This "bank" doesn't follow the Visa dispute procedures
This "bank" does not follow the terms of their contract with Visa regarding dispute resolution procedures. They do not fulfill their promises to contact you back.
When I first called on August 23, 2023, to dispute a transaction for "significantly not as described" (a reason for Paypal/Venmo disputes), the phone rep told me to expect an email from them. I didn't get an email, so I called about a week later and was told the same thing. I still never received an email, nor any further instructions on where / how to submit documentation. Meanwhile my credit union had mailed me a letter with very specific documentation requests, along with a fax number and a deadline, for my disputes of other transactions with this same merchant. Notably, as of this writing on October 12, 2023, my credit union is still investigating my disputes with them (which were on my Visa debit card).
Then I got an email from Credit One on September 25, 2023, saying the dispute was closed because the transaction was authorized. I never disputed that I had authorized the transaction, I disputed that the services provided were Significantly Not As Described. Turns out that is covered under Condition 13.3 of the Visa merchant agreement, "Not as Described or Defective Merchandise / Services" = basically the same thing as Significantly Not As Described.
So I called again, that time the phone rep told me to upload my documentation to their website, and guided me to where that should have happened - but the website is broken. I couldn't upload documents on multiple browsers, neither on Windows, Mac, nor Linux - and I'm a software engineer. (As of this writing on October 12, 2023, the website is still broken; whenever you try to upload dispute documents it says "We were unable to process your request. Please try again later.") So the rep had me email my 30 pages of documentation. My Gmail read receipt tracker showed that my email was opened twice.
Then, less than 24 hours later, they closed the dispute again, saying the transaction was authorized. They clearly never reviewed my 30 pages of documentation. So I called again on September 27, 2023, and was told that they would review my dispute, and that someone from their corporate office in Las Vegas would be calling me (because their customer services phone reps are overseas, which would be fine if those reps were doing their jobs; they are not). No one from Las Vegas ever called me. Meanwhile now my card is over the limit because they've reversed the provisional credit and never investigated my dispute claims. I imagine they'll be reporting to the credit bureaus that I'm over the limit, even though that is fully their fault.
On October 4, 2023, I tweeted at them, and they asked me to direct message them on Twitter, which I did. The person answering the messages on Twitter, claiming their name was Susan, replied with a bunch of rote copy/pasted answers. She promised me that someone would be calling me, "A representative from our Fraud Department will assist you further"; no one ever called me. So I wrote again the folowing day, and the person who is supposedly Susan said "We're working hard to resolve your concerns and will contact you with an update as soon as possible." When I hadn't gotten a response, I messaged again, and supposedly Susan copy/pasted that exact same response. Then on October 10, 2023, I messaged again, and this time it was supposedly Kim, saying "Thank you for reaching out to us. How can we assist you at this time?" Then when I told her to scroll back and read my detailed message about the fact that they're not following the proper dispute process, she copy/pasted instructions for how to file a dispute.
So I called today, October 12, 2023, and was given the run-around again. Supposedly someone from Vegas is calling me tomorrow but I'm not hopeful that this "bank" will follow through on its promises, especially given that they don't follow through on the terms of their contract with Visa.
Stay far, far away from this excuse for a bank.