Need advice on a credit card issue

[WinniWoman]

The issue of where the money is isnt your problem. That is between PB and Chase. Once Chase determines that the charge isnt your responsibility Chase is required under the Fair Credit Billing Act to provide you with a refund. I would call Chase again and tell them that you have been looking into the Fair Credit Billing Act. Let them know it appears they arent adhering to the law by not providing the refund. Then if they dont agree to process the refund tell them you are going to file a complaint with the Federal Trade Commission. Then if they still dont provide the refund file the complaint. Its easy to do online.

Exactly right! This is what should be done. The credit card company should immediately credit you and then it is their problem to go after PB. If they refuse, file the complaint with the FTC. Tell them that is what you will be doing if they don't credit your account..

 

[Talent312]

I'm surprised no one has suggested small-claims court.
You could include both Chase + PB, but Chase may have an arbitration clause.
OTOH, just being served might be enuff to get them to cough it up.
.

 

[Karen G]

Things took a positive turn yesterday when Pueblo Bonito agreed to issue a credit to our card if I would agree to reimburse them should Chase also issue a credit. I'm certain that Chase won't do anything.

Another three-way call with Mexico and Chase yesterday proved to be pointless because Chase was insisting they had put the money back in PB's account and PB not being able to see it. Chase was unwilling to send written documentation or even an email to prove that and suggested to me that I could write a letter requesting that to the department who handles it.

I later found on my credit card statement where the August charge was rebilled to my account in late October. I sent a copy of that to PB. Finally at the end of the day I talked with PB again and they told me they had decided to issue me the credit.

I must commend the guys at the PB reservations dept. who have been trying hard to get this resolved. After getting the name and email address of the manager of the reservations dept. through Facebook and contacting her, several guys at PB were working on the refund. They were really nice.

I'll be writing the PB manager an email praising those guys once I see the refund in my account. I'll also be writing a letter to the CEO of Chase telling him/her why I'm cancelling that card.

 

[wackymother]

Good work! Glad to hear that the people at the resort are being helpful.

Chase's attitude is terrible. What kind of customer service is that?

 

[vacationhopeful]

...Chase's attitude is terrible. What kind of customer service is that?

The kind that gets the Customer Service Manager a BONUS .... saving all those 'funky' claims from being paid as cardholders just give up trying to get their money back.

 

[silentg]

No one has addressed the employee who made the error. She no longer works there? Was she fired? How many other mistakes like this happened on her watch?
If you have cleared up the problem then that's great, but I only hope she didn't mess up on other people too?
Silentg

 

[Karen G]

No one has addressed the employee who made the error. She no longer works there? Was she fired? How many other mistakes like this happened on her watch?
If you have cleared up the problem then that's great, but I only hope she didn't mess up on other people too?
Silentg

None of the guys I've spoken with have mentioned her so who knows what other havoc she might have been responsible for.

 

[klpca]

Glad that you are closer to getting your money back. But wow, Chase looks terrible here. I have a two Chase cards (Southwest Visa and Hyatt) but I won't be using either one of those cards for everyday use after reading about how you have been treated.

 

[DeniseM]

I will not be using my Chase Card either - what horrible service!

 

[Talent312]

I'vew had several bogus charges over the years, ranging from a place that put a '1' in front of the amount, to a car rental in Vegas, a hotel in London, and shoes in South Florida. Never once did any CC refuse to honor the dispute.

However, I now recall that it was Chase which dragged its feet on crediting what they agreed was a fraud and didn't process the credit for 5-6 months. It's why I now only have Citibank, Cap-One & Am-Ex accounts.
.

 

[VacationForever]

I'm surprised no one has suggested small-claims court.
You could include both Chase + PB, but Chase may have an arbitration clause.
OTOH, just being served might be enuff to get them to cough it up.
.

The issue is that small claims court pass judgment as to who is in the right/wrong but it does not enforce. In other words, if judge says party A owes party B and subsequently party A does not pay up, it is out of the hands of small claims court.

 

[Mike&Edie]

I think I would consider small claims court in their jurisdiction and try to recoup my return travel expenses, lost wages, filing fees and any interest charged on the card for the erroneous billing. In most cases it can all be initiated on line or filed by mail, just have to appear on the day of the hearing. Good luck.

 

[easyrider]

Things took a positive turn yesterday when Pueblo Bonito agreed to issue a credit to our card if I would agree to reimburse them should Chase also issue a credit. I'm certain that Chase won't do anything.

Another three-way call with Mexico and Chase yesterday proved to be pointless because Chase was insisting they had put the money back in PB's account and PB not being able to see it. Chase was unwilling to send written documentation or even an email to prove that and suggested to me that I could write a letter requesting that to the department who handles it.

I later found on my credit card statement where the August charge was rebilled to my account in late October. I sent a copy of that to PB. Finally at the end of the day I talked with PB again and they told me they had decided to issue me the credit.

I must commend the guys at the PB reservations dept. who have been trying hard to get this resolved. After getting the name and email address of the manager of the reservations dept. through Facebook and contacting her, several guys at PB were working on the refund. They were really nice.

I'll be writing the PB manager an email praising those guys once I see the refund in my account. I'll also be writing a letter to the CEO of Chase telling him/her why I'm cancelling that card.

Good for you Karen !! Was this a Chase Sapphire rewards card ?

Bill

 

[Karen G]

Good for you Karen !! Was this a Chase Sapphire rewards card ?
Bill

It is a Chase Premier associated with Southwest Rapid Rewards.

Southwest is going to get a letter from me, too.

 

[bogey21]

Things took a positive turn yesterday when Pueblo Bonito agreed to issue a credit to our card......
I must commend the guys at the PB reservations dept. who have been trying hard to get this resolved......

Why the praise for PB. All they are doing is what they should have done in the first place;i.e. issue you a credit for the over charge.

George

 

[Karen G]

Why the praise for PB. All they are doing is what they should have done in the first place;i.e. issue you a credit for the over charge.

George

The guys who are helping me at PB are really advocating for us and they understand what happened. The head of the finance dept. in Mexico doesn't speak English so these guys have been explaining what happened.

The folks at Chase don't have any interest in understanding what happened or taking into consideration the email exchange between us and the first girl who admitted the mistake in the first place. When I first disputed the charge and explained what happened, they said they don't go by emails, just by the transaction receipts in their system.

 

[Egret1986]

Absolutely correct on that!

The kind that gets the Customer Service Manager a BONUS .... saving all those 'funky' claims from being paid as cardholders just give up trying to get their money back.

My situation was very, very similar to Karen's. Karen will get a refund based on what PB is "willing" to do. Had PB not been cooperative in the end, then Karen would either still be fighting this thing or .....

In my case, the merchant that I disputed with wasn't cooperative and Citi Cards found for this merchant.

Probably the most appalling part was the communication from the Dispute Specialist at CITI referring to the merchant by his first name. When I complained by phone to a Manager, I was admonished quite abruptly. It blew me away how I was talked to on the telephone regarding my dispute and my complaint about the Specialist.

It's opened my eyes. Just because you have a legitimate dispute doesn't mean that you will be provided a refund or credit. I have always counted on being backed by my credit card when problems arise with merchants. I submit documentation in support of my disputes. I have never submitted a dispute where I didn't get a standing credit back to my account by the credit card company. No worries. I'm covered.

Someone mentioned earlier that it is the merchants; not the individual cardholders that are the money makers for the credit card companies.

You may not have had a problem in the past with your credit card company denying a dispute. But Chase, Citi Cards......what other credit card companies are or will be cutting this benefit of protection?

It's great that you're finally getting this resolved, Karen.

 

[VacationForever]

I think I would consider small claims court in their jurisdiction and try to recoup my return travel expenses, lost wages, filing fees and any interest charged on the card for the erroneous billing. In most cases it can all be initiated on line or filed by mail, just have to appear on the day of the hearing. Good luck.

... you win and then what? Small claims court does not enforce. You then get an attorney to get them to pay up?

 

[Maple_Leaf]

This should be a simple reversal transaction

Another three-way call with Mexico and Chase yesterday proved to be pointless because Chase was insisting they had put the money back in PB's account and PB not being able to see it. Chase was unwilling to send written documentation or even an email to prove that and suggested to me that I could write a letter requesting that to the department who handles it.

Based solely on your description above, it sounds like Chase has already put through a reversal of the disputed charge to PB's acquirer bank. PB's acquirer bank should have already reversed that charge back to PB. I am looking forward to eventually hearing an explanation of why that hasn't happened. I'm sure it will be interesting.

 

[Karen G]

Based solely on your description above, it sounds like Chase has already put through a reversal of the disputed charge to PB's acquirer bank. PB's acquirer bank should have already reversed that charge back to PB. I am looking forward to eventually hearing an explanation of why that hasn't happened. I'm sure it will be interesting.

I know they put through a reversal of the disputed charge because I see it on my credit card statement for the end of October. I can't understand why they couldn't send an email immediately when I asked them to yesterday so that it could be proved to PB right then. Why should they even suggest that I send a letter requesting them to do so?

At every turn Chase has blocked any help with this transaction and ignored all the supporting evidence I have.

 

[Maple_Leaf]

I hope you get this resolved soon

I know they put through a reversal of the disputed charge because I see it on my credit card statement for the end of October. I can't understand why they couldn't send an email immediately when I asked them to yesterday so that it could be proved to PB right then. Why should they even suggest that I send a letter requesting them to do so?

At every turn Chase has blocked any help with this transaction and ignored all the supporting evidence I have.

Chase sounds worthless at customer service. Issuing banks are a dime a dozen in the U.S., I would select another one.

I think I'm missing something here. So if the disputed charge was reversed by Chase on your October bill, isn't your problem solved? Chase should have made you whole on the October bill.

 

[Luanne]

Chase sounds worthless at customer service. Issuing banks are a dime a dozen in the U.S., I would select another one.

I think I'm missing something here. So if the disputed charge was reversed by Chase on your October bill, isn't your problem solved? Chase should have made you whole on the October bill.

Personally I've had great service from Chase when it comes to disputing charges.

 

[Karen G]

I think I'm missing something here. So if the disputed charge was reversed by Chase on your October bill, isn't your problem solved? Chase should have made you whole on the October bill.

No, we disputed the charge in August when we first saw it. While it was in the first dispute they credited the $560 back to our account. Then they did their "investigation."

What they received from Pueblo Bonito was just copies of the two charges--the incorrect one of $560 that was made on Aug. 6 and the correct one of $140 that was made on Aug. 7. Although I had provided copies of all the emails including the last one where the girl acknowledged that the $560 was a mistake and that said she'd be refunding it and only charging the $140. I also wrote a clear explanation of what happened. As far as I know all Chase did was get copies of the two charges. They then notified us that both were valid charges, the case was closed, and that was the end of it. The $560 was rebilled to us the end of October.

We disputed it again. We had to start over from the beginning with Chase but they did not credit our account again. They again denied the claim still saying "based on the documentation from the merchant" it was a valid charge. The documentation was the same two copies of the two charges with no explanation of what actually happened that I had sent to Chase a second time.

That's when I started trying to contact everyone I could think of at Pueblo Bonito. Finally, PB acknowledged what happened.

 

[Karen G]

Final Update

I had the most wonderful thing happen this morning: when I checked our bank account I saw the wire transfer from Pueblo Bonito for the full $560 refund! Hallelujah!

They resolved the issue by issuing us the money as a wire transfer to our Bank of America checking account. For some reason they couldn't just issue a credit back to our credit card as I think they couldn't locate the funds that were sent back to them in October when Chase denied our dispute.

I immediately paid off our credit card. Once I see the payment posted to our account and we have a zero balance I'll be canceling that card with a letter to the appropriate managers at Chase and Southwest Rapid Rewards dept. which is the type of card it is.

 

[presley]

I had the most wonderful thing happen this morning: when I checked our bank account I saw the wire transfer from Pueblo Bonito for the full $560 refund! Hallelujah!

Hooray! Glad it finally worked out. I am sure your next credit card will value you as a customer much more than Chase did.