I fought the bank... and I won

Usually I don't review my credit card statements with a fine toothed comb, but today for some reason I felt compelled to look at my statement a little bit closer and what do I find? A charge at the very end of $10 for the "Payment Protector". "What the heck is payment protector?" I wonder to myself. I do a little checking of my last 2 statements and find that this "Payment Protector" has been helping him/her self to little chunks of money in my account for the last 3 months.

I pick up the phone, intent on calling this "Payment Protector" and finding out when exactly I gave this "Protector" the right to protect me and deduct money from my account whenever he/she felt fit.

My call with Chase went something like the following:

Call #1...after verifying my mothers maiden name:

Chase: "How can I help you today Mr. Amara.... bossay?"
Me: " Hi Cheryl, I've been getting charged for something called Payment Protector for the last 3 months. Is this one of those programs Chase always tries to get me enrolled in, but I say no to?"
Chase: "Yes sir, this is one of THOSE programs. Are you dissatisfied with it?"
Me: "Umm...Well, I don't think my satisfaction is the issue here. It's really about the fact that I never wanted to enroll in the program and was enrolled anyway AND was charged for it. I want out of the program and I want these charges credited back to my account."
Chase: "Oh I see sir. Well since your dissatisfied with the program we can credit you the last month back, but you'll need to speak with one of our Payment Protector specialists about getting the rest of the money back. Let me see if I can get us all on a call here together, can you hold on?"
Me: Annoyed because shes obviously not listening to me... "Ok".

Five minutes go by... I listen to the same flute tune that I've heard from just about every other credit card customer service line I've called. It seems like its supposed to wisk you away to a never never land of dancing dwarves that make you forget your payment protecting woes. No matter when they put you on hold it always starts at the same point too... like someone has done a study on this and reducing anger levels. After five minutes I've not only exhausted my time with the dancing dwarves in la la land but I'm wondering "Where did Cheryl go?"... Suddenly a ring... "Finally, here we go"...

Mysterious Voice of a man: "Payment Protector. Can I verify your Name and Address sir?"

Me: Pausing... (waiting for Cheryl to hop in and tell the payment protector whats going on.)

Mysterious Voice: "Hello?"

Me: "Umm yes, I was just on the line with Cheryl from Chase and I have these charges on my account from you guys and I don't ever recall agreeing to be in this program. I want to unenroll and have the charges refunded."

Payment Protector: "Sorry to hear that your not satisfied with the program sir, I'll go ahead and cancel your protection, however its a great value if you ever become disabled..."

Me: "I've heard the sales pitch about 5 times, I'm really not interested".

Payment Protector:"Ok sir, we can't however refund the charges since you were enrolled in the program."

Me: Dumbfounded at what I'm hearing.. "Wait a second, I didn't enroll IN THE PROGRAM."Payment Protector:"We need to open an investigation then, it will take 4-6 weeks."

Me: Really annoyed now.."Do it, will I receive a written response as to the results of your investigation?".

Payment Protector:"Right."

Me: "That was a question"Payment Protector:"Yeah umm.. sure sir you will, anything else I can do for you?"

Me: "Nope, thanks bye".
So ends phone call #1. I feel bewildered and annoyed... I do a little research on the Net about the Payment Protector from Chase and find that a number of other people have been hit with these charges without verification...Something seems really fishy, so I call back Chase again.

Call #2- Same flute music... same timing... does anyone ever tell these guys that even good music can be "played out?!". Anyone remember the Coolio Song "Gangstas Paradise"? I digress.. on to the phone call. Mothers maiden name verified again...

Me: I explain to the rep that I don't feel comfortable with the cancellation investigation. I want to place a block on these charges going forward.

Rep: Oh thats not needed sir, they won't charge you if you've cancelled.Me: I understand that, but they've obviously erred before, what prevents them from doing it again.

Rep: "Well sir..."
So continues a 5 minute back and forth between me and the agent about the viability of what I'm suggesting. Suddenly... the agents speech staggers.

Rep: "Sir, can you hold please?"

Me: "OOOOK"

*Flute Music.... for another 5 minutes... by this time the dancing elves in my vision are all but lost to mechanical payment protecting terminators...

Rep: "Hello sir, I'm going to connect you with Andrew who's going to assist you further".Before I have a chance to say anything... LOUD and SOUTHERN CHARM armed Andrews on the line, he sounds like we've been best pals for years...

Andrew: "Hey Sir, I'm REALLY REALLY sorry for all this... How ya doin, I was talking to my supervisor. Can I confirm your name one last time... I'm REALLY SORRY ABOUT THIS."

Me: I give him my freakin' info for the fifth time.

Andrew: "Hey Sir, I realize whats happened and since its such a small amount I'm gonna meet ya on this and just refund you the full amount for the 3 months."

Me: Bewildered..."Oh really?"

Andrew: "Yes sir, we want you to be happy".

Me: "Hmm... Ok, can I have your full name?"

Everything from here was smooth. I got Andrews full name, I was promised a refund in the next billing cycle, Andrew apologized some more... but I hung up the phone wondering what happened that suddenly got me from an argument with the rep to a full refund?

Something tells me.. somebody looked up my file, looked for an authorization and found none... if the investigation had come back in my favor it would have opened them up to legal action... I prolly could've sued... class action style and made a bunch of money... so they refunded me... but thats just my theory... whats yours?