zeydsecond: Everyone has an opinion over here.
Let's say, fine, that stupid whoever he was committed the crime but the main points in here are mainly how's that customer can get her dollars back; who's the real culprit and how's that guy will be reprimanded; investigations of the bank, & merchant involve; and what we can do to have a safer transaction with merchants regardless of the location of people we are dealing with (call centre staffs).
Well the problem is twofold. First, there is getting the money back. The credit card company should be able to do a reverse on the transaction.
Second, there is minimising risk. It's annoying when fraud is commited on your card. In the same way that you may not trust giving your credit card to a cheap restaurant with lots of immigrant workers, you shouldn't trust your credit card to some random call centre in a third world country. It's not as bad for technical support- but usually financial matters are handlded locally by any but the most cost-cutting companies. I don't know how it works legally, but I'm assuming going to the police wouldn't get very far. In this country fraud is a pretty big thing, but in some less developed countries it's kind of "normal" - which is one of the reasons some companies block some asian countries from doing credit card payments over the internet.
It's reasonable to expect that when you ring a New Zealand number that you are advised when calls are being forwarded around the world. But as far as I'm aware it's not completely obvious if you're talking to someone in New Zealand or not. And if Telstraclear are really forwarding calls over bill matters to third world countries it's showing that they don't care about service, or being safe at all, and are just trying to work around things like minimum wage in New Zealand.
A lot of people don't like to buy from sweat shops, like fair trade products etc, but don't want to pay the premium that these products have. But Telstraclear isn't exactly cheap. They're just trying to extract maximum profit. So my recommendation would be to stay away from them. Even companies like Slingshot have NZ'ers answering the phones and can still manage to have cheap prices.
If people vote with their feet and publicise such things then maybe a push for NZ owned and operated companies for services companies such as Telstraclear are really needed. It has been done on products successfully in the past, but a lot of people don't seem to realise that some services companies push work offshore too.
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