Notes

3ra parte - Chats.
-------------------------------------------AUTHORIZATIONHOLD--------------------------------------------
--------------------------------------Charge Adjustments/Payment Types - CCARE--------------------------------
- "AUTHORIZATIONHOLD10%-20%" - This looks to be a buffered preauthorization hold. Certain banks have recently started buffering our pending transactions by 10-20% for the order total and adding an additional 10-20% to the $1 pre-authorization hold to account for potential adjustments, such as added items, tips, or upcharges for special instructions. This occurs when banks recognize our transactions as a restaurant rather than an online merchant. These holds are temporary and will drop off between 1-5 business days.
- "AUTHORIZATIONHOLD10%-20%(BLABLA)" - I'm afraid I have no information about this to answer your question. If you don't get the refund for $10.00 between 1-5 business days please chat back in. We will be happy to assist you with this.
-----------------------------------REMOVESAVEDPAYMENTMETHOD---------------------------------------
- "REMOVESAVEDPAYMENTMETHOD(PAYPAL)" - I'm afraid we can't see the PayPal accounts attached to your profile so we are not able to remove them. You can delete the payment information by going to your profile settings.
If you cannot see the option, I know this sounds like a generic solution, but it usually works. Please try to uninstall and reinstall the app. This usually solves most app issues. If you are still not having the option to delete them after that, please do it through our website, at www.grubhub.com.
-------------------------------------------BLOCKEDORDER---------------------------------------------------
----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges--------------------
- "BLOCKEDORDER1" - I do apologize for the inconvenience, I can see your order was unable to be processed, and you will not be charged for the order. Any payment authorization holds on your account will drop off and be removed from your bank account within 24 hours, this means that the charge will simply disappear instead of being refunded.
Occasionally, our systems prevent orders from processing to protect your account. Our team will review your account. If we have additional questions, we'll email you within 24 hours. During the time that your account is under review, you will not be able to place any orders using your Grubhub account.
Please call the restaurant directly if you would like to place an order. I'm really sorry for this.
- "BLOCKEDORDER(ALREADYESCALATED)" - I see! I apologize for the issues, I understand it's quite a frustrating experience to go through. I can see our team is still working on it, once the investigation is finished we will let you know through your email.
- "BLOCKEDORDER(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. This escalations usually take up to 48 hours to be resolved, however this team has a long queue of escalation to take care of, so they try to get back to everyone as soon as possible. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
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- "BLOCKEDORDER(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
- "BLOCKEDORDER(ALREADYESCALATED)" - I understand how frustrating it must be to wait this long for a resolution. Since it is an internal team we do not have their contact information, but your escalation has been internally sent already.
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- "BLOCKEDORDER(BLABLA)" - I understand how frustrating it must be to wait this long for a resolution. I'm afraid nobody has the power to restore your account so it cannot be done now. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you. We keep working to improve our service.
- "BLOCKEDORDER(BLABLA)" - As a customer myself, I do understand how disappointing and upsetting this situation must be. I'm afraid this situations are resolved by a specialized team, we do not have access into their tools to solve your issue right now, but this situation will be handled since it has already been escalated. We will need to be patient and wait. I do apologize.
- "BLOCKEDORDER(BLABLA)" - I truly apologize for this inconvenience, I totally understand the disappointment of the situation, I would feel the same way. I'm afraid at the moment, we will not be able to provide you with any Free Grub discount code for this until our specialized team reviews your situation further to provide a resolution. I do apologize.
- "BLOCKEDORDER(BLABLA)" - I understand what you are going through. I'm afraid in this case, we will need to review your situation further to provide a resolution. I do apologize.
- "BLOCKEDORDER(BLABLA)" - If I were in your position, I’d feel just as you do. We will have to further look into this before we are able to take actions. I do apologize.
- "BLOCKEDORDER(BLABLA)" - We understand this might be difficult for you, this is definitely not the experience we want for you. At the moment, we don't have an specific time frame for it, most of the times up to 24 hours, but I assure you we are working to get this resolved as soon as possible. I do apologize for the inconvenience this may cause.
--------------------------------------
- "MORE" - I deeply apologize for the whole situation. I understand how upsetting this situation can be. I appreciate that you let us know what happened. Unfortunately, at the moment we won't be able to make any adjustments but we're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, most of the times up to 24 hours, but if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - We truly apologize this has happened, we understand how frustrating this is. We will reach out to the restaurant to report the issue you had with you order and in this way we can prevent this from happening again in the future. You may also want to contact the restaurant directly to share your experience or concerns. Unfortunately, we will not be able to process any adjustments in your account at the time but we will escalate this to an specialist team that will review this for you to determine the best resolution.
- "MORE" - I understand how disappointing this situation can be. I will send this to an specialist team right now so it can be reviewed. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, most of the times up to 24 hours, but if there's anything we need to reach out to you for, be assured we will contact you via email. I sincerely apologize for the trouble this may have caused you.
- "MORE" - I understand your position, I would feel the same way. I know how frustrating this can be and I apologize for that. Since this investigation is done internally on our end, we don't have a specific time frame on when this will be resolved, most of the times up to 24 hours, if there's anything we need to reach out to you for, be assured we will contact you.
- "MORE" - I understand how disappointing this situation can be. I'm afraid on our side, since we're unable to unlock your orders, we will send this to a specialist team that will review this for you. This is done internally so we don't have a direct contact number and we don't have a specific time frame on when this will be reviewed, most of the times up to 24 hours. We will reach out to you in case we need to.
- "MORE" - I understand how disappointing this situation can be and I sincerely apologize for the experience. We don't have a time frame on when this will be reviewed, most of the times up to 24 hours, but we will let you know once the investigation is finished.
- "MORE" - I completely understand how frustrating this can be and I deeply apologize for the inconvenience this may have caused you. At the moment, we will not be able to process any adjustments in your account. This is the reason why I'm sending this to an specialist team that will review the issue for you to provide you the best resolution possible.
- "MORE" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. In order for us to solve the issue, we need to escalate this to the appropriate department. Unfortunately, this cannot be solved immediately, since we need to review the situation meticulously to offer you the best resolution that we can. We don't have an exact time frame for the resolution most of the times up to 24 hours, If we need more information in order to solve it, be sure we'll contact you through email.
- "MORE" - I understand how disappointing this situation can be. Unfortunately, this can take a few days. If you don't hear from us in the next few days you can feel free to reach out again by chat or by calling us.
- "MORE" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. I will make sure to escalate this as an urgent matter so we can have the resolution as soon as possible.
--------------------------------BLOCKEDORDER(REFUNDGIFTCARD)---------------------------------------
- "BLOCKEDORDER(REFUNDGIFTCARD)" - I understand how frustrating that can be, I apologize for the experience. I've gotten it. Upon checking, unfortunately, we won't be able to continue with the refund process for your Gift Card until our team reviews your account.
- "BLOCKEDORDER(REFUNDGIFTCARD)" - Unfortunately, we won't be able to continue with the refund process for your Gift Card until the investigation is finished. We will let you know through your email when the investigation is done.
--------------------------------------------UNKNOWNCHARGES----------------------------------------------
----------------------------Compromised Diner Accounts/Blocked Orders/Non-Diner Unknown Charges--------------------
- "UNKNOWNCHARGES1" - May I ask if you have a Grubhub or Seamless account?
- "UNKNOWNCHARGES(NOACCOUNTWITHUS)2" - I understand, I'm really sorry for this, we are a food delivery business. Please allow me a moment to look deeper into this.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)3" - Can I please have the email address associated with your account?
- "UNKNOWNCHARGESONBANKSTATEMENT(ACCOUNTWITHUS)3" - Do you know anyone who has access to the card that may have used Grubhub or Seamless? like a family member.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)4***[If they are still not satisfied and want info on those charges gather the information needed and warm transfer to CXT.]" - I understand, you may speak to that person and ask if they’ve used Grubhub or Seamless.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)5" - I understand, I'm really sorry for the inconvenience, I need to gather some information to investigate this charge for you. We'll need the card holder's first and last name, the card holder's email address, the card type (Visa, Mastercard, etc.), if Paypal or Venmo was used for this order, if so, we require the Paypal/Venmo Paypal payer email address or Venmo username, the first 6 and last 4 digits of the card, the exact amount of this charge and the date the charge posted on the bank account.
- "UNKNOWNCHARGES(ACCOUNTWITHUS)6" - Thank you for the information. I've passed this information along to another apartment that will investigate this charge for you and will contact you in the next 48 hours through the card holder's email address.
---------------------------------------UNKNOWNCHARGES(CANNOTFINDIT)-----------------------------------------
I'm still unable to locate the transaction after following every single step in the Fraud Escalation Guidelines page in Guide, so take the following actions: Change the “Brand” to GrubHub, put the diner's email address in the requester field and send the Macro titled “Please Check Info, then submit the ticket as “Solved”
----------------------------------UNKNOWNCHARGES(TRANSACTIONDECLINED)--------------------------------------
Hello NAME. ​ ​

Thank you for reaching out to us! We're sorry to hear that you have an unrecognized charge on your statement. We take this very seriously and know how concerning this is. We looked into this further for you and found that there are 4 transactions that were declined, and these orders were tried to be placed using your Grubhub account.

It could be a possibility you provided a family member or a friend with a one time use of the account, and they never removed your account's information from their device, and once it came time to process the order, your payment information was processed using your account.

We have removed the payment information from this account.

If you are unaware of who could have accessed your account, we ask that you please change your password as soon as possible.

Since this 4 transactions were declined, the refund will be reflected on your bank statement in one of two ways:

1.) As a VOID, which will completely cancel out the original transaction. In these cases, the transaction will disappear entirely from your statement.

2.) As a CREDIT, which will apply a line item to your statement showing a credit from GrubHub for the full amount of the order.

It can take up to 5 business days for your bank to update the transaction. Please contact us if you have any further questions or concerns or if you don’t see your refund in the next few days.

We sincerely apologize for the inconvenience!

If you have any other questions or concerns, please feel free to respond back to this email.

Sincerely,

Hugo​
Grubhub​ Customer Experience Team
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-------------------------------------5+BUSSINESSDAYSNOREFUND---------------------------------------------
-------------------------------------Diner Charges/Account Question Disposition-----------------------------------
- "5+BUSSINESSDAYSNOREFUND1" - Thank you for bringing this issue to my attention. I'm so sorry to hear that you haven’t receive your refund, I understand this might've been difficult for you. May I ask when this order that was adjusted was placed and what is the restaurant's name?
- "5+BUSSINESSDAYSNOREFUND2" - Was this the order placed through our platform at the restaurant name RESTAURANT on DATE?
- "5+BUSSINESSDAYSNOREFUND3" - I confirm this refund for $AMOUNT was made on our end more than 5 business days ago. To investigate this charge on our end, can you please give me the first 6 and last 4 digits of the card that you used to pay for this order?
- "5+BUSSINESSDAYSNOREFUND5" - I'm afraid this is the only way to investigate this refund.
- "5+BUSSINESSDAYSNOREFUND(VOIDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been voided. We've sent you a refund confirmation email with the transaction showing as voided. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
- "5+BUSSINESSDAYSNOREFUND(REFUNDED)5" - I'm really sorry you've dealt with this, I can understand how disappointing this can be for you. I'm afraid the system is showing that the transactions has already been refunded. We've sent you a refund confirmation email with the transaction showing as refunded. Unfortunately from our end we are not further able to assist you with this, we recommend you contacting your financial institution for further assistance with this refund.
- "5+BUSSINESSDAYSNOREFUND(NOTIMELINEHASPASSED)" - I can confirm that your order was adjusted on DATE. We've processed the refund on our end for $AMOUNT after taxes, and your bank has it from here. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this. Please allow the full five business days to get this refund, if you don't see it at the end of the fifth business day please let us know so we can investigate this charge for you.
- "5+BUSSINESSDAYSNOREFUND(NOTIMELINEHASPASSED)" - I can confirm that your order was canceled on DATE. We've voided the charge in the amount of $XX on our end, so you may see this charge removed from your statement, instead of appearing as a credit. Some financial institutions can take up to 5 business days to process a refund. Unfortunately, we don't have visibility into their timeline, so we recommend contacting them if you have additional questions on this. Please allow the full five business days to get this refund, if you don't see it at the end of the fifth business day please let us know so we can investigate this charge for you.
------------------------------SUSPECTEDPOLICYABUSEANDCLEARPOLICYABUSE(SPA&CPA)----------------------------
We are sorry this happened. We will reach out to the restaurant. You may also want to contact the restaurant directly to share your experience or concerns.
------------
Zopim was not letting me send the messages, they were sent until after 2 minutes, it was just loading but not being sent.
---------------------------------Resolving Suspected Fraud-[GRUBHUB]---------------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Thank you for holding, I looked further into your account and noticed that you have received an unusual number of refunds and Free Grub on recent orders. Due to this, our system is not allowing me to process this refund, neither provide you with any new Free Grub code. I do apologize.
I can assure you that we will work on this to prevent this from happening again on the future with you and other customers as well.
At the moment, is there anything else I can do for you?↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑↑
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Suspected policy abuse detected banner on the diner's account - The customer had already contacted us before and since we detected an abuser behavior the ticket was escalated to the Policy Abuse Taskforce, the following ticket is still open so I denied any adjustment and any concession. In this case the diner has CANCELATIONS cancelations and REFUNDS refunds according to the diner's profile here:
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Suspected policy abuse detected banner on the diner's account - Escalate to Policy abuse taskforce per new policy; 3 or more refunds/cancellations for issues after receiving the order. In this case the diner has CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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Suspected policy abuse detected banner on the diner's account - Escalate to Policy abuse taskforce because this case the diner has a total of ORDERS orders, CANCELATIONS cancelations and REFUNDS refunds for issues after receiving the order. There is a new request:
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---------------------------------Resolving Suspected Fraud-[SEAMLESS]---------------------------------------------
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I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Thank you for holding, I looked further into your account and noticed that you have received an unusual number of refunds and Seamless Cash on recent orders. Due to this, our system is not allowing me to process this refund, neither provide you with any new Seamless Cash code. I do apologize.
I can assure you that we will work on this to prevent this from happening again on the future with you and other customers as well.
At the moment, is there anything else I can do for you?
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---------------------------------------------------
- "MORE(2)" - We deeply apologize that we cannot offer you a resolution in this moment. I understand how upsetting this situation can be. Our system has detected unusual activity on our platform, or during contact with Grubhub, because of this, I'm unable to offer a refund or a Free Grub code for this situation. I really do apologize.
- "MORE(3)" - I completely understand this is not the experience you were expecting from our service and I understand how disappointing this situation can be. We've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request. I deeply apologize.
- "MORE(4)" - I completely understand how frustrating this can be and I deeply apologize for the inconvenience this may have caused you. We're not able to offer a refund or a Free Grub code for this situation. We are not able to offer additional support for this matter. I really do apologize.
- "MORE(REQUESTSFOLLOWUP)" - I´ll be documenting your request, however in this situation we won´t be able to offer a follow up. I really do apologize. I understand it's quite a frustrating experience to go through.
- "MORE(HOWWILLIBECONTACTED?)" - I´ll be documenting your request, however in this situation we won´t be able to offer a follow up. I really do apologize. I understand it's quite a frustrating experience to go through.
- "MORE(TIMEFRAME)" - Since we don´t offer follow up, we don´t have a time frame to provide. I really do apologize for the issues, I understand it's quite a frustrating experience to go through.
- "MORE(REQUESTSFOLLOWUP-WHYNOT?)" - Since we've been alerted to behavior on our platform and we detected multiple adjustments on your account, due to this we are not able to proceed with your request. I truly apologize for this inconvenience, I totally understand the disappointment of the situation.
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- "MORE(NOTMYFAULT)" - I apologize for the confusion. I'm not saying this is your fault. Please accept our sincere apologies for such a trouble we've put you through. I understand we have failed to met your expectations with the poor service we have provided you today. We keep working to improve our service.
As a customer myself, I do understand how disappointing and upsetting this situation must be.
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- "MORE(PICTURE)" - I really do apologize for the issues, I understand it's quite a frustrating experience to go through. I'm afraid that pictures as a proof of the reported issue won't make any difference in the system which does not allow us to offer additional support for this matter. I really do apologize.
- "MORE(PICTURE)" - I've sent you an email to EMAILADDRESS. Please reply back with the picture attached to the email so I can add it to your ticket notes.
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Hello, Grubhub here!
Please attach the picture to this email and reply back.
Thank you, Hugo B.
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- "MORE(HOWLONG)?" - I apologize for the issues, I understand it's quite a frustrating experience to go through. I am afraid that the time it will take for the system to remove this hold from your account is information that does not appear in the system, and unfortunately, we do not have any tool to get this information for you. I really do apologize for this.
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- "MORE(CONTACTBANK)" - I totally get that you would like to get a refund for the order now, so I recommend you to contact your financial institution about this to see if you can dispute the charge with them. I understand how disappointing this situation can be. I deeply apologize.
- "MORE(CONTACTBANK)2" - I'm afraid that I do not have any kind information about how your bank procedures work. You can call them for further assistance into that. I understand how upsetting this must be for you and I do apologize for the troubles caused.
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- "MORE(PREVIOUSPOLICY)" - I'm really sorry you've dealt with this, I can understand how upsetting this can be for you. I'm afraid we no longer escalate the investigations to an internal team to review your account. I deeply apologize.
- "MORE(PREVIOUSPOLICY)" - I do see where you are coming from on this. I can't imagine how disappointing this has been overall. I'm afraid that our internal policies have changed. I really do apologize.
----------------------------------------------------
- I deeply apologize for the whole situation. I understand how upsetting this situation can be. I appreciate that you let us know what happened.
- We truly apologize this has happened, we understand how frustrating this is. We will reach out to the restaurant to report the issue you had with you order and in this way we can prevent this from happening again in the future. You may also want to contact the restaurant directly to share your experience or concerns.
- I understand how disappointing this situation can be.
- I understand your position, I would feel the same way. I know how frustrating this can be and I apologize for that.
- I understand how disappointing this situation can be and I sincerely apologize for the experience.
- I truly apologize for this inconvenience, I totally understand the disappointment of the situation, I would feel the same way.
- I understand what you are going through.
- If I were in your position, I’d feel just as you do.
- We understand this might be difficult for you, this is definitely not the experience we want for you.
- I deeply apologize you have to deal with this situation. Believe me, myself as a customer I can understand the disappointment of this.
--------------------------------YA NO SE USA?---------------------
- "MORE(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
- "MORE(ALREADYESCALATED)" - I understand how frustrating it must be to wait this long for a resolution. Since it is an internal team we do not have their contact information, but your escalation has been internally sent already.
- "MORE(ALREADYESCALATED)" - I apologize for the issues, I understand it's quite a frustrating experience to go through. I can see our team is still working on your case, this specialized team will review your account and will contact you in case they need to. This investigations are done internally so we do not have a specific response time-line to get this resolved.
- "MORE(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. I'm afraid this investigations are done internally so we do not have a specific response time-line to get this resolved. Also, this team has a long queue of escalation to take care of, so they try to get back to everyone as soon as possible. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and will provide a resolution as soon as possible.
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- "MORE(ALREADYESCALATED)" - I apologize for the time you've had to wait. I understand your frustration at waiting for a response about the issue. I'm afraid we do not have any tool to expedite your request. I do apologize, our team is working on your case and this specialized team will review your account and will contact you in case they need to.
- "MORE(ALREADYESCALATED)" - I understand how frustrating it must be to wait this long for a resolution. Since it is an internal team we do not have their contact information, but your escalation has been internally sent already.
- "MORE(ESCALATE)" - I'm sorry for the whole situation. I understand it's quite a frustrating experience to go through. Unfortunately, at the moment we won't be able to make any adjustments but we're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you. This situations are resolved by a specialized team, we do not have access into their resolution time-frame but this situation will be handled. We will need to be patient and wait.
- "MORE(ESCALATE)2" - I'm really sorry you've dealt with this, I can understand how upsetting this can be for you. I will escalate this to a specialized team which will review your account and will contact you in case they need to. This investigations are done internally so we do not have a specific response time-line to get this resolved.
- "MORE(ESCALATE)3" - I know this has been frustrating for you and for the inconvenience this may cause you. Unfortunately, at the moment we won't be able to make any adjustments to the account but I do see here that our specialized team is working on this so we can offer you the best resolution possible. This type of investigations are done internally on our end, but if there's anything we need to reach out to you for, be assured we will contact you.
---------------------------------------Conversationisgoingincircles(/1003)----------------------------------
- "1" - Thanks for waiting. I deeply apologize for the whole situation. I appreciate that you let us know what happened. Unfortunately, at the moment we won't be able to make any adjustments but we're going to escalate the situation so we can offer you the best resolution possible. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, but if there's anything we need to reach out to you for, be assured we will contact you.
- "1" - We truly apologize this has happened, we understand how frustrating this is. We will reach out to the restaurant to report the issue you had with you order and in this way we can prevent this from happening again in the future. You may also want to contact the restaurant directly to share your experience or concerns. Unfortunately, we will not be able to process any adjustments in your account at the time but we will escalate this to an specialist team that will review this for you to determine the best resolution.
- "1" - I will send this to an specialist team right now so it can be reviewed. This type of investigations are done internally on our end so we don't have a estimated time on when this will be reviewed, but if there's anything we need to reach out to you for, be assured we will contact you via email. I sincerely apologize for the trouble this may have caused you.
- "1" - I understand your position, I would feel the same way. I know how frustrating this can be and I apologize for that. Since this investigation is done internally on our end, we don't have a specific time frame on when this will be resolved, if there's anything we need to reach out to you for, be assured we will contact you.
- "1" - I totally get that you would like to get a refund for the order now, so I recommend you to contact your financial institution about this to see if you can dispute the charge with them. On our side, since we're unable to process it, we will send this to a specialist team that will review this for you. This is done internally so we don't have a direct contact number and we don't have a specific time frame on when this will be reviewed. We will reach out to you in case we need to.
- "1" - I totally understand and I sincerely apologize for the experience. We don't have a time frame on when this will be reviewed but we will let you know once the investigation is finished.
- "1" - I completely understand how frustrating this can be and I deeply apologize for the inconvenience this may have caused you. At the moment, we will not be able to process any adjustments in your account. This is the reason why I'm sending this to an specialist team that will review the issue for you to provide you the best resolution possible.
- "1" - I completely understand this is not the experience you were expecting from our service. In order for us to solve the issue, we need to escalate this to the appropriate department. Unfortunately, this cannot be solved immediately, since we need to review the situation meticulously to offer you the best resolution that we can. We don't have an exact time frame for the resolution, but it can take a few days. If we need more information in order to solve it, be sure we'll contact you through email.
- "1" - Unfortunately, this can take a few days. If you don't hear from us in the next few days you can feel free to reach out again by chat or by calling us.
- "1" - We deeply apologize that we cannot offer you a resolution in this moment I will make sure to escalate this as an urgent matter so we can have the resolution as soon as possible.
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