Have a customer who disputed a 981.00 charge from DirectTv. We submited the dispute. The customer has received a partial refund in the amount of 325.00 with a promise of 250.00 more to come. When I give the provisional credit will I give the full 981.00, or the amount less the 325.00 she has already received? Thank you for the help

The customer does not get to benefit twice by filing a dispute with the bank and DirecTv. Issue the provisional credit for $656.00. If the $250.00 shows up after you provide the provisional credit, you may send the customer a letter indicating that you are reversing the duplicate credit and continuing to investigate the remaining $406.00.

Thank you for confirming my thoughts.

I have a question on this same dispute. I gave the provisional credit for $656.00 which made sense at the time. The customer has brought in their statement from DireTV showing both credits for 98l.00 and 325.00. Should I go ahead and give them the remaining bal of the dispute based on their statement?

If Direct TV is giving them 'partial refunds' obviously they feel the customer is responsible for some portion of the charge. I would reverse my provision credit of $656.00 and tell the customer that they need to deal directly with Direct TV for any other refunds. Appears to me he has already been over-refunded by Direct TV and certainly is not due any more from you.

Agreed. If DirecTv has provided $1,306.00 in refunds on a $981.00 dispute, the customer has been made whole and then some by the merchant. You can send the customer a letter advising that you are reversing the duplicate credit of $656.00 and that you are closing your investigation.