Disputing a charge?
 

What's the process like?

I've only had to dispute two charges in my life; one with a BoA Visa and one with an Amex. Both timesit was a simple procedure. The funds were instantly credited back to my account; I had to sign a letter that was mailed to my address and received notification in writing weeks later that the reversal was final and the case closed.

I unfortunately just had to dispute a charge of $149.99 through Chase and I'm a bit frustrated with the results. They have to mail out a form which they won't do for a full week?? For some reason I have to wait 7 business days until they even mail it out. Then I need to sign and return it. Then they conduct some sort of investigation. This seems like pretty bogus coverage for a minor amount. It's not like I'm disputing 10k. I've never gone through a process like this but I don't understand why they make it as drawn out and inconvenient for cardholders as possible. When Bank of America is doing things more efficiently then you know there's a problem...

What's been your experience?

I have never disputed a large charge, but it frustrates me when banks simply give you a credit and move on rather than investigating properly, even for a small amount. For one thing, it is sending the wrong message to crooks... "steal a little and we'll let you get away with it". Secondly, you are paying for the fraud one way or another, through your annual fee, interest charges for those who pay them (yes, some people pay those), or through the merchant swipe fees that are included in the cost of your products.

With that said, the only charge I ever disputed was under $10, and my small community bank gave me a credit over the phone with no further hassles.

I disagree; investigating is fine and I have no qualms about that at all. I encourage it, in fact. Personal coverage and insurance protection however, is more important because a client (cardholder) should be valued above a merchant always. The one ocassion that I had a dispute with Amex, it was resolved within 5 minutes over the phone. Even Bank of America's policies favored their client. A good credit card company should support it's cardholders and make them feel that their funds are secured. The fact that I have to wait a full week before they even mail out the documents which would formally open the investigation, is backwards. I wouldn't have expected this level of service (or lack thereof) from a premium card like the CSP. I would've thought that Chase held it's clients to a higher value.

A week does seem a bit on the high side, but that's probably just how big businesses operate, and not any indication that they aren't taking your claim seriously. If you can't afford to front the money for a few weeks, then I'd suggest asking them for a temporary credit.

Also remember that merchants are also clients of banks, and in many cases are more profitable than cardholders.

Oh I could afford it, I just found it odd for a premium card as it stands in contrast with my past service experiences with other card providers. If anything, the fact that fixed annual fees, possible interest charges, and other costs associated with being a cardmember are directed towards paying insurance coverage claims and unauthorized charges, I would have expected more immediate and reassuring action on Chase's part as a measure of good will and support. If after their investigation, they felt the claim undeserving, they could reverse the decision, however as a cardholder the protection and support of the provider is most important. I understand that companies and merchants are clients too, but in this particular case, they are not the ones making the claim. Clients should not be held to different standards based on their level of business; each customer should be treated equally and held to the same standard. Were it a merchant filing a claim against myself for whatever reason, I would feel the same way. In this case, the particular merchant is based in India or Asia (I'm not entirely certain) and has no relationship with Chase. It would have been reassuring to have felt that I had the backing and support of Chase when I got off the phone with them, instead of the underlying sense of bureaucracy and red tape that seems subject to this procedure. My wife informed me of a similar dealing with the organization that she works for - a small Oakland based educational non-profit. They were subject to mail fraud weeks ago wherein somebody stole and deposited a bunch of checks in their name. They have yet to be recompensated and the money has still not been credited to their account after almost a full month. This imo, is unacceptable and reason enough for me to consider switching to a different program out of concern for the level of support and protection that Chase provides their customers.

Chase is generally overnight at worst. You complete the webform, you get an acknowledgement immediately and a temporary credit overnight. If it's a smallish amount, the credit is permanent and the matter closed on the spot. If it's larger, they go through the process with the merchant.

Asking for a written document suggests that there is some fraud warning tripped. Is there anything odd about the dispute?

It seems fairly straightforward.

I ordered a custom pair of pants, made to measure. I informed the unnamed company of a tight deadline due to upcoming travel plans and they assured that it would not be a problem.

I received the order and it was a complete joke. They didn't follow any of the measurements at all.

Not a single measurement from the front rise, back rise, tighs, knees, hem, etc were reflective of the specs that I provided with the order. Hardly MTM.

In addition I not only requested a specific lining but I also detailed exactly what I DIDN'T want, to avoid any confusion. Sure enough, they ignored this and sewed in a hideous brightly colored patterned lining that I specifically warned against. It almost seemed like a bait & switch.

Nothing about the order was MTM and if they consider it such, they should hire a tailor who can actually follow measurements accurately.

Anyhow, I contacted the unnamed company and let them know of the problems. I even sent photos with a tailor's tape detailing how off they were in every possible respect.

They refused to acknowledge or accept any responsibility; offered no apology and asked me to return them for "adjustment".

I told them I would be glad to return for a full refund but that I'm not interested in adjustments; you cannot alter a pair of trousers when the rise is too short by 2 full inches. Furthermore, I'm leaving for a honeymoon in several weeks and explicitly warned them of this deadline and even suggested that I wait to order if it seems too tight to fill. They assured me it would be no problem.

At this point, it's not only too late for alterations as I don't have the time to send them back and wait for them to be remade, but I have zero faith that their tailor is competent enough to make them properly. What I received was botched so bad that it didn't reflect in any remote way the article that I had ordered. It was a complete joke.

I used my CSP through PayPal and filed a double claim through PP as well.

The company has been blackmailing me to close all disputes or they won't reconcile. They're unprofessional, rude, belligerent... I've reported all of this to Chase and to PayPal, even copying them on the email communications.

The company refuses to provide a direct contact telephone number on top of all this.

Luckily the transaction is only $149 so no big deal but I would have still expected a more supportive response from Chase. The "we'll mail you a claim form in 7 days" line is unsettling.

That'll make things more complicated...

The company will state that they requested that you return the merchandise so they could verify the error. They did not say what the "adjustment" would be. It could be a 100% credit. At the present time you do not know.

If I were in your shoes, I would send the item back and explain the issue and the time constraints that you had originally identified in your order. If you don't do this, the CC company may side with the merchant because they made a good faith attempt to remedy the situation.

You need to send the item back,
You also need to give them time to make it right.
You placed the order, and they delivered.
Every business tries to give good service,
Chase will allow you to put the payment in limbo,
Next time give the merchant extra time for a custom, order.

Strange how a business man can put a million dollars in a company and have a joker mess a small order up...

Chase will give the merchant a chance to make it right...and that is the way it should be.

They did say so. I offered to do so and the company has flat out refused to refund me. I'm not being unreasonable. I have no good incentive in the world to keep these pants and would be glad to send them back. It's not like I haven't tried to do so before filing the dispute. I was hoping to work this out amiably with the company directly. They were being belligerent and wouldn't accept responsibility so I escalated the situation through Chase and PayPal. They've also since threatened that unless I close the PayPal dispute, they won't "reconcile" (in their own words).

The only way to make it right is to refund the payment. They did not deliver on their end. What I received is not what I ordered. The fabrics wrong, the linings wrong, the sizings wrong. They were not made to measure. It was a bait and switch. Before ordering I specifically inquired as to whether I should wait to place the order due to the time restraints I was facing. They insisted otherwise. I don't know what the heck they sent me but I immediately contacted them and provided pictures and measurements and asked to return the purchase for a full refund. They refused. I haven't time nor desire to have them try it again. Based on what I received it's a sure bet that they aren't capable. They sell a MTM service but don't deliver on it. It's 100% false advertising.

It sounds as if you may have received someone else's order. What do you have to lose by returning the merchandise, and allowing them to examine? If you cannot wear the trousers they are of no value to you.

I have nothing to lose and would be glad to do so except that the company has refused. I've offered to return them numerous times and they will only take them back on the basis that they make me a new pair, which is ridiculous. I'm just gonna leave it in Chase and PayPal's hands and let them decide what's right; whatever the outcome.

My understanding of Paypal is that if you file a dispute with both Paypal and the credit card company, Paypal will immediately close your dispute and let the credit card company handle it. And in this case, Paypal will fight Chase to keep your money.