Colin Timothy Gagnon (sacredspud) wrote,
Colin Timothy Gagnon

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Hangin' out, singin' songs, and makin' enemies (though not at the same time)

Yesterday was a good day.

I took a little time off work so that I'd be able to see april_tehe before she went back to Racine. We got together with fuzzyinthehead at the Electric Earth Coffee Shop (where I'd never been), and then helped her pick out a wedding dress. I exhausted my reperitoire of "Do-you-think-I'd-look-good-in-this-evening-gown?-I-could-be-Nick's-best-ma'am" jokes, which at last count totals one.

Later offBeat sung at the Mill Street Inn & Pub in Cambridge. Small crowd, good performance. My aunt Patricia and her daughter Maggie were in attendence, which was cool because Maggie returns to school in Ohio soon, and she wasn't able to attend our last performance thanks to the snow. There was a middle-aged couple who really enjoyed us, and apparently the husband would like to hire us for his birthday party which is incredibly flattering. Mostly though, I mention them because they got excited the very moment I started singing Dentist! from Little Shop of Horrors. It's not a song many people recognize (at least, not during the first four measures of the song), but it's such a fun song. I'm so glad I lobbied for it.

Anyway, today at work I'm making enemies, specifically at other banks. This is one of those things that would be kinda funny if you worked in the credit card dispute field, but not so much otherwise.

A little background information, which, sadly, will not help to make this as entertaining to you as it is to my coworkers and I: One of the things that gets recorded when you use your credit card is called a Point of Sale (POS) indicator, which basically denotes whether the card was physically swiped or entered by hand. The assumption is that if the card is swiped and the transaction goes through, the merchant is absolved of any fraud liability. If, say, you report your card as stolen, or it's a counterfeit card, the magnetic stripe won't work and the card will be declined. The merchant can still force the transaction through, but they're at fault if a fraud investigation is initiated.

I'm working on this dispute where the POS indicator shows that the card was swiped, the transaction was authorized, and the receipt is signed at the bottom. The cardholder -- poor guy -- had his personal information stolen (seriously, this is unfortunate) via the Internet. The card has been closed (which is necessary in fraud disputes). This particular transaction occurred before he reported the card stolen, and the signature on the receipt matches the one on the Affidavit of Fraud which he signed.

His bank is claiming that we didn't get a signature, and that the card number was entered manually.

Uh, hello? Before they started the dispute, they requested a copy of all of the transaction information. We complied. We sent them everything they needed to see that this transaction was valid, including the receipt. The POS indicator is something they can look up on their system or on Visa's website. I've re-sent the very same information, but I've added circles and arrows and paragraphs to explain why they're wrong. Here is an example:

In the Dispute Resolution world, this is roughly equivalent to getting back an exam with a note like this:

Nobody likes to get notes like this, and it's especially condescending when the notes are remedial. Everybody makes mistakes, but come on. This is a particularly big mistake, and could be potentially very costly, what with fees and fines for disregarding the regulations. This seems to be status quo for gigantic banks (I'm somewhat paranoid about naming the one involved here). They seem to treat dispute resolution as very basic data entry, and they eat (what for smaller banks would be) enormous losses in technical fees because it's cheaper than employing a sufficiently large and skilled dispute resolution staff.

Oh, well.
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