Jamilla sent a message to Ajaypal Singh Banga – President and Chief Executive Officer of MasterCard – Email Address that said:
I filed a claim under my USAA Master Card for Satisfaction Guarantee benefit on 9/26/16. I was dissatisfied with some counter stools I purchased. My claim was denied because the store gave 3 days to return the merchandise, but Master Card requires the store to offer at least a 10 day return policy. The law allows a 3 day cooling off period for any customer to cancel a transaction. What is the justification for Master Card to require more time than the law requires? My claim was denied. I am very disappointed that Master Card is not consistent with the law. I think the MC benefit limitation is inconsistent with the 3 day law, and gives the impression that Master Card/AIG are looking for a way not to pay claims and to not provide the benefit. It seems very dishonest, and I am upset. Also when I called MC to file my claim, I spoke to 3 representatives who each told me I did not have Satisfaction Guarantee benefit on my card. I asserted that I did have that benefit, so the third MC representative advised me to call USAA. I did so. The USAA rep called MC claims and stayed on the line with me while the USAA rep confirmed with the MC claims rep that I DID have the Satisfaction Guarantee benefit on my card. I was then able to file the claim. On 9-30-16, I spoke to a MC claims rep who told me that USAA decides what benefits my MC card offers. This is wrong information. A USAA rep assured me that MC provides the benefits on my card. So, there is an issue with MC reps not giving accurate info, transferring customers to other reps for further info, and causing long wait times. Overall, I do not have confidence in the info I get from MC claims reps. I hope you will take my concerns seriously and effect some changes which will result in a Satisfaction Guarantee benefit limitation requirement that is consistent with the 3 day return law, and that MC claims reps will be trained to give accurate information. Many thanks for an action taken to resolve my issue.
