The easiest and quickest method of resolving your problem is to get
your Visa credit card service involved on your behalf in your dispute
with ScanSoft "OmniPage," (which hasn't responded within 30 days of
your payment to them).
The credit card services have a vested interest (pun intentional) is
assuring that you are "completely" satisfied with your Internet
purchases, or else the general public won't be enticed enough with the
Internet to charge more on their credit cards.
After a transaction is posted to your credit card, you have 60 days
after receiving your statement in which to begin a written dispute of
that transaction.
On the back of your Visa monthly statement is information about how to
dispute a transaction. You need to read that information.
All credit card disputes need to be done in writing via US Postal
Service.
Telephone calls and electronic communications (e-mail) do not preserve
your credit card rights under US law. Your billing rights are
preserved only by written inquiry in a timely manner.
The general procedure is:
1- Make two photocopies of your monthly statement, and highlight the
particular transaction you are disputing. (One copy is sent with a
cover letter to Visa, the other copy is for your records.)
2- Complete the "Customer Statement of Disputed Item" located on the
reverse side of your monthly statement. In your particlar case, your
dispute reason probably will be, "Although I did engage in the above
transaction, I have contacted the merchant for credit. The services
provided on MM/DD/YY were not received or were unsatisfactory. Attach
a letter describing the services expected, your attempts to resolve
with the merchant and a copy of your contract."
3- Mail your complaint ("Customer Statement of Disputed Item," and a
succinct cover letter) to Visa. They usually take a month to 1 1/2
months to resolve the dispute.
4- Keep a copy of all correspondence.
Provided that your dispute is clean and tidy, Visa and MasterCard have
a vested interest in siding with you. If you're not happy with your
Internet purchase, then Visa and MasterCard won't be happy either.
Visa and MasterCard "charge back" the merchant's account for the
amount of your disputed transaction, effectively hitting that merchant
in its pocketbook.
Visa and MasterCard get almost immediate (two to four weeks, in my
experiences)results from otherwise unresponsive merchants, much more
satisfactory results than complaining to the Better Business Bureau or
other groups.
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