I imagine it has something to do with the "level" of credit card you have. My card is fairly high end; nothing in the $500,000 per year solid gold card league, but definitely not in the "sign up for this card and get a free pizza" type either.
The customer service has been outstanding. I've never spent a minute on hold, and of the three disputes I've had (one identity theft, one double charge, one true merchant dispute) they've canceled the charge in seconds without question. I received a confirmation letter in the mail about a week later and that was the end of it each time. It's been a completely different experience than when I had a "free pizza" card.
That's how the chargeback process works with all Visa and MasterCard cards. The money is returned to you immediately, the chargeback notice is sent to the merchant, and they have 10 business days to respond. If they don't respond, or the banks decide in your favor after reading their response, you keep the money. Otherwise, the charge can be re-applied weeks after you initially got your money back.
The customer service has been outstanding. I've never spent a minute on hold, and of the three disputes I've had (one identity theft, one double charge, one true merchant dispute) they've canceled the charge in seconds without question. I received a confirmation letter in the mail about a week later and that was the end of it each time. It's been a completely different experience than when I had a "free pizza" card.