Good customer service after very long chargeback process
Feb 4, 2016, 2:01 pm
#1
Original Poster
Join Date: Jan 2010
Location: New York and Vienna
Programs: PA WorldPass Platinum, AA, DL, LH. GHA Black, SPG and HHonors Gold
Posts: 3,870
Good customer service after very long chargeback process
This morning I received a call from a senior manager at BMO, which handles chargebacks for Diners.
I initiated a $500 chargeback for professional services in July of last year.
It was clear from the back and forth that the people processing the chargeback were not really understanding the situation and the chargeback was denied.
Today, the manager (who clearly had looked at every last piece of documentation) expressed astonishment at the situation and - before anything else - thanked me for my patience during the debacle. He then credited my account for the $500, and formally apologized on behalf of DC.
While it took a while to resolve, I was pleased with the outcome.
I initiated a $500 chargeback for professional services in July of last year.
It was clear from the back and forth that the people processing the chargeback were not really understanding the situation and the chargeback was denied.
Today, the manager (who clearly had looked at every last piece of documentation) expressed astonishment at the situation and - before anything else - thanked me for my patience during the debacle. He then credited my account for the $500, and formally apologized on behalf of DC.
While it took a while to resolve, I was pleased with the outcome.
Feb 4, 2016, 4:06 pm
#2
Join Date: Nov 2014
Location: IAD/DCA/BWI
Programs: Marriott Gold, SPG Gold, AA Gold, Hyatt Platinum, Virgin America Elevate Gold
Posts: 225
This morning I received a call from a senior manager at BMO, which handles chargebacks for Diners.
I initiated a $500 chargeback for professional services in July of last year.
It was clear from the back and forth that the people processing the chargeback were not really understanding the situation and the chargeback was denied.
Today, the manager (who clearly had looked at every last piece of documentation) expressed astonishment at the situation and - before anything else - thanked me for my patience during the debacle. He then credited my account for the $500, and formally apologized on behalf of DC.
While it took a while to resolve, I was pleased with the outcome.
I initiated a $500 chargeback for professional services in July of last year.
It was clear from the back and forth that the people processing the chargeback were not really understanding the situation and the chargeback was denied.
Today, the manager (who clearly had looked at every last piece of documentation) expressed astonishment at the situation and - before anything else - thanked me for my patience during the debacle. He then credited my account for the $500, and formally apologized on behalf of DC.
While it took a while to resolve, I was pleased with the outcome.
Feb 5, 2016, 6:18 am
#3
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
I disputed an unauthorized recurring charge on my Professional (charge card) account in late December, and it was reversed within 48 hours. I was prepared for a fight because I had notified the merchant in writing to cancel my subscription, and they had replied that they only accept cancellations by phone. I did not call. They billed my expired card, and BMO reversed it on the first request.