Originally Posted by
Nick92
I think I understand the blank piece of paper part. I have noticed that issuers don't seem to actually review the merchant response and ime just temporarily close out the dispute based on the fact the merchant responded. However the letter always says if you disagree and want to continue disputing, take these steps. I don't think they have the resources to review every document and just have an automated process until you re-open the claim and then it gets assigned to someone. I have always gotten a letter with the reps name and number.
When I first opened the case I called and asked for a specialist to be assigned because I knew it was a complicated case. I was told I was assigned one. I submitted all my info via email and Certified mail to cover myself. But apparently they didn't follow through. And you're correct they automate it and then gave me the opportunity to re-open but it shouldn't be like that. I called explained and sent all the info so their should have been and investigation period. Not only that but CITI gives the Merchant 90 DAYS! Visa only gives 30 days Amex says 6 weeks but usually faster. Citi 90 and they don't even investigate! yes great I'm doing a second chargeback but know it's another 90 DAYS because instead of investigating claims they cut corners to make it easy on themselves. So now I have to be in this limbo for 6 months.
I agree with everyone else from now on Amex all the way with them I opened and the merchant did respond they just asked me for some more info and boom done closed in my favor right in their 6 weeks timeline done.
CITI DISPUTES crazy!! Not customer friendly at all.