Billing Disputes
Statement/Payment Disputes
Letters
Merchant
CARES to Team Lead Escalations
100
What is the turnaround time for a cardholder to receive a copy of their dispute resolution letter?
10 - 14 Days WF 9114
100
Cardholder reported missing/delayed statement, but the statement dispute was denied. Caller insists we should waive their late fee because that's not their fault. What reason must we use?
Human error WF 9035
100
Letter code 1R08 is sent to communicate ________?
Freeform letter - No credit due with freeform reason. WF 9025
100
Merchant calls but does not have his merchant ID number nor any PROC ID. What procedure must be followed to assist our caller?
Apologize to the caller and advise that you cannot assist them until they have information to help you locate the dispute. Offer the callback number to client services and warm transfer.
100
What is the appropriate turnaround time for a Primary/Co-Primary/POA to receive a callback once their re-dispute has been escalated to a team lead?
3-5 business days. WF 5858
200
What should be done if our caller wants to change the dollar amount of an ongoing disputed transaction and the account has already been approved for a temporary credit?
If Temporary credit has been issued, we must open a new dispute to change the dollar amount being disputed. WF 8933
200
Cardholder is calling because they scheduled an ACH payment with a representative 4 days ago, but the payment has not cleared their bank account yet. What systems can you use to confirm the payment request was received and processed with the correct checking account number?
E-Pay Master for Retail Card WF 9537 and honorary mention Consumer Center Admin tool for PSCC (accessible for only PSCC Cares and Dtech) WF 6814
200
Letter code 1P35 is sent to communicate ________?
Payment returned by bank WF 9025
200
What is the format that should be used when leaving a note in FD for a merchant calling in about a dispute?
MEA DSP [PROC ID] tt name - [3 digit OPERATOR] WF 5875
200
Co-Primary calls about their letter 1R02 received for their billing dispute and you realize the dispute was resolved in cardholder favor, but no credit was posted to the account, and it has been two weeks. Should this situation be considered for escalation to a team lead?
Yes, based off of Wayfinder page id 5858
300
Based off of this note, was the temporary credit rebilled to the cardholder's account?
No. Rebill denied, because documentation from merchant failed to address quality concern or provide return policy and procedure.
300
Can we initiate a statement dispute for statements dates not displayed on the missing statement screen?
No. Apologize to the customer and let them know it is not eligible. WF 9780
300
Letter code 1R12 is sent to communicate ________?
Reversing previous credit and attaching merchant documentation WF 9025
300
Where can we confirm whether a merchant dispute communication method is FAX or LTMS (online account)?
Via ACM - Agents can confirm the correct notification channel via ACM by accessing with PROC ID> Detailed > Transaction Information > click on Transaction (this step must be done for transaction details to populate) > Under Transaction Details, scroll down to Merchant Fulfillment Channel. WF 5875
300
Primary CH calls in furious we denied their claim for a 5th time. After reviewing the account, you notice a 1R63 was issued during their 4th dispute for non-receipt of goods. Primary says he has told us the entire time, he never received the merchandise despite the tracking number saying he did. Is this a situation that should be escalated to a team lead?
No, based off of Wayfinder page ID 5858, cardholder does not qualify. If no new documents are presented, the case will ultimately close with no investigation performed.
400
When can we consider a dispute with a temporary credit approval as finalized in the cardholder favor?
After 1-2 billing cycles temporary credit is issued and/or merchant documentation response denied for a rebill.
400
Cardholder calls to say they haven't gotten their statement. The closing date was yesterday and you see the cardholder statement method is eBill. What should be done next
Initiate the missing statement dispute workflow and follow the prompts. Workstation will advise the customer to call back to file a dispute because the timeframe for delivery is 48 hours and it's possible the statement will deliver tomorrow. WF 9780
400
Letter code 1R60 is sent to communicate ________?
Missing statement dispute not approved WF 9025
400
Merchant Is calling because they received a chargeback notice for a dispute they feel as though they should not be liable for and want to escalate. What is the proper procedure to handling their call?
Warm transfer the call to our Client Services CARES 82160478. WF 5875
400
Primary is calling about a missing payment dispute denial after sending in a clear copy of the payment check endorsed and cashed by us along with unedited copies of their bank statement. Is this a situation that should be considered for an escalation to a team lead?
Yes. If no payment can be located but there is sufficient proof that we cashed the payment, we should ensure a request for a team lead to follow up. WF 5858
500
Based off of this note, did the customer receive a full refund?
No, "AMOUNT OF CREDIT=46.89"
500
Cardholder called in because they're payment was dishonored by the bank as R03. But the cardholder states the bank recently went through a change that resulted in new account numbers for all its bank members. They say they should not be liable for the returned check fee. What procedure must we follow?
Follow the missing payment dispute workflow and notate the dispute with specific details of the error that caused the returned payment. Advise the cardholder to have their bank send in proof of the error which must be provided on bank letterhead with the following information included:
Date/Date range of the error
Dollar amount of the payments returned in error
Last 4 digits of the bank account # impacted by bank error
Acknowledgement that payments were returned due to their bank error
500
Letter code 1R67 is sent to communicate ________?
Dispute cancelled, provisional credit reversed WF 9025
500
Merchant is calling after they have issued a full refund to ch for their disputed transaction. They want the claim closed. What must we advise them?
Advise to send a copy of said refund to the pertaining fax or LTMS method. Also notate the information to workstation and FD when the refund was issued and where the refund was issued to. WF 5875
500
An authorized user is calling for a follow-up on a fee correction. A late fee of $300.00 was posted to the account instead of $30.00 and the authorized user says it's been more than two billing cycles and it has not been corrected. Can we consider this situation to be escalated to a team lead?
No, because we cannot process this request with the authorized user. Team lead escalations can only be performed by the Primary, Joint, or POA as these individuals are eligible to receive callbacks. WF 5858