Monday, September 14, 2009

Define: So beyond angry

Response (William)

Dear Jodi,

Thank you for contacting Customer Service. We have been working to win your dispute case and have received documentation (known as re-presentment documents) from the merchant involved in the transaction. Unfortunately the information that they supplied substantiates their assertion that the charge was valid. Please review these documents to verify your personal information contained with the merchant's re-presentment.

We have sent you copies of the documents. To access them, please log on to your OneAccount and click on the EasyHelp icon at the bottom right of the page. From there, click on the Support History tab at the top of the page and then on reference number 090821-000375. Your copies will be in the File Attachments section at the bottom of the incident.

Based on the information supplied by the merchant as well as the other available facts, we must deny your dispute. We had initially supplied a provisional credit for the transaction pending the full investigation. At this time, we have debited your OneAccount for the amount that was originally credited and consider the claim a closed item.

We regret that this was the outcome of you case. Should you have any questions, please contact Customer Service by using the phone number on the back of your card.

Thank you.

Higher One
Customer Service

Note: Higher One will honor any pre-authorized transfers from your account as well as checks, drafts (or similar instruments) for five business days beyond DATE PROV. CR REVOKED without charging overdraft fees. During this five day period, we will honor those items we would have paid if the provisional credit had not been revoked (debited).



Customer (Jodi Eads)

I would like to continue disputing this charge, I will be faxing in a police report on Monday.

Jodi Eads



Response (William)

Dear Jodi Eads,

Thank you for contacting Customer Service. We have received the police report you have supplied to us. We have been working to win your dispute case and have received documentation (known as re-presentment documents) from the merchant involved in the transaction. Unfortunately the information that they supplied substantiates their assertion that the charge was valid.

We have sent you copies of the documents. To access them, please log on to your OneAccount and click on the EasyHelp icon at the bottom right of the page. From there, click on the Support History tab at the top of the page and then on reference number 090821-000375. Your copies will be in the File Attachments section at the bottom of the incident.

Based on the information supplied by the merchant as well as the other available facts, we must deny your dispute. We had initially supplied a provisional credit for the transaction pending the full investigation. At this time, we have debited your OneAccount for the amount that was originally credited and consider the claim a closed item.

We regret that this was the outcome of you case. Should you have any questions, please contact Customer Service by using the phone number on the back of your card.

Thank you.

Higher One
Customer Service

Note: Higher One will honor any pre-authorized transfers from your account as well as checks, drafts (or similar instruments) for five business days beyond DATE PROV. CR REVOKED without charging overdraft fees. During this five day period, we will honor those items we would have paid if the provisional credit had not been revoked (debited).



Customer (Jodi Eads)

I am extremely frustrated with the way that this case is being handled. The documents attached from the merchant do not in any way substantiate their assertion that the charge was valid. The documents have my name and card number, which they were obviously going to have. The phone numbers and e-mails are not mine, and I have never heard of the shipping company. I don't even know what they bought. Other than "We have received the police report you have supplied to us," I just received the word for word same e-mail as the first time, which is no longer relevant to my case. There are no new documents attached, so I can only assume there is no new information. There was no reason to deny my claim in the first place, so why it is still denied is beyond me and absolutely ridiculous. You have obviously NOT been working to win my dispute case, because I did not spend this money. Maybe $177.41 isn't a lot to you all, but it is to me. If I'm not going to be getting this money back, I want to know why, because so far there is no information that substantiates the merchant's claim.

You also have a typo in your "sorry" e-mail. "We regret that this was the outcome of youR case."

4 comments:

sara said...

Wait . . . what documents did they supply?

Was this a visa or mastercard? Can you take it directly to them? I don't know how that works . . .

Jodi said...

The first time they attached like a weird receipt thing from the merchant, which had my name, card number, and nothing else that has anything to do with me. Company I've never heard of (and can't seem to find, either), phone numbers that are not mine, an e-mail address that is not mine, etc. I can't even figure out what they bought. The only new document on the thread is the police report I sent in. That should prove the opposite of "the outcome of the case." There aren't any new document, they just sent me the same stupid e-mail with 'we got the police report.' They didn't even say anything about it.

I'm so mad...

Jodi said...

It's Mastercard. I am looking at everything I can do to get it figured out. Gordon Eccles has been helping me out (thank goodness), and he's able to talk to people higher up than what I can reach as a student. Unfortunately, he's got more faith in them than I do. We called on a Friday, the guy said don't send in the police report yet, he would check things out and he'd call me Tuesday. A week after he'd said that he would call he still hadn't, so I let Gordon know. Gordon called him, and he said, "Oh, well, we're waiting on the police report." ...right.

sara said...

That's infuriating.