate that following your conversation with *** on March 2015, a replacement card was mailed to your addressThe 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 expiredTheir records also indicate that the new card was activated on March 2015, and on March it was used in the amount of $leaving a remaining balance of $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 resolvedIf you feel any of this information is inaccurate, please contact the card services department using the contact information located on the back of the cardAs 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 attentionHopefully with the help of the financial institution that issued the card, you will be able find a satisfactory resolutionWe 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,
*** ***
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 or daysyet when the same case was viewed in April the acctshowed no actionthat is why I was referred to a supervisor.if used last of march I wouldn't waste my time in Aprthe card was to be mailed in weeks,why wait weeks and call about same card if I had already received cardand 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 claims of phone calls,card mailed & fees.stall,stall,fees,fees until nothing is left
Final Business Response /* (4000, 9, 2015/05/08) */
Dear *** ***,
Thank you for your response dated April 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 inaccurateIn 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 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe 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 VisaThe statements regarding attempts to contact you by phone were also made by the issuer, and not by VisaThe 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 matterHowever, your complaint is actually with the issuer and not with VisaFor further assistance you must contact the issuer directlyTheir contact information can be found on the back of your cardVisa has already provided you with all of the information and support that we can in this matter
Sincerely,
*** ***
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 problemBut you chose to bury the problem in red tapeI am terribly disappointed in the way you have handled this situationSuch a small problem for you, could have been handled with a couple phone callsVery sad way to handle businessI 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 problemI do not accept their proposed resolution for the problem, but I will not pursue this issue any further
Initial Business Response /* (1000, 9, 2014/03/12) */
Dear Revdex.com,
Visa has submitted this case to our underwriter, ACE, who is conducting an investigation, and will respond on our behalfPlease notify us when this happens so that we know this issue has been resolved
Visa will not take any further action in this case unless prompted to do so
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want the matter to be resolved
Initial Business Response /* (1000, 10, 2015/05/28) */
May
Dear Mr***,
Thank you for alerting Visa through the Revdex.com concerning your Visa gift card accountWe value your business and regret that we cannot directly help you with this situationVisa does
not set up, service, or have access to cardholder accountsThis 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 VisaFurthermore, the website that you mentioned in your complaint, www.gowallet.com/visagift, is operated by the Blackhawk Network, Incand 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 balanceI 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 attentionWhile 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,
***
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-senseIF YOU
PUT YOUR LOGO ON A PRODUCT YOU ARE 110% RESPONSIBLEWHAT YOU ARE DOING IS DECEPTIVE TRADE PRACTICES AND YOU CAN BE HELD ACCOUNTABLE
Initial Business Response /* (1000, 5, 2014/03/26) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situationI am sorry to hear about the problems you encountered when trying to use your Visa gift cardI can certainly understand your
frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the bank that issued the gift card
As Visa is a separate company from the issuing banks, we are unable to make any changes to your accountI would recommend contacting the bank that issued the card and share your concerns with themThe bank's contact information is located on the back of the gift cardYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing bank you will be able to find a satisfactory resolution
Sincerely,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/01/12) */
Dear Mr***:
Thank you for your letter regarding merchants that accept donations used to facilitate hateful and distasteful propaganda
These issues are important and difficult for VisaOn the one hand, we deplore those who
espouse ideologies of hate and intoleranceOn the other, we do not think it is our place - as a payment network serving cardholders, retailers, and individuals selling goods in nearly every country in the world - to take sides in the many disputes that exist between and among countries and individuals
In striving to balance these two perspectives, we have chosen to defer to the judgment of governments with respect to the permissibility of making financial donations to specific controversial groupsIn other words, we follow the rule of lawAs a result, we ordinarily take no position with respect to lawful online donations made or accepted using a Visa card, even If it may be offensive or distasteful
At the same time, respecting the rule of law in the countries where we operate, we seek to prevent the use of our payment service for unlawful transactionsAs a result, the use of the Visa system for making donations that are illegal or that are in support of illegal activity is prohibited
Additionally, we believe taking the actions you propose against otherwise legal, but undesirable entities, could unintentionally provide them a platform to promote their ideology
We recognize, as courts in the U.Sand elsewhere have long recognized that this is a challenging topicWe welcome the input of all stakeholders regarding our policies as we work to sustain a network that supports global commerce while respecting the rule of law
Also note that Visa does not directly contract with nor hire Independent Sales Organizations (ISOs) to facilitate acceptance of transactions for these types of entities; but rather it is Visa's many client financial institutions that do thisWhile Visa sets standard s which must be adhered to when clients wish to work with an ISO, those also are specific to ensuring that transactions they support be legal, regardless of how distasteful they may be
We hope this provides the clarification you seekI'd be happy to answer any follow up questions you have regarding our policies on these matters
Sincerely,
*** ***
Senior Director
Global Brand Protection
Initial Business Response /* (1000, 10, 2015/01/12) */
January 9,
Attn: *** *** Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: *** ***
Claim #: XXXXXXX
Date of Loss: 11/1/
Dear MsAl-Ghaffaar:
The following constitutes our response to
Mr***'s complaint regarding a claim for benefits under the Visa Price Protection BenefitThe 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 Visa
Every Visa 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
Mr*** states in his complaint that he submitted three items for consideration under his Price Protection benefit on 11/3/One of the three items was processed and paid on 11/10/Mr*** questioned the status of the two remaining itemsBecause Mr*** bundled all items into one claim, two of the items were not consideredIn fact, he should have submitted separately for each item claimed
The two additional items were never denied, but instead were never reviewed or consideredTo assist Mr***, two additional claims have been created in the system, and payment for the two additional price protection benefits are being processed and paid in accordance with the terms and conditions of the program
Regarding the response to his email sent on 12/3/14, we apologize for this delayMr***'s email was sent to the wrong email addressRather than to the benefit email address, his email should have been addressed to ***@eclaimsline.com, as noted on the claim form sent to him
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided
Initial Consumer Rebuttal /* (3000, 12, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa claims that "Mr*** states in his complaint that he submitted three items for consideration under his Price Protection benefit on 11/3/One of the three items was processed and paid on 11/10/Mr*** questioned the status of the two remaining itemsBecause Mr*** bundled all items into one claim, two of the items were not consideredIn fact, he should have submitted separately for each item claimed."
But Mr*** did NOT bundle all of his items into a single claimInstead, he submitted three SEPARATE claims, on three SEPARATE claim forms (with three SEPARATE claim numbers), via three SEPARATE emails
Mr*** has proof sitting in his email's "sent mail folder." Unfortunately, Mr*** can't attach any documents to this rebuttal, as the Foster City Revdex.com doesn't provide such an optionNevertheless, he is willing to (1) send a screenshot of his "sent mail" folder and (2) forward all three emails, which are dated 11/03/
Please let Mr*** know whether VISA would like those emails sent to ***@eclaimsline.com or to some other address
Initial Business Response /* (1000, 5, 2014/09/18) */
Dear Mr***
Thank you for alerting Visa to your situation through the Revdex.comI completely understand your frustrations regarding the phone calls you are receivingUnfortunately, we are unable to assist you
directly with this matter
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 paymentsSome 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 ownThese 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
I can assure you that the calls you are receiving are not coming from Visa directlyI am sorry that I cannot provide you with more insight on the source of these troubling phone calls you are receivingMy suggestion would be to block the phone numbers that are calling you and ignore these calls
Thank you for taking the time to bring this matter to our attentionI would ask you to please allow the Revdex.com to close this case, as there is nothing further Visa can assist you with
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 14, 2015/12/08) */
Dear *** ***
Thank you for alerting Visa, through the Revdex.com, to your concerns regarding the fees that are being assessed by Seattle Pacific UniversityWe value your business and regret to hear about any
inconvenience this may have caused youVisa 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 surchargeA Service Fee differs from a surcharge as it must meet a very specific set of guidelines and definitionsFor 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 FeeIf 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 cardIf 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 attentionI hope that this information has provided some clarification into this issuePlease allow the Revdex.com to close this case
Sincerely,
***
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, 2015/02/23) */
Dear Revdex.com:
We have received your Complaint Activity Report dated as of February 13, regarding *** ***We do not have sufficient detail about *** ***'s Visa card without getting further information from her
and her bank would need to cooperate to help us investigate furtherNavy Credit Union has the customer relationship with *** *** with respect to her card accounts
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 paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademarkThese financial institutions independently determine the terms and conditions of credit extensions, the number of cards to issue, and the interest rates and fees to charge cardholders, among other thingsVisa itself is not involved at the consumer level of payment card transactions: it does not issue cards, service a cardholder's account, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
We encourage *** *** to contact her issuing bank, Navy Credit Union, directly, for further assistanceShe can request that her bank, for each of her debit and credit card accounts, block certain transactions from specific merchantsShe can also dispute any charges that she or her husband did not authorizeAn additional option is for *** *** to request that her bank send a "contact cardholder update" message in their next Visa Account Updater (VAU) file to update her file, if they are currently electing to provide updates for her accountsThese are actions that Visa cannot take without instruction from the issuing financial institution
In general, issuing banks and acquiring banks can elect to participate in VAUThe issuing bank determines whether to provide updated credit and debit card information through VAU to participating acquiring banks and their enrolled merchantsFurther, the cardholder agreement between *** *** and her issuing bank and/or the issuing bank's privacy policy may explain how the issuing bank may use cardholder information
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
Attn: *** *** Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: *** ***
Claim #: XXXXXXXXXX
Date of Loss: 4/19/
Dear Ms***:
The following constitutes our response to
Ms***'s complaint regarding a claim for benefits under the Citi Bank Purchase Protection BenefitThe 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***'s complaint, she submitted a claim reporting stolen sunglasses and a dressShe indicated that the claim had not been paid and additional documentation was being requestedAs 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 vandalismWindstorm, lightning, hail, rain, sleet, or snowAircraft, spacecraft, or other vehiclesTheft (except from autos or motorized vehicles)Accidental discharge of water or steam from household plumbingSudden 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 formYour Visa card receiptThe itemized store receiptA 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 benefitsA copy of your insurance declaration page, when applicableDocumentation (if available) of any other settlement of the theft or damageAny 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 theftIn most cases you will be asked to send, at your expense, the damaged item to substantiate a claimRetain the item in the event it is requested by the Benefit Administrator
Ms*** indicated upon filing of her claim that she was robbed while riding on a trainShe provided receipts for the sunglasses and the dress being claimedBoth of these items were purchased from Saks Fifth AvenueSaks was contacted on 5/14/and a Saks representative provided information that the dress that was claimed for $had been returned to the storeThe sunglasses were not returned at that timeAdditional documentation was received on 6/8/2015, and a denial was issued
On 7/8/15, Ms*** advised us that while returns had been made, the dress for $was not returned to SaksA request for the return receipt was madeTo date, Ms*** has not provided this informationIn 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 itemsAs a result of this additional information, we are reopening the claim and will continue to processPayment will be issued upon receipt of additional documentation that has been requested from Ms***
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above
Initial Business Response /* (1000, 12, 2014/04/02) */
Dear *** ***,
Thank you for your letter of February 18, explaining the problems you encountered when trying to use your Visa gift cardsI am also sorry to hear about the difficulties you experienced when you called for
customer serviceI can certainly understand your frustration and I am grateful that you took the time to let me know about your concern
Visa Incplays a unique role in the payment card processWhile most people are familiar with the Visa brand, many are unaware that Visa does not issue cards, set or collect card fees, or oversee consumer accountsThose functions are managed by the independent financial institutions that issue cardsInstead, Visa operates the network that allows card transactions to be processed, securely and reliablyThe customer service department you called is not part of Visa, but is run by the bank that issued the gift card
As Visa is a separate company from the issuing banks, we are unable to make any changes to your accountI would recommend contacting the bank that issued the card and share your concerns with themYou may wish to speak with a manager or supervisor
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the issuing bank you will be able to find a satisfactory resolution
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 14, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa is listed on the card and the terms are listed on the back of the cardI expect the terms to be followed that are listed on the back of the cardI don't understand how it can be legal to list one thing on the back of the card and then do another thingI was told I should have read the terms and conditions on the internetThis is absurd when there are terms listed on the back of the cardThe average person would not get online and read other terms when there are terms specifically spelled out on the back of the cardThis seems like fraud to me along with an attempt to steal peoples hard earned moneyI am sure I am not the only person who has had this issueI would like this issue resolved fairly, and visa, who is listed on the card, honor the terms they print on the back of the card
Final Business Response /* (4000, 16, 2014/04/04) */
Dear *** ***,
Thank you for responding to our letter dated March 31,
Although we appreciate that you continue to alert Visa to your situation regarding the maintenance fees applied to your gift card, we encourage you to resolve this matter with the financial institution that issued the card (the Issuer)To reiterate, Visa does not issue cards, set or collect card fees, or oversee consumer accountsYour cardholder agreement is managed by the Issuer and they are the only party that can directly assist you with this matterAll of the information on the back of the card is associated with the IssuerThe customer service department you called is not part of Visa, but is run by the Issuer
As Visa is a separate company from the Issuer, we are unable to make any changes to your accountI would recommend contacting the Issuer using the information located on the back of the card, and share your concerns with themYou may wish to speak directly with a manager or supervisor
I appreciate your assistance in helping to maintain the integrity of the Visa brand and thank you for bringing this matter to our attentionHowever, your complaint through the Revdex.com should be focused toward the Issuer and not VisaI hope that this information helps guide you to finding a resolution to your inquiry
Sincerely,
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 18, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Visa has the terms of agreement listed on the back of the cardThey are not standing behind themThere is nothing stating on the card that Visa is not responsibleIf they do not intend on taking responsibility they should note that on the back of the cardThe back of the card specifically states " A monthly maintenance fee of $will be charged beginning on the month following the expiration." This is not what Visa didThey instead stole the money that was on the card and refuse to return it
Initial Business Response /* (1000, 5, 2014/09/11) */
Dear *** ***,
Thank you for alerting Visa through the Revdex.com to your situation concerning the $that was withdrawn from your accountWe value your business and regret that we cannot directly help you with
this situationVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etcPlease 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 paymentsSome 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 operationsVisa 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 ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore 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 provide you with the refund you have requestedI would recommend using the contact information on the back of your Visa card to contact the financial institution that issued the card
I appreciate that you brought this matter to our attentionWhile 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 Consumer Rebuttal /* (2000, 7, 2014/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/03) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com regarding some concerns you have with a recent chargeback that was filed by Capital One BankVisa takes all complaints very seriously, and we have
conducted an investigation into this matterWe 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 matterAccording 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 sidesBoth financial institutions would have to agree for Visa Arbitration to settle the matterThis case did not come to Visa Arbitration as this chargeback appears to have been resolved between the two banksVisa had no part in deciding how this chargeback was resolvedIf 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 BankIf 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 attentionUnfortunately, as Visa is a separate company from Capital One Bank, we are not able to assist you directly with this matterI hope that with the help of Capital One Bank you will be able to find a satisfactory resolution
Sincerely,
*** ***
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 and insistently considers the dispute matter closed
Having said that, I respect VISA's policyHowever, 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 goodsProtection 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 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 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 disputesIt 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 necessaryHowever, 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 allIn the end it obviates me as the consumer to respectfully reject a response from a party when there are no efforts in their response
Initial Business Response /* (1000, 5, 2014/12/09) */
Dear Revdex.com,
We have been in contact with Mr*** and we feel that we have addressed his concerns to the extent or abilityTo that end, we consider this matter resolved from a Visa
standpoint
Sincerely,
*** ***
Visa Executive Inquiries