Complaint Review: Chase Manhattan Bank - Phoenix Arizona

I feel for you. Really I do, because I had the same exact experience. I purchase Map Point 2000 and Vizact 2000 from Best Buy and when I got home they were empty, no software. Luckly for me Best Buy allowed me to exchange the software so I did get what I paid. I wish the same happened for you. About your dispute rights regarding your chase card. Actually we could have assisted you. There is a charegback for such a dispute. It is called not as describe for reason 53, however I will admit that because the transacion is face to face it requires alot more work to resolve the dispute in favor of the customer. Reason being is because in face to face transactions the customer has the opportunity to inspect the merchandise before presenting their MasterCard as a means of payment. Therefore if you walk out the store having authorized payment you basically are saying that I accept the terms and agreement of the purchase I just made. You are also agreeing that you accept the condition of the merchandise which you just purchased. With that mind, you still could have disputed, despite what I said. All you had to do was meet the conditions for the chargeback. The following are the conditions to reverse that sale: 1) Provide a copy of your sales draft which demonstrates what the merchant provided you at the time sale. 2) A signed letter from you stating what you recieved differed against what is described on the invioce. Or if your purchase is unsuitable for the purposes for which it was intended a written statement describing how the merchandise is unsuitable. In your case you purchased a product from Best Buy and discovered that the merchandise was missing. Hence unsuitable! 3) Within your dispute letter a description of what you did to bring the issue to the merchant's attention and allowing them an opportunity to resolve the dispute. In this case you did that. You state Best Buy would not allow a credit or an exchange and that is fine. If the merchant fails to resolve this works in your favor. It is when the merchant fails to resolve that allows an issuing bank to intervene on your behalf but not before then. 4) Finally one of the most critical elements with this kind of dispute is collaboraing documentation enclosed with your dispute letter. This is another letter prepared by another merchant, professional or expert in the same field as Best Buy validating your reason for dispute. So, if your reason for dispute is that there was no merchandise in the package then your collaborating letter must state the same thing. Such a letter must prepared in company letterhead, signed and dated. 5) The transaction is no older than 120 days. I know that collaborating letter sounds silly, one must think that by looking at the package its obvious to the world its empty and you should be due your money back. I would agree from person to person just you and me off the street. However look at from the standpoint of making an argument. You alone are making an assertion and this assertion although may be fact, in some cases it could an opinion or a point of view. Obtaining collaborating letter backs your dispute adding credbility to your dispute, because now not only are you making the assertion but someone who is professional or an expert is agreeing with you. This principal is applied to all MasterCard disputes involving issues of quality and where the merchandise purchased is unsuitable for the purposes for which it was intended regardless whether it is simple or complex the dispue. It matters not wheather you are asserting that a frisbee which the merchant sold does not fly when thrown or if a contractor did a poor job in building your fence, shed or other home improvement or if the mechanic perform unnecessary work while fixing your car. Collaborating letter or a second opinion is required, always. If you could have met those five conditions which I just described then if I were working your dispute I would reversed the sale. I apologize that was not case for you. However in defense of the representative I do not know what conversation transpired bewteen you and the rep. For all I know, you may have given him or her hard time and not allowed him or her to reach a point to where they could assist you. Then again they may have just simply stated sorry we do not have the ablitiy to assist you and that was it. If so I apologize that happened. Please keep in mind that Chase and any bank which issues MasterCard follow the same policies. If a bank is going to issue MasterCard then a bank must follow MasterCard policies regarding dispute resolution. Take any dispute and raise that issue with any chargeback department in any bank that issues MasterCard and they will tell you the same thing for its resolution. So, its not really an issue of service which one depends upon as a result of being a long time customer who pays his balance in full and is never late. Its a matter of following contractual policy with MasterCard. One might argue that I had a MasterCard and they just took the sale off my bill and I didn't have to jump through all the hoops of writing letters and getting a second opinion, so not all issuing banks follow the same policy. Yes and No. If it is MasterCard then Yes. If however the bank decides to resolve the dispute by taking a loss on the sale, then No. If a dispute is not resolved by a chargeback or a chargeback could not be applied to resolve the dispute and your account was credited, then the bank took a loss for you. Keep in mind that banks do not like writing off money so they will implement dispute resolution as much as possible. ...and thus that is why a customer may not have a dispute resolved in their favor (or vice versa). Hope this helps