Tried to dispute a double charge on my platinum dividend Citibank visa card today. Boy is customer service crappy. I have to go through the following steps before they’ll even START an investigation into the double charge.
1) Close my account and current card
2) Reissue me a card and confirm its receipt
3) Fill out paper fraud dispute forms (the really ridiculous part about this is that all the information they ask of me in the forms is already available to every customer service agent online)
4) Have the forms NOTARIZED
5) Return the forms to begin an investigation – which will likely take at least 15 days before they’ll know if my dispute is even VALID. IF it’s valid, THEN they begin the process of an in-depth investigation and eventual chargeback (if confirmed an invalid charge) to the vendor (which can take however many more days)
6) There is no way they can tell me upfront if my dispute is potentially valid (putting me through this ridiculous process before I even know if I stand a chance of them STARTING an investigation)
7) During this whole time, they don’t give me any provisional credit for the dispute
By contrast, American Express is awesome. I had a dispute there once – they automatically gave me provisional credit for the investigation, took my dispute online and through the phone, and were prompt in keeping me posted about the investigation progress and outcome.
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holy crap, that’s terrible. you should submit your story to the consumerist (consumerist.com).
American Express is awesome – no wonder they provide so many corporate services. Of all the credit cards I have had to cancel in my life because I am one of those bastards who goes from one 0% offer to the next, amex hassled me the least about closing the account.