Your customer service will be your undoing

I am appalled by the incompetence I've encountered. On the 12th, I requested a transaction reversal and a ***** investigation was opened. I was promised feedback within 5 business days. After no update, I called on the 17th and was rudely told it's a 7-day SLA. I called again on the 21st, clearly outside the SLA, and was assured a callback. On the 22nd, after holding for 20+ minutes, I was finally informed the request was declined—with no reason given. I would not have known this if I hadn’t followed up myself.