Mario sent a message to Walter W. Bettinger II – President and Chief Executive Officer of The Charles Schwab Corporation – Email Address that said:
Good day!
I am a Schwab Bank customer who experienced a fraudulent transaction in June 2016. I need to contact someone higher to resolve this and get my money back, because the issue resolution team that I was assigned to seem to believe the merchant that accepted the fraudulent charge, and not me, the customer.
I have been accused of creating a charge of $471.00, even though, there is much circumstantial evidence that states otherwise. I have gone through two reviews of the information provided by the merchant, and now three - all stating that I made the charge that I am disputing.
My dispute has reached an issue escalation team at Schwab Bank, and this team truly did not do a critical review of the information provided by the merchant, thus accusing me of creating the charge. Yes, it is not a lot of money in your mind, but the it is the principal of detailed, and empathetic service that is not accusatory towards the customer, mainly me. There are details in the documents provided by the merchant that are circumstantial and can be debated. Your representative tone was accusatory and skeptical when I presented this to him. With the documents provided by the merchant and with the information Schwab Bank captured about me, there are several bits of information that do not match, and thus I am disputing the charge.
I am beginning to believe that Schwab Bank cares more about the merchants questionable information, than me, the customer. This is unfortunate that Schwab is protecting the interests of a merchant that has been lying from the beginning of this investigation.
I have already consulted attorneys about this, especially when the documentation provided by the merchant is sketchy. And, it is cool you went to Ohio University. I am an alumnus of the Scripps School of Journalism (1993).
I look forward to a response.
Mario
