[yejieyes]

did you contact support at first through live chat or what?

[BetterThings2]

So the team that my case was escalated to, thanked me for sending them the PR, but ended up telling me to take the issue up with my bank. 

That's complete nonsense.

A PR Is part of their Investigation to move forward with the claim, so why would they request the report If they have no Intention to pursue It? Tell them you'd like your claim be reviewed by another team member.

This part may be the make or break part of the case. Should be about another day or two before they resolve my case. Also just to add, the supervisor mentioned if the higher ups dont approve it, that I should file a chargeback and that they would note on their files that I was told to issue a chargeback. Which could work since why would a bank side with the merchant when said merchant told me to do it.

[mothered]

the supervisor mentioned if the higher ups dont approve it

If that's the case, ask them to justify their decision to decline your claim.

Depending on their response, you may be able to take It even further with their Investigation team.

that I should file a chargeback and that they would note on their files that I was told to issue a chargeback.  Which could work since why would a bank side with the merchant when said merchant told me to do it.

Precisely.

Given they're suggesting to file a chargeback, It's an Indirect admission of siding with the buyer - yourself. Be sure to keep a copy of all communications.

[convector]

Given they're suggesting to file a chargeback, It's an Indirect admission of siding with the buyer - yourself. Be sure to keep a copy of all communications.

I second this, most social engineers tend to forget to keep all communications, receipts, emails and whatsoever at their arsenal. I made this mistake back then but I escaped using drama that I feel like I am being harassed or being taken advantage of by the CSR.

Always keep a text editor or notes beside you whenever you make a call or you have a conversation with CSRs or supervisors. Also take note to take screenshots otherwise they may use it against you.

[mothered]

Always keep a text editor or notes beside you whenever you make a call or you have a conversation with CSRs or supervisors. Also take note to take screenshots otherwise they may use it against you.

^ This.

Where possible, also record the phone conversation.

[BetterThings2]

I have an update guys. Pretty much I'm screwed. The "investigative team" refuses to even aknowledge I even exist and are clearing ignoring me in hopes I give up. I jumped through every hoop, escalations that go nowhere, reps lying their asses off, refusing to even give me an agent number. And on the off chance I get in touch with a supervisor they just say "take it up with your bank" when I said I'm going to record this conversation (I have to ask permission where I live" they just hung up. So I guess I have no choice but to go through my bank in the future. Will let you all know if I do or not. Also being persistent only works if they don't actively ignore and lie to you.

[ConcernedCitizen]

I have an update guys.  Pretty much I'm screwed.  The "investigative team" refuses to even aknowledge I even exist and are clearing ignoring me in hopes I give up.  I jumped through every hoop, escalations that go nowhere, reps lying their asses off, refusing to even give me an agent number.  And on the off chance I get in touch with a supervisor they just say "take it up with your bank"  when I said I'm going to record this conversation (I have to ask permission where I live"  they just hung up.  So I guess I have no choice but to go through my bank in the future.  Will let you all know if I do or not.  Also being persistent only works if they don't actively ignore and lie to you.

Ignoring you or not, they need a reason to decline your claim, which didn't occur. Before they decline, all them why and what their reason for considering declination.

Escalate to a senior level or higher tier if necessary. What they believe happened isn't necessarily what happened. That's a logical failure on their part. You can always try your bank, if you're not savvy enough with escalation.

[mothered]

The "investigative team" refuses to even aknowledge I even exist and are clearing ignoring me in hopes I give up. 
refusing to even give me an agent number.

It clearly demonstrates poor customer service, and failing to comply with protocol.

Ask them for their assessment report that states the reason(s) why your claim was declined, and do not accept their response of a chargeback with your bank. That's an external and separate entity, which has no relevance whatsoever when your claim was evaluated by their escalation team.

Also being persistent only works if they don't actively ignore and lie to you.

It works when you don't actively Ignore them and lie to them.

Push them to breaking point.

[BetterThings2]

They did another escalation, which is different from the previous ones they did. So I will patient in determining the outcome.

[mothered]

They did another escalation

And so they should.

You've complied with every request (PR Included), only to be thrown from one rep to another and ultimately told to deal with It yourself via a chargeback. That's not how claims are assessed, nor how customers are treated.