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9 - Assignment Example

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We want to explain to you why this happened, and to discuss further precautions that customers can take to prevent this from recurring. We also assure you that we take…
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Assignment 9
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Extract of sample "9"

Vice President of Fraud Detection Visa Inc. 900 Metro Center Blvd. Foster California 94404 March 15, Ms. Blair Rhines 68 Riverside Drive, Apt. 35
New York, NY 10025
Dear Ms. Rhines:
We are sorry to hear about the inconvenience caused by not being able to use you VISA credit card in Berlin. We want to explain to you why this happened, and to discuss further precautions that customers can take to prevent this from recurring. We also assure you that we take these complaints seriously and are finding ways to reduce these incidents.
We are using a neutral network technology for the past few years to protect credit card holders from thieves who steal their cards and use them immediately. This system tracks spending patterns, and if it detects unusual and new spending activities, it sets off an alarm on our end. However, in your case, a false positive happened, wherein customers are inconvenienced, when their cards are temporarily suspended. We do not automatically suspend accounts, however, and we make sure that our customer care representatives call customers first before doing it. However, when customers are travelling abroad, it becomes harder to call them.
Other customers have been inconvenienced by false positives too, much to our dismay, but our system has benefits and safeguards too that we must consider. First, the system is working. Our fraud rate has dropped from 15 centavos to 6 centavos for every $100. This means that we are also saving customers from the stress and inconvenience of having their available credit decreased or even depleted. Moreover, we have established safeguards against false positives. We advise you to call customer service at 1-800-553-0321 before travelling, in order to ensure smooth card transactions. You can also call the same number in case you experience other related problems. In addition, we are also working on reducing false positives in the system. We are identifying these trends and including them in purchases that must not be tagged for suspension.

We are again truthfully sorry for the inconvenience you experienced. Rest assured that, in following these guidelines and by improving our system, we can prevent similar events from happening again.
For more inquiries and concerns, you can e-mail us at AskVisaUSA@visa.com. You can also access this website to see all our toll-free numbers in different countries: http://usa.visa.com/personal/includes/vgcac_phone_popup.html
We hope for your continued patronage and thank you for giving us the opportunity to explain our side.
Respectfully, Read More
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