I can't take credit for 12.3, the FT collective told me what to do. :-) Because it is a dispute on a consumer card, they should credit you back immediately, then investigate if they want to (which is why I sent the secure message as well). I got the credit and never heard from anyone beyond the secure message rep saying something like the issue had been resolved or closed, something like that. Please post the language and steps you use so we have a recent template to follow.