Visa

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ December 30, Attn: [redacted] Dispute Resolution Specialist Revdex.com Case #: XXXXXXXX RE: ***, [redacted] Claim #: XXXXXXX Date of Loss: 12/2/ Dear Ms [redacted] The following constitutes our response to Mr [redacted] 's complaint regarding a claim for benefits under the Chase Bank 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 Chase Bank Every Chase Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter In Mr [redacted] ' s complaint, he states he submitted a claim under the benefits for Price Protection on a suit purchased from Brooks Brothers of New YorkAs a part of the claims process, it is the cardholder's responsibility to provide documentation that the item purchased and the sale item advertised and available are identicalHis claim was denied since the benefit only applies to an identical item being available on sale as the item purchased and Mr [redacted] did not and was unable to provide an ad identifying that the item on sale was the identical to the one he purchased As part of reviewing this claim since Mr [redacted] ' s complaint, we contacted Brook Brothers and were able to confirm that the advertised item was identical to the one Mr [redacted] purchasedAs a result, the denial will be overturned and a check for the price difference will be issued 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

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Dear [redacted] , Thank you for alerting Visa through the Revdex.com to your situation regarding a possible compromise of your Visa card 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 As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account in order to provide you with the information you have requestedI would recommend that you continue to work with the financial institution that issued your Visa card, as they are the only entity that would have access to the information you are seeking I appreciate that you brought this matter to our 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, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Dear Mr [redacted] , Thank you for contacting Visa through the Revdex.com regarding the internet pharmacy www.northwestpharmacy.comWe appreciate that you took the time to ask us about this Visa is responsible to ensure that Visa cards are not offered as a payment method for anything that would violate federal or state lawsAt present, our policy requires that any merchant, such as an internet pharmacy, be legally compliant in the jurisdiction it operates from and in the jurisdictions where it sells drugs to customersOur research indicates that there are multiple internet pharmacies that fail to meet these criteria including the internet pharmacy www.northwestpharmacy.comDue to the potential health and safety issues associated with this merchant they are not permitted to transact over the Visa Payment SystemFor additional information relating to safe online pharmacies please visit www.legitscript.com and www.safemedsonline.org I hope that this helps answer your questionThank you again for contacting Visa Sincerely, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) VISA claims that its action was done to protect consumers, but that is baloneyThe people who buy at Northwest Pharmacy do not need any such protectionVISA claims to base its evaluation on ratings by LegitScript, but LegitScript gives "unapproved" ratings to all foreign pharmacies even if its investigations find nothing wrong with themIf VISA really wants to protect consumers from fraud, it should stop processing hundreds of millions of dollars of orders per year for worthless pills and weight-loss schemes marketed through infomercials Final Business Response / [redacted] (4000, 9, 2015/06/23) */ Dear [redacted] , In response to the rebuttal that you submitted to the Revdex.com, I would like to reiterate what was stated in my previous letter and what we discussed during our phone conversationThe Visa rule that prohibits merchants like www.northwestpharmacy.com from engaging in transaction over the Visa Payment System is in place in order to fulfil our obligation to ensure compliance with any and all applicable federal and local legislation and/or regulationVisa does not enact rules or policies for the purpose of disadvantaging any merchants in favor of other merchants as you have insinuated As I acknowledged over the phone, Visa is not permitted to address the specifics of any legislation and/or regulation that is being sustained or the specifics of any potential violations that may occur if Visa were to permit this merchant to transact over our networkDue to the extremely sensitive legal and regulatory nature of this inquiry, Visa is unable to contend on this matter any further as we have communicated all that we are at liberty to discuss Visa would like to thank you for your understanding in this matter, and we appreciate that you took the time to bring it to our attentionI realize that this is not likely the resolution that you desired, but I can assure you that the information I have provided to you is accurate and is indeed the answer to your inquiryWe ask that you please allow the Revdex.com to close this case as Visa will now consider this matter resolvedThank you Sincerely, [redacted] , Visa Executive Inquiries Office Final Consumer Response / [redacted] (4200, 11, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no proposed resolutionVISA say it is following unspecified "legislation and/or regulation" cannot be specific because the matter is too "sensitive." (In other words, "we have reasons but we won't give them to you.") I do not believe there is any legal reason why VISA cannot permit cardholders to use their cards to purchase from legitimate Canadian pharmaciesI suspect that VISA does not want to reveal the real reason behind its policy to prevent others from seeing that it is baseless and might violate antitrust lawsVISA representative told me that others have made the same complaint as I have

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Dear [redacted] , Thank you for alerting Visa through the Revdex.com regarding the difficulties you are experiencing with your Visa gift cardWe value your business and regret to hear about your situation Unfortunately, we are unable to assist you directly with this matterVisa 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 customer service department that you spoke with is a function of the financial institution that issued your Visa card, and not a part of Visa 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 that you have requestedI would recommend that you contact the financial institution that issued your Visa card with your concerns I appreciate that you took the time to bring 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, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, Thank you for the responseCan you please provide the contact for the institution as they are not replying to my calls/faxes or preferably can you please reach out to them on my behalf? If you are in licence with them I would think this is something you can do? Thanks, [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/31) */ Dear [redacted] , Thank you for the response that you submitted to the Revdex.comUnfortunately, we do not have access to the contact information for the financial institution that issued your Visa cardThere is typically a phone number on the back of the card that the cardholder can use to contact the cardholder services department for the issuing financial institution I hope with this information, you will be able to get in contact with the financial institution that issued your Visa card and find a satisfactory resolution to this matterThank you Sincerely, [redacted] Visa Executive Inquiries Office Final Consumer Response / [redacted] (4200, 11, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, I have called, faxed and had no responseAs it is a card using visa, can you please contact them? I am unsure why you would not be able to do so if it is card using visaSeems unreasonable and uncooperative Please advise or provide alternative contact information for the Visa using institution Thanks [redacted]

Initial Business Response / [redacted] (1000, 8, 2014/07/18) */ Dear [redacted] , Thank you for alerting Visa to your situation through the Revdex.comUnfortunately, we are not permitted to provide you with the information you are requestingVisa is not allowed to disclose any non-public informationIn this case, the requested information is classified as confidential and cannot be submitted through the Revdex.com's complaint resolution system While we appreciate you bringing this matter to our attention, we regret that we are not able to assist you directlyWe hope that with the help of the courts and the Dominican Bank, you are able to find a satisfactory resolution As there is no way for Visa to accomplish what this complaint is asking of us, we ask that you please allow the Revdex.com to close this caseThank you Sincerely, Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2015/03/06) */ Dear Kenneth Que, Thank you for alerting Visa through the Revdex.com to the situation with your Visa 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" sectionThe representatives you have spoken with are associated with the financial institution that issued your card, and are not a part of Visa 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 requestedI would recommend that you continue to contact the financial institution that issued your Visa 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 card you will be able to find a satisfactory resolution Sincerely, Jonathan Richey Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Then you should have td bank remove the visa logo on your credit card logo this is unfairi will be writing to the nj attorney general for this fraud cause by you and tdbank

Initial Business Response / [redacted] (1000, 5, 2014/05/27) */ Dear [redacted] , Thank you for alerting Visa to your situation through the Revdex.comI completely understand your frustrations regarding the automated phone calls you are receivingUnfortunately, we are unable to assist you directly with this matter 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 are unable to determine who it is that may be identifying themselves as Visa, but 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, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/02/24) */ Dear [redacted] ***, Thank you for alerting Visa to your situation through the Revdex.comWe are sorry to hear about the problems you encountered when trying to use your Vanilla Visa gift cardWe can certainly understand your frustration and we are grateful that you took the time to let us know about your concern 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 Visa 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 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 customer service department you called is not part of Visa, but is run by the financial institution that issued the card As Visa is a separate company from the issuing bank, we do not issue cards or determine or enforce the terms and conditions for any issued cardsAlso, we do not have access to your account in order to provide you with the refund you are requestingTo do this, you would need to continue to work with the financial institution that issued the gift card We appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, we hope that with the help of the financial institution that issued your Vanilla Visa gift card you will be able to find a satisfactory resolution Sincerely, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Dear [redacted] , Thank you for contacting Visa through the Revdex.com regarding the fraudulent activity on 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 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 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 I appreciate that you brought this matter to our attentionWhile we unfortunately are not in position to 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, as we are not the appropriate entity to provide you with the assistance you are requesting Sincerely, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) You're not responsible for companies that contract your service? Maybe Visa should look into the companies that are issuing their products displaying no logo's other than "VISA" which is very misleadingMy complaint standsVisa is a company that passes [redacted] buck in every single Revdex.com complaint against them, so I am not surprised by this response Final Business Response / [redacted] (4000, 9, 2014/10/21) */ Dear [redacted] , Thank you for your reply of October 20, We are sorry to hear that you were not satisfied with our response to your initial inquiry of October 14, Our intention was never to attempt to shift responsibility away from us and onto another partyWe were merely attempting to redirect your inquiry to the most appropriate entity The only request that was made in your initial inquiry was for your card balance to be restored to $The only entity that can accomplish this is the financial institution that issued the card, as they are the only entity that has access to the accountThe account is owned and managed by this financial institutionAny and all refunds to which you are entitled can only come from them Visa is not trying to avoid anything, nor are we refusing your requestVisa takes all complaints very seriousHowever, the action that has been requested of us is not a function we can fulfil, as we do not have access to the account in question I hope that this information has helped to clear up some of the confusion around this matter Sincerely, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Dear [redacted] , Thank you for alerting Visa through the Revdex.com (Revdex.com) to the difficulties you have experienced while attempting to dispute transactions on your Total CardVisa values your business and we regret to hear about your situationWe take all complaints very seriously and we take every effort to investigate all such matters to extent of our abilityTo that end, we have not been able to identify any chargeback activity that matches the details you provided in the Revdex.com complaint form By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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 It has also been noted that this matter is currently being investigated by the Consumer Financial Protection Bureau (CFPB)Visa has concluded that the CFPB's investigation has a better opportunity to provide you with more detailed answersTo that end, Visa will defer to the results of the CFPB's analysis at this time We appreciate that you took the time to bring this matter to our attentionWe hope that with the assistance of the CFPB and the financial institution that issued your Total Card you will be able to find a satisfactory resolution Sincerely, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2014/09/23) */ Dear Mr***, Thank you for alerting Visa through the Revdex.com to your situation regarding the rate assessed to your businessWe value your business and regret to hear that Elavon did not provide you with satisfactory notification of an increase in your rateUnfortunately, Visa cannot 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 (called "acquirers") sign up merchants to accept Visa payment cardsThese financial institutions independently determine the terms and conditions for their merchant relationships and handle any customer service matters relating to them Visa itself is not involved at the merchant level of payment card transactions; it does not sign up merchants to accept Visa payment cards, hold any merchant funds, or service a merchant's accountThe merchant 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 Elavon, we do not set or assess the fees that your business pays for processing Visa transactionsThis is a function of Elavon, as they are responsible for managing your merchant account and any refund to your account would come from them To that end, we do not feel that meeting with you in person would benefit any party involved, as Visa is not the appropriate entity to address your concernsIn the future, any inquiries of this nature should be directed toward ElavonWhile we unfortunately cannot assist you directly, I hope that with the help of Elavon, you will be able to find a satisfactory resolution We hope this information proves helpful, and we thank you for accepting Visa Sincerely, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ Dear [redacted] , Thank you for contacting Visa concerning your Visa 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 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 requestedI would recommend that you contact the financial institution that issued your Visa card with your concerns I appreciate that you brought this matter to our 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, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A women at visa said she was going to call my bank a month ago and return my call the next dayI waited a month for responseNothingI called and left the lady a message last weekNo responseTerrible customer serviceThey say anything to try to get you to go awayPatheticMy company processes credit cardsI know how it works and they are not doing their job Final Business Response / [redacted] (4000, 9, 2015/02/13) */ Dear Mr [redacted] , In response to your rebuttal, I would like to reiterate that Visa is a separate company from the financial institution that issued your cardAs was stated in my previous letter, managing of the cardholder relationship is the responsibility of the issuing financial institution Furthermore, Visa does not have access to cardholder accounts which means that we are unable to provide you with refund you have requestedIn order to resolve this matter, I would again recommend that you contact the financial institution that issued your card, as they are the only entity that can accomplish what you are requestingThere is nothing more that Visa can do for you directly Sincerely, [redacted] Visa Executive Inquiries

Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ Dear [redacted] , Thank you for alerting Visa to your situation through the Revdex.comWe are sorry to hear about the problems you encountered when trying to use your Vanilla 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 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" sectionThe customer service department you called is not part of Visa, but is run by the financial institution that issued the card As Visa is a separate company from the issuing bank, we do not determine or enforce the terms and conditions for any issued cardsAlso, we do not have access to your accounts in order to provide you with the refund you are requestingTo do this, you would need to continue to work with the financial institution that issued the gift card I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of issuing financial institution you will be able to find a satisfactory resolution To that end, we ask that you please allow the Revdex.com to close this case against Visa Sincerely, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your reply But as I was informed by this company Visa was involved in the decision to not retrieve the funds from the account they were uploaded toAs far as they said their statement involved both Visa and their companySo I am still seeking a full refund seeing as you do correspond with this company and you do have a sayI have still to this point given money to the Visa Vanilla card and it was still not uploaded and I still have not received a reasonable solution Final Business Response / [redacted] (4000, 10, 2014/07/16) */ July Dear [redacted] , Thank you for your response of July Once again, I completely understand your frustrationsHowever, Visa does not have access to cardholder accounts and therefore cannot provide any cardholder with a refundSince all accounts belong to the financial institution that issued the card, they would be the only source that a refund could come from To that end, I would again advise you to continue to work with the financial institution that issued your card in order to resolve this matterI hope that this provides you with some clarity regarding this situation Sincerely, [redacted] Visa Executive Inquiries Office Final Consumer Response / [redacted] (4200, 12, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again thank you for your replyBut again I'm not happy with the replyYour company is associated with this company and it's cardAnd again as per the reply I have received from the company Visa was involved in the choice to not issue me a refund because upon locating the thief you were unable to retrieve the funds you can not issue a refundAnd that is not an issue I feel of the customer as I entrusted you with my money and it was not given to me You and the company should right this wrong

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ October 30, Attn: [redacted] Dispute Resolution Specialist Revdex.com Case #: XXXXXXXX RE: [redacted] Claim #: XXXXXXXXXX Date of Loss: 8/16/ Dear Ms [redacted] The following constitutes our response to Mr***'s complaint regarding a claim for benefits under the US 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 US Bank Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter In Mr***'s complaint, he states he submitted a claim for benefits after a camera was stolenHe indicated that the claim was being denied for failure to meet time frames in reporting his claimReferring to the guide to benefits under: What items are covered by Purchase Security? And What documents do I need to submit with my claim? What items are covered by Purchase Security? Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or 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 When Mr [redacted] reached out to report the incident, during his first notice of loss call on August 23, 2015, he stated that his camera was lost from his boat on August 16, 2015, or days prior to when he reported the lossHe was given a verbal denial at that time, as lost items are not covered under the benefitMr [redacted] then asserted that his loss was due to the camera being stolenThe forms to document his claim and related instructions were then sent to Mr [redacted] for completion After reviewing the documentation received on September 10, 2015, Mr [redacted] was informed that his claim was denied, because he failed to report the loss to the authorities within hours of the lossMr [redacted] states that he was never told of this requirementIn addition to the disclosure of this requirement in the guide to benefits that each cardholder receives with his credit card and periodically thereafter, this requirement is also included with the claim formThe incorrect denial was issued for failure to report the claim within timeframesThe actual reason for denial was Mr [redacted] failed to report his theft to the authorities within the timeframe requirement of hoursAs a result this claim remains deniedThis information was provided to Mr*** 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed their instructions but "they" kept changing the termsIt is my belief that this company does not honor their agreements in order to save money at the "members" expenseI gave them the info they needed they kept wanting more and/or changing the requirements It would be interesting to see what percentage of of filed requests are actually honored by this company Final Business Response / [redacted] (4000, 9, 2015/11/11) */ We have reviewed again the claim for benefits filed by [redacted] ***, regarding a camera that was stolenThe most recent correspondence from Mr [redacted] provides no new information that helps us reach a different conclusionPer the terms and conditions of the benefit, for an item purchased that has subsequently been stolen to be covered by the benefit, a police report must be filed within hours of the theftThat requirement is a part of the disclosure provided to the cardholder as an enclosure with the credit card, and periodically thereafterAt the time that Mr [redacted] first reported the claim, it was already beyond that time frame for a police report to be filedThe request for a copy of said police report was included in the documents required to be submitted by Mr***His documentation did not include a timely police reportTherefore, there is no new information that results in a different adjudication of Mr***'s claim Final Consumer Response / [redacted] (4200, 11, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I could afford it, I would sue themIt is my belief this is the "standard operating method"I am currently looking for an alternate to them, which is difficult because they are such a large company and I use that card a lot and the card is from a "loyalty" program with my grocery storeStuck between a rock and a hard place

Initial Business Response / [redacted] (1000, 8, 2015/12/08) */ Dear Mr [redacted] , Thank you for alerting Visa through the Revdex.com to your concerns about an H-E-B location that would not accept a properly presented Visa gift cardVisa takes all complaints seriously and we have opened a Visa Rules Management Compliance Case for this merchant This alleged violation is currently under investigation by the merchant's bankWe will update this Revdex.com complaint once we receive a confirmation that this merchant is in compliance with the Visa Rules regarding honoring all properly presented Visa cards In the meantime, we appreciate your patience while the compliance process takes its course Sincerely, [redacted] Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 10, 2015/03/06) */ Dear [redacted] ***, Thank you for alerting Visa through the Revdex.com concerning your Visa card account with First Citizens BankWe 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" sectionThe customer service department you spoke with is a function of First Citizens Bank, and not a part of Visa As Visa is a separate company from First Citizens Bank, we are not able to provide you with the information you have requestedI would recommend that you continue to contact First Citizens Bank 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 First Citizens Bank you will be able to find a satisfactory resolution Sincerely, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recieved a letter from this company, The letter states to call the number provided, my complaint is not the transaction, it's that they don't return my call to discuss matterthe letter says to call them, I did! and the recording says they will return call within 24hrs, over calls and no return callWhy do they say to call? But they are passing [redacted] buck to First Citizens

Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ XXX-XXX-XXXX tel XXX-XXX-XXXX fax [redacted] @ [redacted] C [redacted] Director, Client Solutions March 25, Revdex.com case # XXXXXXXX RE: [redacted] Claim # XXXXXXXXXX Dear Ms [redacted] The following constitutes our response to Mr [redacted] 's complaint regarding a claim for benefits under the Visa Extended Protection ProgramThe 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 thereafterThe Extended Protection benefit in part states: What items are covered by Extended Protection? Extended Protection doubles the period of repair service up to a maximum of one (1) year on many items of personal property which have a valid original manufacturer's written U.Swarranty of three (3) years or less and which you have purchased with your eligible U.S.-issued card or utilizing points earned on your eligible accounts How do I file a claim? Purchase Protection and Extended Protection Call the Benefit Administrator for Purchase Protection or Extended Protection within sixty (60) days of loss or damagePlease note: If you do not give such notice within sixty (60) days after the loss or damage your claim may be deniedThe Benefit Administrator will ask you for some preliminary claim information and send you the appropriate claim formThis claim form must be completed, signed, and returned with all the requested documentation within ninety (90) days from the date of loss or damage Gift recipients of eligible items may also handle the claim process if you wish However, the gift recipient must provide all of the documents necessary to fully substantiate the claim For faster filing, or to learn more about Purchase Protection and Extended Protection, go to www.visa.com/eclaims What documents do I need to submit with my claim? Extended Protection Your completed and signed claim form Your card receipt The itemized store receipt (If more than one method of payment was used, documentation linking the purchase back to the covered account must be included) A copy of the original manufacturer's U.Swarranty and any other applicable warranty March 25, [redacted] Page two A description and serial number of the item, and any other documentation deemed necessary to substantiate your claimThis includes bills and, if necessary, a copy of the maintenance record and receipts The original repair order All claims must be fully substantiated Mr [redacted] indicated in his complaint that he was seeking coverage under the Warranty Manager Program offered through his Chase Visa Ink credit cardThe laptop in question was purchased on 12/24/The manufacturers warranty expired on 12/24/The extended protection would be in effect until 12/24/Mr [redacted] indicated that there was an error message when trying to file onlineWe have checked the issue and found that the person filing the claim was trying to file a Purchase Security claim and not an Extended Protection claimThat was the reason for the error and delay in filing the claim Mr [redacted] also stated that the claims representative would not discuss the claim with someone other than the cardholderFor security reasons the person listed on the credit card must file the claim or provide authorization for someone to handle the claim on their behalfMr [redacted] indicated [redacted] their CEO, tried to discuss the claim indicating she is the primary card holderThe credit card number provided for this claim indicated she was not the primary cardholderThis account belongs to Mr [redacted] On 3/24/the claims supervisor reached out to Mr [redacted] and was able to file the claim under the correct benefit and accountThe claim form has been mailed and will be reviewed once it is returned along with the required documentation 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 Sincerely, [redacted] C [redacted] Director, Client Solutions Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is exactly the kind of incompetence I'm talking about [redacted] is the master account holder for ALL the cardsIt is linked to her social security number and no one else'sShe has master control over the entire account and all the cards associated with itNobody has authority above herThe other cards are simply employee cards A warranty claim is not a "security issue" or a matter of personal information it's an excuse for them to avoid dealing with the claim Final Business Response / [redacted] (4000, 9, 2014/03/27) */ Dear Revdex.com, Given that Mr [redacted] 's rebuttal has not brought up any new proposed action steps or requests, and that his concerns were addressed in full with our previous response: "On 3/24/the claims supervisor reached out to Mr [redacted] and was able to file the claim under the correct benefit and accountThe claim form has been mailed and will be reviewed once it is returned along with the required documentation." Visa considers this matter to be resolvedPlease close this case Thank you Visa Executive Inquiries Office

Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ Dear [redacted] , Thank you for contacting Visa concerning your Visa 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" sectionThe customer service department you spoke with is a function of the financial institution that issued your card and not a part of Visa 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 information you have requestedI would recommend that you continue to work with the financial institution that issued your Visa 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 card you will be able to find a satisfactory resolution Sincerely, [redacted] Visa Executive Inquiries Office Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Someday, it will be illegal to waste our world's resources by sending unwanted snail-mail spam to a person's house That day may come soon: it is illegal to do this with email, so snail mail legislation may soon follow You are a huge company, with a massive amount of pullTo see you stand on the sidelines ignoring this issue does not speak well of Visa, and will enter into my consideration the next time AmEx or another entity causes me to stop & think about my credit card In the meantime, I really wish you'd exercise some leverage here to try to help yourself, your partner companies (you ARE in bed with them, though your note above tries to distance yourself), and the environment And oh yeah, the consumer too, lest we forget about the consumer, who only helps provide your paycheck Sorry for the salty tone in my note, but yours was impersonal and offered no help at all "But that's because our hands are tied!" No they are notYou know that as well as anyone

VISA sells gift cards of varying face values Each month a purchased gift card is not used up, VISA charges 2.5% interest on the card which is taken out of the outstanding value on the card Therefore, VISA is charging the customer interest on funds THEY OWE YOU Also, there is an expiry date on the gift cards Once the card reaches the expiry date, the funds are gone So VISA is paid the original face value of the gift card, PLUS charges monthly interest on any outstanding value, PLUS any outstanding funds return to VISA upon expiry This should be illegal!

Initial Business Response / [redacted] (1000, 8, 2015/05/27) */ May 26, Attn: [redacted] Dispute Resolution Specialist Revdex.com Case #: XXXXXXXX RE: [redacted] Claim #: XXXXXXXXXX Date of Loss: 4/10/ Dear MsAl-Ghaffaar: The following constitutes our response to Mr [redacted] 's complaint regarding a claim for benefits under the REI/US 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 US Bank Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter As indicated in Mr [redacted] 's complaint, he submitted a claim for benefits for damage to his Ricoh camera after dropping it and shattering the LCD screenAs indicated in the guide to benefits under: What items are covered by Purchase Security? What items are covered by Purchase Security? Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or 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.) Mr [redacted] indicated upon filing of his claim that he damaged his camera after dropping it approximately feetAfter filing a claim with Ricoh the manufacturer denied his claim stating that impact damage was excludedAs indicated above this is a named peril benefit and accidental damage is not one of the named perilsAs a result, Mr [redacted] 's claim is ineligible for coverage 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 Consumer Rebuttal / [redacted] (3000, 12, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response as none of that is listed on the US Bank site about this benefitVisa and US Bank can hide it in their TOS book all they want and not keep customers updated with real time changes on their websitesEither way, it sounds like Visa nor US Bank want to accept their poor advertising practices and for that I will be moving all my purchases to both Discover and AMEX It's their right to deny claims like this and I understand thatIt is also their right, I guess, to use poor advertising practicesAs seen in the screenshot I originally submitted, none of the perils above where listed on their siteBecause of this, I will be moving this complaint along to the state attorney generals office and my local consumer affairs board But its my right to use whatever card I would like and from now on VISA isn't going to be one of them Thank you to the Revdex.com for your help in this matter Final Business Response / [redacted] (4000, 14, 2015/06/04) */ As indicated in our previous response every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafterThe terms and conditions are clear as to what is covered under this benefitMr [redacted] claim is ineligable beacuse the damage was not a result of one of the named perils listed in the guide to benefitsOur position on this matter has not changed