Initial Business Response /* (1000, 5, 2014/04/04) */
XXX-XXX-XXXX tel
XXX-XXX-XXXX fax
***@acegroup.com
www.acegroup.com
*** ** ***
Director, Client Solutions
April 4,
Attn: *** *** Dispute Resolution Specialist
Revdex.com case # : XXXXXXXX
RE:
*** ***, Claim # XXXXXXX
Dear Ms***
The following constitutes our response to Mr***'s complaint regarding a claim for benefits under the Visa Trip Delay BenefitThe cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with Visa
Every Visa cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter (attached)The Trip Delay Benefit in part states:
What is covered?
This coverage is supplemental to, and excess of, reimbursement of reasonable expenses provided by the Common Carrier or any other party, including applicable insuranceYou will be covered for the reasonable additional expenses, such as meals and lodging, which were necessarily incurred as the result of the delay incurred because of the Covered Hazards and which were not provided by the Common Carrier or any other party free of charge
What is not covered?
You will not be covered for any delay due to a Covered Hazard which was made public or known to you prior to the departure for the Covered TripPrepaid expenses are not covered
Mr*** indicated in his complaint that the flight was delayed the morning of scheduled departure (12/15/2013) due to a snow stormThe receipt submitted by Mr*** documents a trip that was booked and prepaid through LMT Club for a vacation in Cozumel for December 15, through December 21, The reason for the denial of the claim given to Mr*** should have included the explanation that prepaid expenses are not a covered benefitThe weather conditions that caused the delay were not the correct factor to apply to this claim and reason for denial
The benefit covers additional expenses incurred as a result of the delay, like meals purchased while delayed, or toiletries needed after checking luggageThe Trip Delay benefit is designed to reimburse the cardholder for additional expenses incurred as a result of the delayThis would not include any penalties or change fees from a prepaid resort stayIf there were additional expenses that would be covered under the benefit and were incurred as a result of this delay, Mr*** can submit those for considerationWhile we have reached out to discuss this with him, Mr*** has not returned our phone calls
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided
Sincerely,
Initial Business Response /* (1000, 5, 2015/02/13) */
Dear Mr***
Thank you for making Visa aware through the Revdex.com of the difficulties you experienced while attempting to use your Visa gift cardWe value your business and regret that we cannot directly help you with
this situationVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe customer service department you spoke with is a function of the financial institution that issued the card, and is not a part of Visa
As Visa is a separate company from the financial institution that issued your Visa gift card, we are not able to provide you with what you have requestedI would recommend that you continue to work with the financial institution that issued the Visa gift card
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa gift card you will be able to find a satisfactory resolution
Sincerely,
***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/03/13) */
Dear Revdex.com,
Visa is not ready to submit an official response as we are still conducting our investigation into any involvement Visa may or may not have had in this case as indicated in the complaint
Please allow
more time for us to complete our internal investigation
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa should be given an additional week to resolve the caseAs stated, if any further information is needed, I have no problem providing Visa with any documentation they find necessary; however this needs to be resolved immediately, as the negative balance of $has been posted on my account for over a monthThank you
Initial Business Response /* (1000, 14, 2014/03/13) */
Dear Mr***,
Thank you for bringing this case to our attentionWe value your business and are sorry to hear of the troubling situation you have found yourself inRegretfully, we are not able to assist you directly in this
matter
Visa Signature Purchase Security is an optional enhancement programIt is not included on every Visa Signature CardWhether or not it is included in the terms and conditions of your specific Visa Signature Card is determined by the Issuer; the bank that issued you the card
I would recommend that you contact your Issuer to find out if Purchase Security is offered on your cardIf it is, you would be able to file a claim directly through your Issuer since they are the entity that is offering the service to you
If Purchase Security is not offered for your card, you should still be able to dispute this charge through your Issuer and have them initiate a chargeback
While we appreciate you taking the time to inform Visa of this situation, we ask that you please work with your Issuer to find a resolution
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 16, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already verified that I do in fact have the coverageThe problem is the rules and stipulations are misleading and completely unreasonableA package was stolen from me and since I did not immediately file a police report my claim for coverage is deniedI had to make sure it was stolen before filing a police report and dealing with the post office isn't immediate especially on a SaturdayVisa sells their signature card as having these enhancements but when you go to use them the stipulations pretty much negate these so called enhancementsHow can a respectable company sell this enhancement when in reality it's nothing but a lieVisa would have me file a police report immediately before a second thought which is not a good practice
Final Business Response /* (4000, 18, 2014/03/24) */
Dear Mr***,
Thank you for your response to our letter dated March 13, As specified in our letter, Visa is not able to assist you directly with this matterThe Visa Signature Purchase Security service that you have taken issue with is a service that is being offered to you by your Card-issuing Bank (Issuer)If you have any questions or concerns regarding the terms and conditions of the Visa Signature Purchase Security, please reach out to your Issuer
If your claim does not fit within the terms and condition for the Purchase Security service, you may be able to dispute this charge through your Issuer, and have them initiate a chargeback
While we appreciate you taking the time to again inform Visa of this situation, we ask that you please work with your Issuer to find a resolution; as Visa is not able to assist you directly with this matter
Thank you
*** ***
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 20, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Visa,
I reached out to my card issuer US Bank and filed the dispute and they said it had to go through you anywaysWhen I originally contacted visa they made no mention of it going through my card issuer but the requirements for the purchase protection was both unfair and unreasonable for most situations convenientlyI was expected to have contacted the police immediately when I didn't receive my purchased item, which is unreasonable as personal investigation must be done before involving law enforcement in order to avoid a frivolous police reportI offered to file a report with the details but was told my claim would be denied because I didn't do so within hours (not reasonable for an online purchase)Visa still refuses to offer any help to a value visa card holder who simply ask for the purchase security visa so claims to offer
Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Mr***,
Thank you for alerting Visa through the Revdex.com to your concerns regarding the solicitation you received for a Visa card through Merrick BankUnfortunately, we are unable to assist you directly with
this matterVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
As Visa is a separate company form Merrick Bank, we were not connected to the unwanted solicitation that you receivedAlso, Visa does not have access to any of your accounts or personal information
I appreciate that you took the time to bring this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of Merrick Bank you will be able to find a satisfactory resolution
Sincerely,
***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 10, 2015/01/27) */
Dear *** ***,
Thank you for alerting us with your situation through the Revdex.com
We have thoroughly reviewed your inquiry and we sincerely apologize for the inconvenience you have experiencedThe Staples
promotion for the $USD discount off had an expiration date of January 31st 2015/while supply lastDue to the high demand for this discount the promotion was discontinued
If you require any additional assistance from Visa Checkout, please feel free to contact us at any time using the following email: ***@mail.checkout.visa.com
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 13, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no indication that the promotion was no longer valid during the checkout process, even after logging in to Visa! I also never received any email indicating the promotion was over and I receive email from you guys all the timeYou had me checkout using your service under pretensesYou left all of your potential customers in the dark instead of letting them know they would no longer be receiving the offerThis is completely unethical and a poor way to conduct your business strategyI am now ashamed to posses different VISA credit cards knowing that the company logo represents online advertising scams
Final Business Response /* (4000, 17, 2015/02/18) */
Dear*** ***,
We've received your inquiry regarding the Staples offer, and are sorry to hear you had a negative experienceSince this is a Staples offer, we are working with them to investigate the situation and either they or we will get back to you shortlyThank you for your patience while we look into this
If you require any additional assistance from Visa Checkout, please feel free to contact us at any time using the following email: ***@mail.checkout.visa.com
Thank you,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/16) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com concerning your Visa prepaid cardWe value your business and regret that we cannot directly help you with this situationVisa does not set up,
service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe customer service department you 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 financial institution that issued your Visa prepaid card, we do not have access to your account to make the changes you have requestedI would recommend that you contact the financial institution that issued your Visa prepaid card with your concerns
In your complaint to the Revdex.com, you mentioned a Visa credit card issued by TD Canada Trust that you also experienced difficulties withYou indicated that you have already been in contact with a Visa representative regarding this matterIn order for me to assist you any further, I would need you to provide me with the digit account number for that credit card, and the name and contact information of anyone at Visa that you have already been in communication with regarding this issue
I appreciate that you brought this matter to our attentionI hope that with the help of the financial institution that issued your Visa prepaid card you will be able to find a satisfactory resolution
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/05/27) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. I completely understand your frustrations regarding the automated phone calls you are receiving. Unfortunately, we are unable to...
assist you directly with this matter.
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
We are unable to determine who it is that may be identifying themselves as Visa, but I can assure you that the calls you are receiving are not coming from Visa directly. I am sorry that I cannot provide you with more insight on the source of these troubling phone calls you are receiving. My suggestion would be to block the phone numbers that are calling you and ignore these calls.
Thank you for taking the time to bring this matter to our attention. I would ask you to please allow the Revdex.com to close this case, as there is nothing further Visa can assist you with.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Mr. [redacted],
We are sorry that you did not receive the NFLShop.com $25 off + free shipping offer on Sunday October 25. Due to greater than expected demand, our limited number of promotional codes for this promotion were...
exhausted.
To show our appreciation of you as a customer, we are providing you with a $50 Visa Pre-Paid card that can be used wherever Visa is accepted.
Thank you,
Visa Checkout Customer Support Team
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Visa Checkout's Customer Support Team for their response, am satisfied with it, and consider this issue resolved.
Initial Business Response /* (1000, 5, 2014/09/23) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your situation regarding the rate assessed to your business. We value your business and regret to hear that Elavon did not provide you with satisfactory...
notification of an increase in your rate. Unfortunately, Visa cannot assist you directly with this matter.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients (called "acquirers") sign up merchants to accept Visa payment cards. These financial institutions independently determine the terms and conditions for their merchant relationships and handle any customer service matters relating to them.
Visa itself is not involved at the merchant level of payment card transactions; it does not sign up merchants to accept Visa payment cards, hold any merchant funds, or service a merchant's account. The merchant 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 Elavon, we do not set or assess the fees that your business pays for processing Visa transactions. This is a function of Elavon, as they are responsible for managing your merchant account and any refund to your account would come from them.
To that end, we do not feel that meeting with you in person would benefit any party involved, as Visa is not the appropriate entity to address your concerns. In the future, any inquiries of this nature should be directed toward Elavon. While we unfortunately cannot assist you directly, I hope that with the help of Elavon, you will be able to find a satisfactory resolution.
We hope this information proves helpful, and we thank you for accepting Visa.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/05/27) */
May 26, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 4/10/2015
Dear Ms. Al-Ghaffaar:
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the REI/US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
As indicated in Mr. [redacted]'s complaint, he submitted a claim for benefits for damage to his Ricoh camera after dropping it and shattering the LCD screen. As indicated in the guide to benefits under: What items are covered by Purchase Security?
What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
Mr. [redacted] indicated upon filing of his claim that he damaged his camera after dropping it approximately 15 feet. After filing a claim with Ricoh the manufacturer denied his claim stating that impact damage was excluded. As indicated above this is a named peril benefit and accidental damage is not one of the named perils. As a result, Mr. [redacted]'s claim is ineligible for coverage.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as none of that is listed on the US Bank site about this benefit.. Visa and US Bank can hide it in their TOS book all they want and not keep customers updated with real time changes on their websites. Either way, it sounds like Visa nor US Bank want to accept their poor advertising practices and for that I will be moving all my purchases to both Discover and AMEX..
It's their right to deny claims like this and I understand that.. It is also their right, I guess, to use poor advertising practices.. As seen in the screenshot I originally submitted, none of the perils above where listed on their site.. Because of this, I will be moving this complaint along to the state attorney generals office and my local consumer affairs board.
But its my right to use whatever card I would like and from now on VISA isn't going to be one of them..
Thank you to the Revdex.com for your help in this matter.
Final Business Response /* (4000, 14, 2015/06/04) */
As indicated in our previous response every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. The terms and conditions are clear as to what is covered under this benefit. Mr. [redacted] claim is ineligable beacuse the damage was not a result of one of the named perils listed in the guide to benefits. Our position on this matter has not changed
Initial Business Response /* (1000, 5, 2015/05/28) */
Dear Mr. [redacted],
Thank you for contacting Visa through the Revdex.com regarding the internet pharmacy www.northwestpharmacy.com. We appreciate that you took the time to ask us about this.
Visa is responsible to ensure...
that Visa cards are not offered as a payment method for anything that would violate federal or state laws. At present, our policy requires that any merchant, such as an internet pharmacy, be legally compliant in the jurisdiction it operates from and in the jurisdictions where it sells drugs to customers. Our research indicates that there are multiple internet pharmacies that fail to meet these criteria including the internet pharmacy www.northwestpharmacy.com. Due to the potential health and safety issues associated with this merchant they are not permitted to transact over the Visa Payment System. For additional information relating to safe online pharmacies please visit www.legitscript.com and www.safemedsonline.org.
I hope that this helps answer your question. Thank you again for contacting Visa.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
VISA claims that its action was done to protect consumers, but that is baloney. The people who buy at Northwest Pharmacy do not need any such protection. VISA claims to base its evaluation on ratings by LegitScript, but LegitScript gives "unapproved" ratings to all foreign pharmacies even if its investigations find nothing wrong with them. If VISA really wants to protect consumers from fraud, it should stop processing hundreds of millions of dollars of orders per year for worthless pills and weight-loss schemes marketed through infomercials.
Final Business Response /* (4000, 9, 2015/06/23) */
Dear [redacted],
In response to the rebuttal that you submitted to the Revdex.com, I would like to reiterate what was stated in my previous letter and what we discussed during our phone conversation. The Visa rule that prohibits merchants like www.northwestpharmacy.com from engaging in transaction over the Visa Payment System is in place in order to fulfil our obligation to ensure compliance with any and all applicable federal and local legislation and/or regulation. Visa does not enact rules or policies for the purpose of disadvantaging any merchants in favor of other merchants as you have insinuated.
As I acknowledged over the phone, Visa is not permitted to address the specifics of any legislation and/or regulation that is being sustained or the specifics of any potential violations that may occur if Visa were to permit this merchant to transact over our network. Due to the extremely sensitive legal and regulatory nature of this inquiry, Visa is unable to contend on this matter any further as we have communicated all that we are at liberty to discuss.
Visa would like to thank you for your understanding in this matter, and we appreciate that you took the time to bring it to our attention. I realize that this is not likely the resolution that you desired, but I can assure you that the information I have provided to you is accurate and is indeed the answer to your inquiry. We ask that you please allow the Revdex.com to close this case as Visa will now consider this matter resolved. Thank you.
Sincerely,
[redacted],
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed resolution. VISA say it is following unspecified "legislation and/or regulation" cannot be specific because the matter is too "sensitive." (In other words, "we have reasons but we won't give them to you.") I do not believe there is any legal reason why VISA cannot permit cardholders to use their cards to purchase from legitimate Canadian pharmacies. I suspect that VISA does not want to reveal the real reason behind its policy to prevent others from seeing that it is baseless and might violate antitrust laws. VISA representative told me that others have made the same complaint as I have.
Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Mr. [redacted]
Thank you for alerting Visa through the Revdex.com to your situation concerning the fees assessed to your Visa prepaid gift card. We value your business and regret that we cannot directly help you with...
this situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess or collect cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department that you spoke with is a function of the financial institution that issued the card and is not a part of Visa.
As Visa is a separate company from the financial institution that issued your Visa prepaid gift card, we do not set or collect any cardholder fees. This is done only by the financial institution that issued the Visa prepaid gift card. I would recommend that you continue to raise your concerns with them using the contact information located on the back of the card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa prepaid gift card you will be able to find a satisfactory resolution. Please allow the Revdex.com to close this complaint against Visa. Thank you.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 6, 2014/10/03) */
October 3, 2014
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 CSL Plasma 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.
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 contact the financial institution that issued the gift card. You can find their contact information on the back of the card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of 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, 8, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was charged 3 .25 cent fees for using my card at a gas station and once at Office Depot when I had the balance to cover it.
I want the .75 cents back they charged me in fees.
I called and told them it was wrong to charge me the fees and asked to have them credited back and was told no.
I then told them I'd be contacting the Revdex.com and they had no response.
Final Business Response /* (4000, 10, 2014/10/10) */
Dear [redacted],
Thank you for continuing to contact Visa through the Revdex.com. I am sorry to hear that the issuing bank is unwilling to provide you with the refund you have requested. However, as I stated in my previous letter to you dated October 3, Visa is a separate company from the issuing bank and does not set or enforce the terms and conditions for any issued card. Also, because Visa does not have access to your account, there is no way for us to provide you with the refund you have requested.
The only entity that can resolve this matter is the issuing bank, so you may wish to open a Revdex.com case against them instead of Visa. To that end, Visa considers this matter resolved since we are not in position to assist you further.
Please allow the Revdex.com to close this case as Visa will no longer contend on this issue.
Thank you,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/02/24) */
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. We can certainly understand...
your frustration and we are grateful that you took the time to let us know about your concern.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
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.
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 card.
As Visa is a separate company from the issuing bank, we do not issue cards or determine or enforce the terms and conditions for any issued cards. Also, we do not have access to your account 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.
We appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of the financial institution that issued your Vanilla Visa gift card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/12/22) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com regarding the difficulties you are experiencing with your Visa gift card. We value your business and regret to hear about your situation. ...
Unfortunately, we are unable to 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 department that you spoke with is a function of the financial institution that issued your Visa card, and not a part of Visa.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes that you have requested. I would recommend that you contact the financial institution that issued your Visa card with your concerns.
I appreciate that you took the time to bring this matter to our 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, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
Thank you for the response. Can you please provide the contact for the institution as they are not replying to my calls/faxes or preferably can you please reach out to them on my behalf?
If you are in licence with them I would think this is something you can do?
Thanks,
[redacted]
Final Business Response /* (4000, 9, 2015/12/31) */
Dear [redacted],
Thank you for the response that you submitted to the Revdex.com. Unfortunately, we do not have access to the contact information for the financial institution that issued your Visa card. There is typically a phone number on the back of the card that the cardholder can use to contact the cardholder services department for the issuing financial institution.
I hope with this information, you will be able to get in contact with the financial institution that issued your Visa card and find a satisfactory resolution to this matter. Thank you.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I have called, faxed and had no response. As it is a card using visa, can you please contact them? I am unsure why you would not be able to do so if it is card using visa. Seems unreasonable and uncooperative.
Please advise or provide alternative contact information for the Visa using institution.
Thanks
[redacted]
Initial Business Response /* (1000, 5, 2014/03/25) */
XXX-XXX-XXXX tel
XXX-XXX-XXXX fax
[redacted] C. [redacted]
Director, Client Solutions
March 25, 2014
Revdex.com case # XXXXXXXX
RE: [redacted]
Claim # XXXXXXXXXX
Dear Ms....
[redacted]
The following constitutes our response to Mr. [redacted]'s complaint regarding a claim for benefits under the Visa Extended Protection Program. 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 Visa.
Every Visa cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. The Extended Protection benefit in part states:
What items are covered by Extended Protection?
Extended Protection doubles the period of repair service up to a maximum of
one (1) year on many items of personal property which have a valid original
manufacturer's written U.S. warranty of three (3) years or less and which you
have purchased with your eligible U.S.-issued card or utilizing points earned on
your eligible accounts.
How do I file a claim?
Purchase Protection and Extended Protection
Call the Benefit Administrator for Purchase Protection or Extended Protection
within sixty (60) days of loss or damage. Please note: If you do not give
such notice within sixty (60) days after the loss or damage your claim
may be denied. The Benefit Administrator will ask you for some preliminary
claim information and send you the appropriate claim form. This claim
form must be completed, signed, and returned with all the requested
documentation within ninety (90) days from the date of loss or damage.
Gift recipients of eligible items may also handle the claim process if you wish.
However, the gift recipient must provide all of the documents necessary to fully
substantiate the claim.
For faster filing, or to learn more about Purchase Protection and
Extended Protection, go to www.visa.com/eclaims.
What documents do I need to submit with my claim?
Extended Protection
Your completed and signed claim form.
Your card receipt.
The itemized store receipt (If more than one method of payment was used,
documentation linking the purchase back to the covered account must
be included).
A copy of the original manufacturer's U.S. warranty and any other
applicable warranty.
March 25, 2014
[redacted]
Page two
A description and serial number of the item, and any other documentation
deemed necessary to substantiate your claim. This includes bills and, if
necessary, a copy of the maintenance record and receipts.
The original repair order.
All claims must be fully substantiated.
Mr. [redacted] indicated in his complaint that he was seeking coverage under the Warranty Manager Program offered through his Chase Visa Ink credit card. The laptop in question was purchased on 12/24/2012. The manufacturers warranty expired on 12/24/2013. The extended protection would be in effect until 12/24/2014. Mr. [redacted] indicated that there was an error message when trying to file online. We have checked the issue and found that the person filing the claim was trying to file a Purchase Security claim and not an Extended Protection claim. That was the reason for the error and delay in filing the claim.
Mr. [redacted] also stated that the claims representative would not discuss the claim with someone other than the cardholder. For security reasons the person listed on the credit card must file the claim or provide authorization for someone to handle the claim on their behalf. Mr. [redacted] indicated [redacted] their CEO, tried to discuss the claim indicating she is the primary card holder. The credit card number provided for this claim indicated she was not the primary cardholder. This account belongs to Mr. [redacted].
On 3/24/2014 the claims supervisor reached out to Mr. [redacted] and was able to file the claim under the correct benefit and account. The claim form has been mailed and will be reviewed once it is returned along with the required documentation.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided.
Sincerely,
[redacted] C. [redacted]
Director, Client Solutions
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is exactly the kind of incompetence I'm talking about. [redacted] is the master account holder for ALL the cards. It is linked to her social security number and no one else's. She has master control over the entire account and all the cards associated with it. Nobody has authority above her. The other cards are simply employee cards.
A warranty claim is not a "security issue" or a matter of personal information it's an excuse for them to avoid dealing with the claim.
Final Business Response /* (4000, 9, 2014/03/27) */
Dear Revdex.com,
Given that Mr. [redacted]'s rebuttal has not brought up any new proposed action steps or requests, and that his concerns were addressed in full with our previous response:
"On 3/24/2014 the claims supervisor reached out to Mr. [redacted] and was able to file the claim under the correct benefit and account. The claim form has been mailed and will be reviewed once it is returned along with the required documentation."
Visa considers this matter to be resolved. Please close this case.
Thank you.
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Mr. [redacted],
We are sorry that you did not receive the NFLShop.com $25 off + free shipping offer on Sunday October 25. Due to greater than expected demand, our limited number of promotional codes for this promotion were...
exhausted.
To show our appreciation of you as a customer, we are providing you with a $50 Visa Pre-Paid card that can be used wherever Visa is accepted.
Thank you,
Visa Checkout Customer Support Team
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ok, where is it. This acceptance is conditional upon receiving the gift card
Initial Business Response /* (1000, 5, 2015/05/20) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to your situation regarding a possible compromise of your Visa card account. We value your business and regret that we cannot directly help you...
with this situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account in order to provide you with the information you have requested. I would recommend that you continue to work with the financial institution that issued your Visa card, as they are the only entity that would have access to the information you are seeking.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/12/30) */
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. We can certainly understand...
your frustration and we are grateful that you took the time to let us know about your concern.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
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.
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 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 account 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.
We appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of the financial institution that issued your Vanilla Visa gift card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2015/01/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will contact the proper financial institution. Thank you.
Initial Business Response /* (1000, 5, 2014/04/04) */
XXX-XXX-XXXX tel
XXX-XXX-XXXX fax
***@acegroup.com
www.acegroup.com
*** ** ***
Director, Client Solutions
April 4,
Attn: *** *** Dispute Resolution Specialist
Revdex.com case # : XXXXXXXX
RE:
*** ***, Claim # XXXXXXX
Dear Ms***
The following constitutes our response to Mr***'s complaint regarding a claim for benefits under the Visa Trip Delay BenefitThe cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with Visa
Every Visa cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter (attached)The Trip Delay Benefit in part states:
What is covered?
This coverage is supplemental to, and excess of, reimbursement of reasonable expenses provided by the Common Carrier or any other party, including applicable insuranceYou will be covered for the reasonable additional expenses, such as meals and lodging, which were necessarily incurred as the result of the delay incurred because of the Covered Hazards and which were not provided by the Common Carrier or any other party free of charge
What is not covered?
You will not be covered for any delay due to a Covered Hazard which was made public or known to you prior to the departure for the Covered TripPrepaid expenses are not covered
Mr*** indicated in his complaint that the flight was delayed the morning of scheduled departure (12/15/2013) due to a snow stormThe receipt submitted by Mr*** documents a trip that was booked and prepaid through LMT Club for a vacation in Cozumel for December 15, through December 21, The reason for the denial of the claim given to Mr*** should have included the explanation that prepaid expenses are not a covered benefitThe weather conditions that caused the delay were not the correct factor to apply to this claim and reason for denial
The benefit covers additional expenses incurred as a result of the delay, like meals purchased while delayed, or toiletries needed after checking luggageThe Trip Delay benefit is designed to reimburse the cardholder for additional expenses incurred as a result of the delayThis would not include any penalties or change fees from a prepaid resort stayIf there were additional expenses that would be covered under the benefit and were incurred as a result of this delay, Mr*** can submit those for considerationWhile we have reached out to discuss this with him, Mr*** has not returned our phone calls
Thank you for your consideration in this matterIf you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided
Sincerely,
Initial Business Response /* (1000, 5, 2015/02/13) */
Dear Mr***
Thank you for making Visa aware through the Revdex.com of the difficulties you experienced while attempting to use your Visa gift cardWe value your business and regret that we cannot directly help you with
this situationVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe customer service department you spoke with is a function of the financial institution that issued the card, and is not a part of Visa
As Visa is a separate company from the financial institution that issued your Visa gift card, we are not able to provide you with what you have requestedI would recommend that you continue to work with the financial institution that issued the Visa gift card
I appreciate that you brought this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa gift card you will be able to find a satisfactory resolution
Sincerely,
***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/03/13) */
Dear Revdex.com,
Visa is not ready to submit an official response as we are still conducting our investigation into any involvement Visa may or may not have had in this case as indicated in the complaint
Please allow
more time for us to complete our internal investigation
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Visa should be given an additional week to resolve the caseAs stated, if any further information is needed, I have no problem providing Visa with any documentation they find necessary; however this needs to be resolved immediately, as the negative balance of $has been posted on my account for over a monthThank you
Initial Business Response /* (1000, 14, 2014/03/13) */
Dear Mr***,
Thank you for bringing this case to our attentionWe value your business and are sorry to hear of the troubling situation you have found yourself inRegretfully, we are not able to assist you directly in this
matter
Visa Signature Purchase Security is an optional enhancement programIt is not included on every Visa Signature CardWhether or not it is included in the terms and conditions of your specific Visa Signature Card is determined by the Issuer; the bank that issued you the card
I would recommend that you contact your Issuer to find out if Purchase Security is offered on your cardIf it is, you would be able to file a claim directly through your Issuer since they are the entity that is offering the service to you
If Purchase Security is not offered for your card, you should still be able to dispute this charge through your Issuer and have them initiate a chargeback
While we appreciate you taking the time to inform Visa of this situation, we ask that you please work with your Issuer to find a resolution
Thank you
*** ***
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 16, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already verified that I do in fact have the coverageThe problem is the rules and stipulations are misleading and completely unreasonableA package was stolen from me and since I did not immediately file a police report my claim for coverage is deniedI had to make sure it was stolen before filing a police report and dealing with the post office isn't immediate especially on a SaturdayVisa sells their signature card as having these enhancements but when you go to use them the stipulations pretty much negate these so called enhancementsHow can a respectable company sell this enhancement when in reality it's nothing but a lieVisa would have me file a police report immediately before a second thought which is not a good practice
Final Business Response /* (4000, 18, 2014/03/24) */
Dear Mr***,
Thank you for your response to our letter dated March 13, As specified in our letter, Visa is not able to assist you directly with this matterThe Visa Signature Purchase Security service that you have taken issue with is a service that is being offered to you by your Card-issuing Bank (Issuer)If you have any questions or concerns regarding the terms and conditions of the Visa Signature Purchase Security, please reach out to your Issuer
If your claim does not fit within the terms and condition for the Purchase Security service, you may be able to dispute this charge through your Issuer, and have them initiate a chargeback
While we appreciate you taking the time to again inform Visa of this situation, we ask that you please work with your Issuer to find a resolution; as Visa is not able to assist you directly with this matter
Thank you
*** ***
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 20, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Visa,
I reached out to my card issuer US Bank and filed the dispute and they said it had to go through you anywaysWhen I originally contacted visa they made no mention of it going through my card issuer but the requirements for the purchase protection was both unfair and unreasonable for most situations convenientlyI was expected to have contacted the police immediately when I didn't receive my purchased item, which is unreasonable as personal investigation must be done before involving law enforcement in order to avoid a frivolous police reportI offered to file a report with the details but was told my claim would be denied because I didn't do so within hours (not reasonable for an online purchase)Visa still refuses to offer any help to a value visa card holder who simply ask for the purchase security visa so claims to offer
Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Mr***,
Thank you for alerting Visa through the Revdex.com to your concerns regarding the solicitation you received for a Visa card through Merrick BankUnfortunately, we are unable to assist you directly with
this matterVisa does not set up, service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" section
As Visa is a separate company form Merrick Bank, we were not connected to the unwanted solicitation that you receivedAlso, Visa does not have access to any of your accounts or personal information
I appreciate that you took the time to bring this matter to our attentionWhile we unfortunately cannot assist you directly, I hope that with the help of Merrick Bank you will be able to find a satisfactory resolution
Sincerely,
***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 10, 2015/01/27) */
Dear *** ***,
Thank you for alerting us with your situation through the Revdex.com
We have thoroughly reviewed your inquiry and we sincerely apologize for the inconvenience you have experiencedThe Staples
promotion for the $USD discount off had an expiration date of January 31st 2015/while supply lastDue to the high demand for this discount the promotion was discontinued
If you require any additional assistance from Visa Checkout, please feel free to contact us at any time using the following email: ***@mail.checkout.visa.com
Sincerely,
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 13, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no indication that the promotion was no longer valid during the checkout process, even after logging in to Visa! I also never received any email indicating the promotion was over and I receive email from you guys all the timeYou had me checkout using your service under pretensesYou left all of your potential customers in the dark instead of letting them know they would no longer be receiving the offerThis is completely unethical and a poor way to conduct your business strategyI am now ashamed to posses different VISA credit cards knowing that the company logo represents online advertising scams
Final Business Response /* (4000, 17, 2015/02/18) */
Dear*** ***,
We've received your inquiry regarding the Staples offer, and are sorry to hear you had a negative experienceSince this is a Staples offer, we are working with them to investigate the situation and either they or we will get back to you shortlyThank you for your patience while we look into this
If you require any additional assistance from Visa Checkout, please feel free to contact us at any time using the following email: ***@mail.checkout.visa.com
Thank you,
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/10/16) */
Dear Mr***,
Thank you for contacting Visa through the Revdex.com concerning your Visa prepaid cardWe value your business and regret that we cannot directly help you with this situationVisa does not set up,
service, or have access to cardholder accountsThis is done through our client financial institutions (the banks)Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial paymentsSome of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operationsVisa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest ratesThe cardholder relationships belong exclusively to Visa's financial institution clients and are managed by themMore information is available on our website, www.visa.com, in the "About Visa" sectionThe customer service department you 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 financial institution that issued your Visa prepaid card, we do not have access to your account to make the changes you have requestedI would recommend that you contact the financial institution that issued your Visa prepaid card with your concerns
In your complaint to the Revdex.com, you mentioned a Visa credit card issued by TD Canada Trust that you also experienced difficulties withYou indicated that you have already been in contact with a Visa representative regarding this matterIn order for me to assist you any further, I would need you to provide me with the digit account number for that credit card, and the name and contact information of anyone at Visa that you have already been in communication with regarding this issue
I appreciate that you brought this matter to our attentionI hope that with the help of the financial institution that issued your Visa prepaid card you will be able to find a satisfactory resolution
Sincerely,
*** ***
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/05/27) */
Dear [redacted],
Thank you for alerting Visa to your situation through the Revdex.com. I completely understand your frustrations regarding the automated phone calls you are receiving. Unfortunately, we are unable to...
assist you directly with this matter.
Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
We are unable to determine who it is that may be identifying themselves as Visa, but I can assure you that the calls you are receiving are not coming from Visa directly. I am sorry that I cannot provide you with more insight on the source of these troubling phone calls you are receiving. My suggestion would be to block the phone numbers that are calling you and ignore these calls.
Thank you for taking the time to bring this matter to our attention. I would ask you to please allow the Revdex.com to close this case, as there is nothing further Visa can assist you with.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Mr. [redacted],
We are sorry that you did not receive the NFLShop.com $25 off + free shipping offer on Sunday October 25. Due to greater than expected demand, our limited number of promotional codes for this promotion were...
exhausted.
To show our appreciation of you as a customer, we are providing you with a $50 Visa Pre-Paid card that can be used wherever Visa is accepted.
Thank you,
Visa Checkout Customer Support Team
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Visa Checkout's Customer Support Team for their response, am satisfied with it, and consider this issue resolved.
Initial Business Response /* (1000, 5, 2014/09/23) */
Dear Mr. [redacted],
Thank you for alerting Visa through the Revdex.com to your situation regarding the rate assessed to your business. We value your business and regret to hear that Elavon did not provide you with satisfactory...
notification of an increase in your rate. Unfortunately, Visa cannot assist you directly with this matter.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients (called "acquirers") sign up merchants to accept Visa payment cards. These financial institutions independently determine the terms and conditions for their merchant relationships and handle any customer service matters relating to them.
Visa itself is not involved at the merchant level of payment card transactions; it does not sign up merchants to accept Visa payment cards, hold any merchant funds, or service a merchant's account. The merchant 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 Elavon, we do not set or assess the fees that your business pays for processing Visa transactions. This is a function of Elavon, as they are responsible for managing your merchant account and any refund to your account would come from them.
To that end, we do not feel that meeting with you in person would benefit any party involved, as Visa is not the appropriate entity to address your concerns. In the future, any inquiries of this nature should be directed toward Elavon. While we unfortunately cannot assist you directly, I hope that with the help of Elavon, you will be able to find a satisfactory resolution.
We hope this information proves helpful, and we thank you for accepting Visa.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 8, 2015/05/27) */
May 26, 2015
Attn: [redacted] Dispute Resolution Specialist
Revdex.com Case #: XXXXXXXX
RE: [redacted]
Claim #: XXXXXXXXXX
Date of Loss: 4/10/2015
Dear Ms. Al-Ghaffaar:
The following constitutes our response to...
Mr. [redacted]'s complaint regarding a claim for benefits under the REI/US Bank Purchase Protection Benefit. The cardholder does not purchase a policy of insurance but is instead provided this coverage as a benefit at no additional cost, resulting from the cardholder's relationship with US Bank.
Every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter.
As indicated in Mr. [redacted]'s complaint, he submitted a claim for benefits for damage to his Ricoh camera after dropping it and shattering the LCD screen. As indicated in the guide to benefits under: What items are covered by Purchase Security?
What items are covered by Purchase Security?
Your eligible purchases are protected against damage due to the following: Fire, smoke, explosion, riot, or vandalism. Windstorm, lightning, hail, rain, sleet, or snow. Aircraft, spacecraft, or other vehicles. Theft (except from autos or motorized vehicles). Accidental discharge of water or steam from household plumbing. Sudden accidental damage from electric current. (This benefit does not apply to electronic components.)
Mr. [redacted] indicated upon filing of his claim that he damaged his camera after dropping it approximately 15 feet. After filing a claim with Ricoh the manufacturer denied his claim stating that impact damage was excluded. As indicated above this is a named peril benefit and accidental damage is not one of the named perils. As a result, Mr. [redacted]'s claim is ineligible for coverage.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the number or e-mail provided above.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as none of that is listed on the US Bank site about this benefit.. Visa and US Bank can hide it in their TOS book all they want and not keep customers updated with real time changes on their websites. Either way, it sounds like Visa nor US Bank want to accept their poor advertising practices and for that I will be moving all my purchases to both Discover and AMEX..
It's their right to deny claims like this and I understand that.. It is also their right, I guess, to use poor advertising practices.. As seen in the screenshot I originally submitted, none of the perils above where listed on their site.. Because of this, I will be moving this complaint along to the state attorney generals office and my local consumer affairs board.
But its my right to use whatever card I would like and from now on VISA isn't going to be one of them..
Thank you to the Revdex.com for your help in this matter.
Final Business Response /* (4000, 14, 2015/06/04) */
As indicated in our previous response every US Bank cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. The terms and conditions are clear as to what is covered under this benefit. Mr. [redacted] claim is ineligable beacuse the damage was not a result of one of the named perils listed in the guide to benefits. Our position on this matter has not changed
Initial Business Response /* (1000, 5, 2015/05/28) */
Dear Mr. [redacted],
Thank you for contacting Visa through the Revdex.com regarding the internet pharmacy www.northwestpharmacy.com. We appreciate that you took the time to ask us about this.
Visa is responsible to ensure...
that Visa cards are not offered as a payment method for anything that would violate federal or state laws. At present, our policy requires that any merchant, such as an internet pharmacy, be legally compliant in the jurisdiction it operates from and in the jurisdictions where it sells drugs to customers. Our research indicates that there are multiple internet pharmacies that fail to meet these criteria including the internet pharmacy www.northwestpharmacy.com. Due to the potential health and safety issues associated with this merchant they are not permitted to transact over the Visa Payment System. For additional information relating to safe online pharmacies please visit www.legitscript.com and www.safemedsonline.org.
I hope that this helps answer your question. Thank you again for contacting Visa.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
VISA claims that its action was done to protect consumers, but that is baloney. The people who buy at Northwest Pharmacy do not need any such protection. VISA claims to base its evaluation on ratings by LegitScript, but LegitScript gives "unapproved" ratings to all foreign pharmacies even if its investigations find nothing wrong with them. If VISA really wants to protect consumers from fraud, it should stop processing hundreds of millions of dollars of orders per year for worthless pills and weight-loss schemes marketed through infomercials.
Final Business Response /* (4000, 9, 2015/06/23) */
Dear [redacted],
In response to the rebuttal that you submitted to the Revdex.com, I would like to reiterate what was stated in my previous letter and what we discussed during our phone conversation. The Visa rule that prohibits merchants like www.northwestpharmacy.com from engaging in transaction over the Visa Payment System is in place in order to fulfil our obligation to ensure compliance with any and all applicable federal and local legislation and/or regulation. Visa does not enact rules or policies for the purpose of disadvantaging any merchants in favor of other merchants as you have insinuated.
As I acknowledged over the phone, Visa is not permitted to address the specifics of any legislation and/or regulation that is being sustained or the specifics of any potential violations that may occur if Visa were to permit this merchant to transact over our network. Due to the extremely sensitive legal and regulatory nature of this inquiry, Visa is unable to contend on this matter any further as we have communicated all that we are at liberty to discuss.
Visa would like to thank you for your understanding in this matter, and we appreciate that you took the time to bring it to our attention. I realize that this is not likely the resolution that you desired, but I can assure you that the information I have provided to you is accurate and is indeed the answer to your inquiry. We ask that you please allow the Revdex.com to close this case as Visa will now consider this matter resolved. Thank you.
Sincerely,
[redacted],
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed resolution. VISA say it is following unspecified "legislation and/or regulation" cannot be specific because the matter is too "sensitive." (In other words, "we have reasons but we won't give them to you.") I do not believe there is any legal reason why VISA cannot permit cardholders to use their cards to purchase from legitimate Canadian pharmacies. I suspect that VISA does not want to reveal the real reason behind its policy to prevent others from seeing that it is baseless and might violate antitrust laws. VISA representative told me that others have made the same complaint as I have.
Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Mr. [redacted]
Thank you for alerting Visa through the Revdex.com to your situation concerning the fees assessed to your Visa prepaid gift card. We value your business and regret that we cannot directly help you with...
this situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess or collect cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section. The customer service department that you spoke with is a function of the financial institution that issued the card and is not a part of Visa.
As Visa is a separate company from the financial institution that issued your Visa prepaid gift card, we do not set or collect any cardholder fees. This is done only by the financial institution that issued the Visa prepaid gift card. I would recommend that you continue to raise your concerns with them using the contact information located on the back of the card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa prepaid gift card you will be able to find a satisfactory resolution. Please allow the Revdex.com to close this complaint against Visa. Thank you.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 6, 2014/10/03) */
October 3, 2014
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 CSL Plasma 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.
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 contact the financial institution that issued the gift card. You can find their contact information on the back of the card.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of 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, 8, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was charged 3 .25 cent fees for using my card at a gas station and once at Office Depot when I had the balance to cover it.
I want the .75 cents back they charged me in fees.
I called and told them it was wrong to charge me the fees and asked to have them credited back and was told no.
I then told them I'd be contacting the Revdex.com and they had no response.
Final Business Response /* (4000, 10, 2014/10/10) */
Dear [redacted],
Thank you for continuing to contact Visa through the Revdex.com. I am sorry to hear that the issuing bank is unwilling to provide you with the refund you have requested. However, as I stated in my previous letter to you dated October 3, Visa is a separate company from the issuing bank and does not set or enforce the terms and conditions for any issued card. Also, because Visa does not have access to your account, there is no way for us to provide you with the refund you have requested.
The only entity that can resolve this matter is the issuing bank, so you may wish to open a Revdex.com case against them instead of Visa. To that end, Visa considers this matter resolved since we are not in position to assist you further.
Please allow the Revdex.com to close this case as Visa will no longer contend on this issue.
Thank you,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/02/24) */
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. We can certainly understand...
your frustration and we are grateful that you took the time to let us know about your concern.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
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.
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 card.
As Visa is a separate company from the issuing bank, we do not issue cards or determine or enforce the terms and conditions for any issued cards. Also, we do not have access to your account 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.
We appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of the financial institution that issued your Vanilla Visa gift card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/12/22) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com regarding the difficulties you are experiencing with your Visa gift card. We value your business and regret to hear about your situation. ...
Unfortunately, we are unable to 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 department that you spoke with is a function of the financial institution that issued your Visa card, and not a part of Visa.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account to make the changes that you have requested. I would recommend that you contact the financial institution that issued your Visa card with your concerns.
I appreciate that you took the time to bring this matter to our 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, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
Thank you for the response. Can you please provide the contact for the institution as they are not replying to my calls/faxes or preferably can you please reach out to them on my behalf?
If you are in licence with them I would think this is something you can do?
Thanks,
[redacted]
Final Business Response /* (4000, 9, 2015/12/31) */
Dear [redacted],
Thank you for the response that you submitted to the Revdex.com. Unfortunately, we do not have access to the contact information for the financial institution that issued your Visa card. There is typically a phone number on the back of the card that the cardholder can use to contact the cardholder services department for the issuing financial institution.
I hope with this information, you will be able to get in contact with the financial institution that issued your Visa card and find a satisfactory resolution to this matter. Thank you.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Final Consumer Response /* (4200, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I have called, faxed and had no response. As it is a card using visa, can you please contact them? I am unsure why you would not be able to do so if it is card using visa. Seems unreasonable and uncooperative.
Please advise or provide alternative contact information for the Visa using institution.
Thanks
[redacted]
Initial Business Response /* (1000, 5, 2014/03/25) */
XXX-XXX-XXXX tel
XXX-XXX-XXXX fax
[redacted] C. [redacted]
Director, Client Solutions
March 25, 2014
Revdex.com case # XXXXXXXX
RE: [redacted]
Claim # XXXXXXXXXX
Dear Ms....
[redacted]
The following constitutes our response to Mr. [redacted]'s complaint regarding a claim for benefits under the Visa Extended Protection Program. 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 Visa.
Every Visa cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. The Extended Protection benefit in part states:
What items are covered by Extended Protection?
Extended Protection doubles the period of repair service up to a maximum of
one (1) year on many items of personal property which have a valid original
manufacturer's written U.S. warranty of three (3) years or less and which you
have purchased with your eligible U.S.-issued card or utilizing points earned on
your eligible accounts.
How do I file a claim?
Purchase Protection and Extended Protection
Call the Benefit Administrator for Purchase Protection or Extended Protection
within sixty (60) days of loss or damage. Please note: If you do not give
such notice within sixty (60) days after the loss or damage your claim
may be denied. The Benefit Administrator will ask you for some preliminary
claim information and send you the appropriate claim form. This claim
form must be completed, signed, and returned with all the requested
documentation within ninety (90) days from the date of loss or damage.
Gift recipients of eligible items may also handle the claim process if you wish.
However, the gift recipient must provide all of the documents necessary to fully
substantiate the claim.
For faster filing, or to learn more about Purchase Protection and
Extended Protection, go to www.visa.com/eclaims.
What documents do I need to submit with my claim?
Extended Protection
Your completed and signed claim form.
Your card receipt.
The itemized store receipt (If more than one method of payment was used,
documentation linking the purchase back to the covered account must
be included).
A copy of the original manufacturer's U.S. warranty and any other
applicable warranty.
March 25, 2014
[redacted]
Page two
A description and serial number of the item, and any other documentation
deemed necessary to substantiate your claim. This includes bills and, if
necessary, a copy of the maintenance record and receipts.
The original repair order.
All claims must be fully substantiated.
Mr. [redacted] indicated in his complaint that he was seeking coverage under the Warranty Manager Program offered through his Chase Visa Ink credit card. The laptop in question was purchased on 12/24/2012. The manufacturers warranty expired on 12/24/2013. The extended protection would be in effect until 12/24/2014. Mr. [redacted] indicated that there was an error message when trying to file online. We have checked the issue and found that the person filing the claim was trying to file a Purchase Security claim and not an Extended Protection claim. That was the reason for the error and delay in filing the claim.
Mr. [redacted] also stated that the claims representative would not discuss the claim with someone other than the cardholder. For security reasons the person listed on the credit card must file the claim or provide authorization for someone to handle the claim on their behalf. Mr. [redacted] indicated [redacted] their CEO, tried to discuss the claim indicating she is the primary card holder. The credit card number provided for this claim indicated she was not the primary cardholder. This account belongs to Mr. [redacted].
On 3/24/2014 the claims supervisor reached out to Mr. [redacted] and was able to file the claim under the correct benefit and account. The claim form has been mailed and will be reviewed once it is returned along with the required documentation.
Thank you for your consideration in this matter. If you should require any additional information, please do not hesitate to contact me directly at the telephone number or e-mail provided.
Sincerely,
[redacted] C. [redacted]
Director, Client Solutions
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is exactly the kind of incompetence I'm talking about. [redacted] is the master account holder for ALL the cards. It is linked to her social security number and no one else's. She has master control over the entire account and all the cards associated with it. Nobody has authority above her. The other cards are simply employee cards.
A warranty claim is not a "security issue" or a matter of personal information it's an excuse for them to avoid dealing with the claim.
Final Business Response /* (4000, 9, 2014/03/27) */
Dear Revdex.com,
Given that Mr. [redacted]'s rebuttal has not brought up any new proposed action steps or requests, and that his concerns were addressed in full with our previous response:
"On 3/24/2014 the claims supervisor reached out to Mr. [redacted] and was able to file the claim under the correct benefit and account. The claim form has been mailed and will be reviewed once it is returned along with the required documentation."
Visa considers this matter to be resolved. Please close this case.
Thank you.
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Mr. [redacted],
We are sorry that you did not receive the NFLShop.com $25 off + free shipping offer on Sunday October 25. Due to greater than expected demand, our limited number of promotional codes for this promotion were...
exhausted.
To show our appreciation of you as a customer, we are providing you with a $50 Visa Pre-Paid card that can be used wherever Visa is accepted.
Thank you,
Visa Checkout Customer Support Team
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ok, where is it. This acceptance is conditional upon receiving the gift card
Initial Business Response /* (1000, 5, 2015/05/20) */
Dear [redacted],
Thank you for alerting Visa through the Revdex.com to your situation regarding a possible compromise of your Visa card account. We value your business and regret that we cannot directly help you...
with this situation. Visa does not set up, service, or have access to cardholder accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards, authorizing or declining transactions, how it manages statements, etc.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial payments. Some of Visa's financial institution clients issue payment cards to their cardholder customers under license from Visa which allows them to use our brand and trademarks in conjunction with their own.
These financial institutions independently establish policies to manage the terms and conditions of credit extensions, the interest rates and fees to charge cardholders, the settlement of bills, and other operations. Visa itself is not involved at the consumer level of payment card transactions; it does not issue cards, service cardholder accounts, assess cardholder fees, make loans to cardholders, or set interest rates. The cardholder relationships belong exclusively to Visa's financial institution clients and are managed by them. More information is available on our website, www.visa.com, in the "About Visa" section.
As Visa is a separate company from the financial institution that issued your Visa card, we do not have access to your account in order to provide you with the information you have requested. I would recommend that you continue to work with the financial institution that issued your Visa card, as they are the only entity that would have access to the information you are seeking.
I appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, I hope that with the help of the financial institution that issued your Visa card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Business Response /* (1000, 5, 2014/12/30) */
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. We can certainly understand...
your frustration and we are grateful that you took the time to let us know about your concern.
By way of background, Visa processes electronic payment transactions on its secure, global processing network and provides its financial institution clients with a broad range of platforms for consumer credit, debit, prepaid and commercial 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.
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.
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 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 account 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.
We appreciate that you brought this matter to our attention. While we unfortunately cannot assist you directly, we hope that with the help of the financial institution that issued your Vanilla Visa gift card you will be able to find a satisfactory resolution.
Sincerely,
[redacted]
Visa Executive Inquiries Office
Initial Consumer Rebuttal /* (2000, 7, 2015/01/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will contact the proper financial institution. Thank you.