Initial Business Response /* (1000, 5, 2015/01/26) */
Dear [redacted],
Thank you for contacting Visa concerning your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to...
cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The 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 requested. I 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 attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 pull. To 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 not. You know that as well as anyone.
Initial Business Response /* (1000, 5, 2015/12/30) */
December 30, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted], [redacted]
Claim #: XXXXXXX
Date of Loss: 12/2/15
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the Chase Bank Price Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with 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 York. As 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 identical. His 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] purchased. As a result, the denial will be overturned and a check for the price difference will be issued.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided.
Initial Business Response /* (1000, 5, 2015/01/26) */
Dear [redacted],
Thank you for contacting Visa concerning your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to cardholder...
accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested. I would recommend that you contact the financial institution that issued your Visa card with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 day. I waited a month for response. Nothing. I called and left the lady a message last week. No response. Terrible customer service. They say anything to try to get you to go away. Pathetic. My company processes credit cards. I know how it works and they are not doing their job.
Final Business Response /* (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 card. As 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 requested. In 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 requesting. There is nothing more that Visa can do for you directly.
Sincerely,
[redacted]
Visa Executive Inquiries
Initial Business Response /* (1000, 5, 2014/11/13) */
Dear [redacted],
Thank you for contacting Visa through the Revdex.com. With the information you provided, we were able to determine that Navy Federal is an issuing bank participating in Visa Account Updater (VAU) and...
OnStar is a participating merchant through its acquiring bank. However, we do not have sufficient detail about your specific debit or credit accounts, and would require the cooperation of Navy Federal to help us investigate further.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
In general, issuing banks and acquiring banks can elect to participate in VAU. The issuing bank determines whether to provide updated credit and debit card information through VAU to participating acquiring banks and their enrolled merchants. Further, the cardholder agreement between the cardholder and the issuing bank and/or the issuing bank's privacy policy may explain how the issuing bank may use cardholder information.
We recommend that you contact Navy Federal to request information about what services they provide cardholders as it pertains to VAU. You may be able to request that Navy Federal, for each of your debit and credit card accounts, block certain transactions from specific merchants. An additional option is to request that Navy Federal send a "contact cardholder update" message in their next VAU file to update your accounts, if they are currently electing to provide this service. These are actions that Visa cannot take without instruction from the issuing financial institution.
We appreciate that you took the time to bring this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of Navy Federal you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Navy Federal has already stated that the VAU is something that they do not participate in and it is solely a VISA service. That is also indicate on your website, http://usa.visa.com/merchants/grow-your-business/processing-solutions/account-up...⇄ This service services as a disservice to the customer because they do not know what companies have unauthorized access to their new account information. That is something that should be left to the customer to decide and not the company.
Your company's VAU service is illegal and should be reviewed and discontinued.
Final Business Response /* (1000, 11, 2014/12/21) */
Dear Revdex.com,
Visa has been working with Navy Federal Credit Union. They will be communicating directly with the cardholder, [redacted], regarding their cardholder policies. If you have additional questions, you may contact Navy Federal Credit Union through the following person:
[redacted]
Business Operations Analyst III
Debit Card Services
Navy Federal Credit Union
XXX-XXX-XXXX Phone
XXX-XXX-XXXX Mobile
XXX-XXX-XXXX Fax
To that end, Visa considers this matter resolved from our end.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/16) */
Dear [redacted],
Thank you for contacting Visa through the Revdex.com regarding the fraudulent activity on your Visa gift card. I 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 payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 accounts. I would recommend continuing to work with the financial institution that issued the card.
I appreciate that you brought this matter to our attention. While 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 resolution. Please 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 /* (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 misleading. My complaint stands. Visa 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 /* (4000, 9, 2014/10/21) */
Dear [redacted],
Thank you for your reply of October 20, 2014. We are sorry to hear that you were not satisfied with our response to your initial inquiry of October 14, 2014. Our intention was never to attempt to shift responsibility away from us and onto another party. We 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 $100. 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 account. The account is owned and managed by this financial institution. Any 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 request. Visa takes all complaints very serious. However, 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 /* (1000, 5, 2015/10/14) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns regarding the Visa Signature Concierge Service related to the Visa Signature Luxury Hotel Collection. We value your business and regret to...
hear that your experience did not meet your expectations. Visa takes all complaints very seriously, and we have conducted an investigation into this matter.
As you noted in your complaint, The Visa Signature Luxury Hotel Collection Best Rate Guarantee Terms and Conditions state that the lower rate must:
Have identical booking requirements and policies for payment and cancellation as your Visa Signature Luxury Hotel Collection booking
The Terms and Conditions also state:
The Visa Signature Luxury Hotel Collection has the sole right to determine the validity of any claim
The Visa Signature Luxury Hotel Collection has the discretion to determine if a competing rate is genuinely available
In the case of a dispute, the Visa Signature Luxury Hotel Collection's decision is final
Based on the above statements, it has been determined that the competing rate in question was not eligible because it was only available through MasterCard Travel Services as an exclusive benefit offered only to applicable MasterCard products. This offer does not have identical booking requirements or policies for payment since it requires a MasterCard for both booking and payment. Also, the terms and conditions for the MasterCard Travel Services require a $30 processing fee for all cancellations, whereas the Visa Signature Luxury Hotel Collection benefit does not charge any fees to change or cancel any bookings.
Due to the fact that variations in terms and conditions commonly occur across different reservation booking services, the Visa Signature Luxury Hotel Collection is unable to guarantee a price match with third party websites. According to the terms and conditions cited above, we have determined that the Best Rate Guarantee benefit claim that you submitted was not valid. We apologize if our previous attempts to explain our decision were unclear, and we hope that this letter has addressed all of your remaining concerns. Thank you for taking the time to bring this matter to our attention.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/03/06) */
Dear Kenneth Que,
Thank you for alerting Visa through the Revdex.com to the situation with your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set...
up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The 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 requested. I 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 attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
Jonathan Richey
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 unfair. I will be writing to the nj attorney general for this fraud cause by you and tdbank.
Initial Business Response /* (1000, 5, 2015/10/30) */
October 30, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 8/16/2015
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
In Mr. [redacted]'s complaint, he states he submitted a claim for benefits after a camera was stolen. He indicated that the claim was being denied for failure to meet time frames in reporting his claim. Referring to the guide to benefits under: What items are covered by Purchase Security? And What documents do I need to submit with my claim?
What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
What documents do I need to submit with my claim?
Your completed and signed claim form. Your Visa card receipt. The itemized store receipt. A police report (made within forty-eight (48) hours of the occurrence in the case of theft), fire, insurance claim, or loss report, or other report sufficient to determine eligibility for benefits. A copy of your insurance declaration page, when applicable. Documentation (if available) of any other settlement of the theft or damage. Any other documentation deemed necessary to substantiate your claim.
All claims must be fully substantiated as to the time, place, cause, and amount of damage or theft. In most cases you will be asked to send, at your expense, the damaged item to substantiate a claim. Retain the item in the event it is requested by the Benefit Administrator.
When Mr. [redacted] reached out to report the incident, during his first notice of loss call on August 23, 2015, he stated that his camera was lost from his boat on August 16, 2015, or 7 days prior to when he reported the loss. He was given a verbal denial at that time, as lost items are not covered under the benefit. Mr. [redacted] then asserted that his loss was due to the camera being stolen. The forms to document his claim and related instructions were then sent to Mr. [redacted] for completion.
After reviewing the documentation received on September 10, 2015, Mr. [redacted] was informed that his claim was denied, because he failed to report the loss to the authorities within 48 hours of the loss. Mr. [redacted] states that he was never told of this requirement. In addition to the disclosure of this requirement in the guide to benefits that each cardholder receives with his credit card and periodically thereafter, this requirement is also included with the claim form. The incorrect denial was issued for failure to report the claim within timeframes. The actual reason for denial was Mr. [redacted] failed to report his theft to the authorities within the timeframe requirement of 48 hours. As a result this claim remains denied. This information was provided to Mr. [redacted].
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed their instructions but "they" kept changing the terms. It is my belief that this company does not honor their agreements in order to save money at the "members" expense. I gave them the info they needed they kept wanting more and/or changing the requirements.
It would be interesting to see what percentage of of filed requests are actually honored by this company.
Final Business Response /* (4000, 9, 2015/11/11) */
We have reviewed again the claim for benefits filed by [redacted], regarding a camera that was stolen. The most recent correspondence from Mr. [redacted] provides no new information that helps us reach a different conclusion. Per the terms and conditions of the benefit, for an item purchased that has subsequently been stolen to be covered by the benefit, a police report must be filed within 48 hours of the theft. That requirement is a part of the disclosure provided to the cardholder as an enclosure with the credit card, and periodically thereafter. At the time that Mr. [redacted] first reported the claim, it was already beyond that time frame for a police report to be filed. The request for a copy of said police report was included in the documents required to be submitted by Mr. [redacted]. His documentation did not include a timely police report. Therefore, there is no new information that results in a different adjudication of Mr. [redacted]'s claim
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I could afford it, I would sue them. It is my belief this is the "standard operating method". I am currently looking for an alternate to them, which is difficult because they are such a large company and I use that card a lot and the card is from a "loyalty" program with my grocery store. Stuck between a rock and a hard place.
Initial Business Response /* (1000, 9, 2014/03/13) */
Dear Mr. [redacted]
Thank you for alerting Visa to this issue through the Revdex.com.
While we understand your frustration with the process, please continue to work with your Issuer, the financial institution that issued...
the card, on a resolution. It is the decision of Issuer to continue to work with the merchant bank towards that resolution. Visa does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions (the banks).
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them.
I suggest, also, that you bring the matter of this "fair use tax" to the attention of your Issuer. They may be able to help you resolve that matter as well.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of your Issuer you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiry Office
Initial Business Response /* (1000, 5, 2015/06/22) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com (Revdex.com) to the difficulties you have experienced while attempting to dispute transactions on your Total Card. Visa values your business and we regret to...
hear about your situation. We take all complaints very seriously and we take every effort to investigate all such matters to extent of our ability. To that end, we have not been able to identify any chargeback activity that matches the details you provided in the Revdex.com complaint form.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
It has also been noted that this matter is currently being investigated by the Consumer Financial Protection Bureau (CFPB). Visa has concluded that the CFPB's investigation has a better opportunity to provide you with more detailed answers. To that end, Visa will defer to the results of the CFPB's analysis at this time.
We appreciate that you took the time to bring this matter to our attention. We hope that with the assistance of the CFPB and the financial institution that issued your Total Card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 10, 2015/03/06) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com concerning your Visa card account with First Citizens Bank. We value your business and regret that we cannot directly help you with this situation. Visa...
does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 requested. I would recommend that you continue to contact First Citizens Bank with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of First Citizens Bank you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 matter. the letter says to call them, I did! and the recording says they will return call within 24hrs, over 9 calls and no return call. Why do they say to call? But they are passing [redacted] buck to First Citizens
My complaint is with Visa and there Visa Rush card. Can't acces my money and there are no live representatives to talk to. Strongly advise anyone one not to use this card. I believe it to be a big scam. They should be held accountable for there actions or should I say lack of. I hope this message don't fall on deaf ears and gets resolved.
Initial Business Response /* (1000, 5, 2014/06/27) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. We are sorry to hear about the problems you encountered when trying to use your Vanilla Visa gift card. I 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 payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 cards. Also, we do not have access to your accounts in order to provide you with the refund you are requesting. To 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 attention. While 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 /* (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 to. As far as they said their statement involved both Visa and their company. So I am still seeking a full refund seeing as you do correspond with this company and you do have a say. I 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 /* (4000, 10, 2014/07/16) */
16 July 2014
Dear [redacted],
Thank you for your response of 3 July 2014. Once again, I completely understand your frustrations. However, Visa does not have access to cardholder accounts and therefore cannot provide any cardholder with a refund. Since 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 matter. I hope that this provides you with some clarity regarding this situation.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 12, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again thank you for your reply. But again I'm not happy with the reply. Your company is associated with this company and it's card. And 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 refund. And 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 /* (1000, 8, 2014/07/18) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. Unfortunately, we are not permitted to provide you with the information you are requesting. Visa is not allowed to...
disclose any non-public information. In 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 directly. We 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 case. Thank you.
Sincerely,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/12/08) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns about an H-E-B location that would not accept a properly presented Visa gift card. Visa takes all complaints seriously and we have...
opened a Visa Rules Management Compliance Case for this merchant.
This alleged violation is currently under investigation by the merchant's bank. We will update this Revdex.com complaint once we receive a confirmation that this merchant is in compliance with the Visa Rules regarding honoring all properly presented Visa cards.
In the meantime, we appreciate your patience while the compliance process takes its course.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/06/12) */
Dear Mr. [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. We value your business and are sorry to hear about your circumstances. However, we regret that we cannot directly help you...
with this matter. Visa does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etc.
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As it pertains to your inquiry, the Zero Liability rules do not apply to cards that are issued within the country of Egypt. To that end, the information that you received from the bank is correct. You may want to contact the bank again to explore any other options you may have as it regards to disputing these charges.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of your bank you will be able to find a satisfactory resolution. We ask that you please allow the Revdex.com to close this case against Visa.
Sincerely,
[redacted]
Visa Executive Inquiry Office
Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically, although your name is on the card, you are not responsible for it?!!
How can you allow any institute to issue cards that have your logo if they can't respect the basic principal of a credit card which is basic security?!!
This is unbelievable!! I wish I knew such facts before I used a card that has your logo on it!!
Final Business Response /* (4000, 9, 2014/06/17) */
Dear Revdex.com,
Visa has already responded to the concerns of Mr. [redacted]. His rebuttal has not brought up any new concerns that were not addressed in our initial response. His rebuttal appears to be nothing more than frustrated critisism of our policies.
To that end, we ask that you please close this case, as Visa considers this matter resolved.
Thank you,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/01/20) */
January 20, 2014
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 12/6/14
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the Wells Fargo Cellular Telephone Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with Wells Fargo.
Every Wells Fargo 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. [redacted] states in his complaint that he submitted a claim for a water damaged cellular telephone on 12/7/2014. As stated in the guide to benefits, this benefit is for damaged or stolen cellular telephones. Mr. [redacted] was unable to verify the telephone was damaged because he turned it into AT&T in exchange for a new phone, without documenting the damage or receiving a repair estimate. AT&T did not note a cause of failure or damage to the telephone. We did verify that AT&T applied a $2.00 credit for the exchanged phone.
Since the telephone is no longer available for diagnosis and AT&T did not note the reason for trade-in, we are making a one-time exception for this requirement and will process Mr. [redacted]'s claim in the amount of $179.99 less the $25.00 co-pay, for a total of $154.99.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes: I have been notified that they will send me a check, this was approximately one week ago. However, as of yet, I have not received the check.
thank you very much for your assistance in this matter
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
Dear [redacted],
Thank you for contacting Visa concerning your credit card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to...
cardholder or merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etc. Please contact the financial institution that issued your Visa credit card.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
Visa Executive Inquiries Office
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 /* (1000, 15, 2015/04/28) */
[redacted]Document Attached[redacted]
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to the difficulties you have experienced while attempting to use your Xpectations Visa card. We value your business and...
in an effort to assist with a resolution to this matter we have made numerous attempts to contact you by phone and e-mail. We regret to inform you that we cannot assist you directly with this matter. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service depart you spoke with is a function of the financial institution that issued the card, and not a part of Visa.
As Visa is a separate company from the financial institution that issued your Xpectations Visa card, we do not have access to your account to make the changes you have requested. I would recommend that you continue to work with the financial institution that issued your Visa card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/01/26) */
Dear [redacted],
Thank you for contacting Visa concerning your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to...
cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The 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 requested. I 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 attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 pull. To 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 not. You know that as well as anyone.
Initial Business Response /* (1000, 5, 2015/12/30) */
December 30, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted], [redacted]
Claim #: XXXXXXX
Date of Loss: 12/2/15
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the Chase Bank Price Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with 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 York. As 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 identical. His 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] purchased. As a result, the denial will be overturned and a check for the price difference will be issued.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided.
Initial Business Response /* (1000, 5, 2015/01/26) */
Dear [redacted],
Thank you for contacting Visa concerning your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to cardholder...
accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested. I would recommend that you contact the financial institution that issued your Visa card with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 day. I waited a month for response. Nothing. I called and left the lady a message last week. No response. Terrible customer service. They say anything to try to get you to go away. Pathetic. My company processes credit cards. I know how it works and they are not doing their job.
Final Business Response /* (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 card. As 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 requested. In 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 requesting. There is nothing more that Visa can do for you directly.
Sincerely,
[redacted]
Visa Executive Inquiries
Initial Business Response /* (1000, 5, 2014/11/13) */
Dear [redacted],
Thank you for contacting Visa through the Revdex.com. With the information you provided, we were able to determine that Navy Federal is an issuing bank participating in Visa Account Updater (VAU) and...
OnStar is a participating merchant through its acquiring bank. However, we do not have sufficient detail about your specific debit or credit accounts, and would require the cooperation of Navy Federal to help us investigate further.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
In general, issuing banks and acquiring banks can elect to participate in VAU. The issuing bank determines whether to provide updated credit and debit card information through VAU to participating acquiring banks and their enrolled merchants. Further, the cardholder agreement between the cardholder and the issuing bank and/or the issuing bank's privacy policy may explain how the issuing bank may use cardholder information.
We recommend that you contact Navy Federal to request information about what services they provide cardholders as it pertains to VAU. You may be able to request that Navy Federal, for each of your debit and credit card accounts, block certain transactions from specific merchants. An additional option is to request that Navy Federal send a "contact cardholder update" message in their next VAU file to update your accounts, if they are currently electing to provide this service. These are actions that Visa cannot take without instruction from the issuing financial institution.
We appreciate that you took the time to bring this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of Navy Federal you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Navy Federal has already stated that the VAU is something that they do not participate in and it is solely a VISA service. That is also indicate on your website, http://usa.visa.com/merchants/grow-your-business/processing-solutions/account-up...⇄ This service services as a disservice to the customer because they do not know what companies have unauthorized access to their new account information. That is something that should be left to the customer to decide and not the company.
Your company's VAU service is illegal and should be reviewed and discontinued.
Final Business Response /* (1000, 11, 2014/12/21) */
Dear Revdex.com,
Visa has been working with Navy Federal Credit Union. They will be communicating directly with the cardholder, [redacted], regarding their cardholder policies. If you have additional questions, you may contact Navy Federal Credit Union through the following person:
[redacted]
Business Operations Analyst III
Debit Card Services
Navy Federal Credit Union
XXX-XXX-XXXX Phone
XXX-XXX-XXXX Mobile
XXX-XXX-XXXX Fax
To that end, Visa considers this matter resolved from our end.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/16) */
Dear [redacted],
Thank you for contacting Visa through the Revdex.com regarding the fraudulent activity on your Visa gift card. I 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 payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 accounts. I would recommend continuing to work with the financial institution that issued the card.
I appreciate that you brought this matter to our attention. While 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 resolution. Please 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 /* (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 misleading. My complaint stands. Visa 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 /* (4000, 9, 2014/10/21) */
Dear [redacted],
Thank you for your reply of October 20, 2014. We are sorry to hear that you were not satisfied with our response to your initial inquiry of October 14, 2014. Our intention was never to attempt to shift responsibility away from us and onto another party. We 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 $100. 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 account. The account is owned and managed by this financial institution. Any 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 request. Visa takes all complaints very serious. However, 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 /* (1000, 5, 2015/10/14) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns regarding the Visa Signature Concierge Service related to the Visa Signature Luxury Hotel Collection. We value your business and regret to...
hear that your experience did not meet your expectations. Visa takes all complaints very seriously, and we have conducted an investigation into this matter.
As you noted in your complaint, The Visa Signature Luxury Hotel Collection Best Rate Guarantee Terms and Conditions state that the lower rate must:
Have identical booking requirements and policies for payment and cancellation as your Visa Signature Luxury Hotel Collection booking
The Terms and Conditions also state:
The Visa Signature Luxury Hotel Collection has the sole right to determine the validity of any claim
The Visa Signature Luxury Hotel Collection has the discretion to determine if a competing rate is genuinely available
In the case of a dispute, the Visa Signature Luxury Hotel Collection's decision is final
Based on the above statements, it has been determined that the competing rate in question was not eligible because it was only available through MasterCard Travel Services as an exclusive benefit offered only to applicable MasterCard products. This offer does not have identical booking requirements or policies for payment since it requires a MasterCard for both booking and payment. Also, the terms and conditions for the MasterCard Travel Services require a $30 processing fee for all cancellations, whereas the Visa Signature Luxury Hotel Collection benefit does not charge any fees to change or cancel any bookings.
Due to the fact that variations in terms and conditions commonly occur across different reservation booking services, the Visa Signature Luxury Hotel Collection is unable to guarantee a price match with third party websites. According to the terms and conditions cited above, we have determined that the Best Rate Guarantee benefit claim that you submitted was not valid. We apologize if our previous attempts to explain our decision were unclear, and we hope that this letter has addressed all of your remaining concerns. Thank you for taking the time to bring this matter to our attention.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/03/06) */
Dear Kenneth Que,
Thank you for alerting Visa through the Revdex.com to the situation with your Visa card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set...
up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The 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 requested. I 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 attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
Jonathan Richey
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 unfair. I will be writing to the nj attorney general for this fraud cause by you and tdbank.
Initial Business Response /* (1000, 5, 2015/10/30) */
October 30, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 8/16/2015
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
In Mr. [redacted]'s complaint, he states he submitted a claim for benefits after a camera was stolen. He indicated that the claim was being denied for failure to meet time frames in reporting his claim. Referring to the guide to benefits under: What items are covered by Purchase Security? And What documents do I need to submit with my claim?
What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
What documents do I need to submit with my claim?
Your completed and signed claim form. Your Visa card receipt. The itemized store receipt. A police report (made within forty-eight (48) hours of the occurrence in the case of theft), fire, insurance claim, or loss report, or other report sufficient to determine eligibility for benefits. A copy of your insurance declaration page, when applicable. Documentation (if available) of any other settlement of the theft or damage. Any other documentation deemed necessary to substantiate your claim.
All claims must be fully substantiated as to the time, place, cause, and amount of damage or theft. In most cases you will be asked to send, at your expense, the damaged item to substantiate a claim. Retain the item in the event it is requested by the Benefit Administrator.
When Mr. [redacted] reached out to report the incident, during his first notice of loss call on August 23, 2015, he stated that his camera was lost from his boat on August 16, 2015, or 7 days prior to when he reported the loss. He was given a verbal denial at that time, as lost items are not covered under the benefit. Mr. [redacted] then asserted that his loss was due to the camera being stolen. The forms to document his claim and related instructions were then sent to Mr. [redacted] for completion.
After reviewing the documentation received on September 10, 2015, Mr. [redacted] was informed that his claim was denied, because he failed to report the loss to the authorities within 48 hours of the loss. Mr. [redacted] states that he was never told of this requirement. In addition to the disclosure of this requirement in the guide to benefits that each cardholder receives with his credit card and periodically thereafter, this requirement is also included with the claim form. The incorrect denial was issued for failure to report the claim within timeframes. The actual reason for denial was Mr. [redacted] failed to report his theft to the authorities within the timeframe requirement of 48 hours. As a result this claim remains denied. This information was provided to Mr. [redacted].
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed their instructions but "they" kept changing the terms. It is my belief that this company does not honor their agreements in order to save money at the "members" expense. I gave them the info they needed they kept wanting more and/or changing the requirements.
It would be interesting to see what percentage of of filed requests are actually honored by this company.
Final Business Response /* (4000, 9, 2015/11/11) */
We have reviewed again the claim for benefits filed by [redacted], regarding a camera that was stolen. The most recent correspondence from Mr. [redacted] provides no new information that helps us reach a different conclusion. Per the terms and conditions of the benefit, for an item purchased that has subsequently been stolen to be covered by the benefit, a police report must be filed within 48 hours of the theft. That requirement is a part of the disclosure provided to the cardholder as an enclosure with the credit card, and periodically thereafter. At the time that Mr. [redacted] first reported the claim, it was already beyond that time frame for a police report to be filed. The request for a copy of said police report was included in the documents required to be submitted by Mr. [redacted]. His documentation did not include a timely police report. Therefore, there is no new information that results in a different adjudication of Mr. [redacted]'s claim
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I could afford it, I would sue them. It is my belief this is the "standard operating method". I am currently looking for an alternate to them, which is difficult because they are such a large company and I use that card a lot and the card is from a "loyalty" program with my grocery store. Stuck between a rock and a hard place.
Initial Business Response /* (1000, 9, 2014/03/13) */
Dear Mr. [redacted]
Thank you for alerting Visa to this issue through the Revdex.com.
While we understand your frustration with the process, please continue to work with your Issuer, the financial institution that issued...
the card, on a resolution. It is the decision of Issuer to continue to work with the merchant bank towards that resolution. Visa does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions (the banks).
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them.
I suggest, also, that you bring the matter of this "fair use tax" to the attention of your Issuer. They may be able to help you resolve that matter as well.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of your Issuer you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiry Office
Initial Business Response /* (1000, 5, 2015/06/22) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com (Revdex.com) to the difficulties you have experienced while attempting to dispute transactions on your Total Card. Visa values your business and we regret to...
hear about your situation. We take all complaints very seriously and we take every effort to investigate all such matters to extent of our ability. To that end, we have not been able to identify any chargeback activity that matches the details you provided in the Revdex.com complaint form.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
It has also been noted that this matter is currently being investigated by the Consumer Financial Protection Bureau (CFPB). Visa has concluded that the CFPB's investigation has a better opportunity to provide you with more detailed answers. To that end, Visa will defer to the results of the CFPB's analysis at this time.
We appreciate that you took the time to bring this matter to our attention. We hope that with the assistance of the CFPB and the financial institution that issued your Total Card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 10, 2015/03/06) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com concerning your Visa card account with First Citizens Bank. We value your business and regret that we cannot directly help you with this situation. Visa...
does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 requested. I would recommend that you continue to contact First Citizens Bank with your concerns.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of First Citizens Bank you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (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 matter. the letter says to call them, I did! and the recording says they will return call within 24hrs, over 9 calls and no return call. Why do they say to call? But they are passing [redacted] buck to First Citizens
My complaint is with Visa and there Visa Rush card. Can't acces my money and there are no live representatives to talk to. Strongly advise anyone one not to use this card. I believe it to be a big scam. They should be held accountable for there actions or should I say lack of. I hope this message don't fall on deaf ears and gets resolved.
Initial Business Response /* (1000, 5, 2014/06/27) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. We are sorry to hear about the problems you encountered when trying to use your Vanilla Visa gift card. I 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 payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department 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 cards. Also, we do not have access to your accounts in order to provide you with the refund you are requesting. To 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 attention. While 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 /* (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 to. As far as they said their statement involved both Visa and their company. So I am still seeking a full refund seeing as you do correspond with this company and you do have a say. I 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 /* (4000, 10, 2014/07/16) */
16 July 2014
Dear [redacted],
Thank you for your response of 3 July 2014. Once again, I completely understand your frustrations. However, Visa does not have access to cardholder accounts and therefore cannot provide any cardholder with a refund. Since 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 matter. I hope that this provides you with some clarity regarding this situation.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 12, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again thank you for your reply. But again I'm not happy with the reply. Your company is associated with this company and it's card. And 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 refund. And 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 /* (1000, 8, 2014/07/18) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. Unfortunately, we are not permitted to provide you with the information you are requesting. Visa is not allowed to...
disclose any non-public information. In 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 directly. We 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 case. Thank you.
Sincerely,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/12/08) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your concerns about an H-E-B location that would not accept a properly presented Visa gift card. Visa takes all complaints seriously and we have...
opened a Visa Rules Management Compliance Case for this merchant.
This alleged violation is currently under investigation by the merchant's bank. We will update this Revdex.com complaint once we receive a confirmation that this merchant is in compliance with the Visa Rules regarding honoring all properly presented Visa cards.
In the meantime, we appreciate your patience while the compliance process takes its course.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/06/12) */
Dear Mr. [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. We value your business and are sorry to hear about your circumstances. However, we regret that we cannot directly help you...
with this matter. Visa does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etc.
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under Visa's neutral trademark. These 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 things. Visa 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 rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As it pertains to your inquiry, the Zero Liability rules do not apply to cards that are issued within the country of Egypt. To that end, the information that you received from the bank is correct. You may want to contact the bank again to explore any other options you may have as it regards to disputing these charges.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of your bank you will be able to find a satisfactory resolution. We ask that you please allow the Revdex.com to close this case against Visa.
Sincerely,
[redacted]
Visa Executive Inquiry Office
Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically, although your name is on the card, you are not responsible for it?!!
How can you allow any institute to issue cards that have your logo if they can't respect the basic principal of a credit card which is basic security?!!
This is unbelievable!! I wish I knew such facts before I used a card that has your logo on it!!
Final Business Response /* (4000, 9, 2014/06/17) */
Dear Revdex.com,
Visa has already responded to the concerns of Mr. [redacted]. His rebuttal has not brought up any new concerns that were not addressed in our initial response. His rebuttal appears to be nothing more than frustrated critisism of our policies.
To that end, we ask that you please close this case, as Visa considers this matter resolved.
Thank you,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/01/20) */
January 20, 2014
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 12/6/14
Dear Ms. [redacted]
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the Wells Fargo Cellular Telephone Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with Wells Fargo.
Every Wells Fargo 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. [redacted] states in his complaint that he submitted a claim for a water damaged cellular telephone on 12/7/2014. As stated in the guide to benefits, this benefit is for damaged or stolen cellular telephones. Mr. [redacted] was unable to verify the telephone was damaged because he turned it into AT&T in exchange for a new phone, without documenting the damage or receiving a repair estimate. AT&T did not note a cause of failure or damage to the telephone. We did verify that AT&T applied a $2.00 credit for the exchanged phone.
Since the telephone is no longer available for diagnosis and AT&T did not note the reason for trade-in, we are making a one-time exception for this requirement and will process Mr. [redacted]'s claim in the amount of $179.99 less the $25.00 co-pay, for a total of $154.99.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes: I have been notified that they will send me a check, this was approximately one week ago. However, as of yet, I have not received the check.
thank you very much for your assistance in this matter
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
Dear [redacted],
Thank you for contacting Visa concerning your credit card account. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to...
cardholder or merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, how it manages statements, etc. Please contact the financial institution that issued your Visa credit card.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes you have requested.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
Visa Executive Inquiries Office
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 /* (1000, 15, 2015/04/28) */
[redacted]Document Attached[redacted]
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to the difficulties you have experienced while attempting to use your Xpectations Visa card. We value your business and...
in an effort to assist with a resolution to this matter we have made numerous attempts to contact you by phone and e-mail. We regret to inform you that we cannot assist you directly with this matter. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service depart you spoke with is a function of the financial institution that issued the card, and not a part of Visa.
As Visa is a separate company from the financial institution that issued your Xpectations Visa card, we do not have access to your account to make the changes you have requested. I would recommend that you continue to work with the financial institution that issued your Visa card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office