Credit Card Dispute Process.....

piloti

I have a dispute with EGG re my Visa.
I thought the VISA / CC process was as follows :

1 : Contact Retailer [assume they don't resolve]
2 : Contract CC company
3 : CC company refund the disputed amount AND contact the retailer for resolution.
4 : CC gives retailer 90 days to response.
5 : Assume retailer agrees, consumer keeps money or...
6 : money reclaimed from consumer by CC company.

I have done 1 and 2.
EGG say they do not do 3 and go straight to 4.
Am I right or wrong.
Thanks.
Piloti.,

PS : EGG customer care REALLY stinks. The worst I have ever known.

skyrider007

It is up to them really. Some issuers refund you immediately following a report but others may require you to pay the disputed amount and refund it on conclusion of their investigation.