Credit Card dispute

r.kermali99

Hi

A few months ago, my mum bought some stuff over the phone with her credit card. When the package arrived, we decided we didn't want it. So we called the merchant, and told them we want a refund. They agreed, and we sent the package back.

They have not refunded us the money, and the credit card company is saying that because we gave them the credit card details, they can't help us out.

I thought credit card companies are equally liable as stipulated in section 75 if im not mistaken for transactions over the value of 100 pounds (as it was in this case). What are the options? We don't have the goods, and we don't have our money!

Any assistance in this matter will be greatly appreciated! Thanks.

dmg24

Is the retailer saying that they will not refund the money?

r.kermali99

the merchant seems to have gone bust or something...they said they would refund the money when we sent the item back, but since we've sent it, they've not refunded us anything. we sent it by special delivery, and im not sure if they have accepted the package or not...this may have been some sort of scam.

we dont really know what to do next.

DesG

First things first, check on the royal mail website if it was signed for.

Second phone your credit card company and tell them they are jointly liable under Section 75 of the CCA and you would like a copy of their official complaints procedure as they have failed to act reasonably.

Take it from there.

Cheers, Des.

r.kermali99

No they didnt sign for it. Does this have any bearing on my claim?

I will get straight on the case tomorrow. Thank Des.

DesG

r.kermali99 wrote: »

No they didnt sign for it. Does this have any bearing on my claim?

I will get straight on the case tomorrow. Thank Des.

It was just to have a complete picture. If it hasn't been signed for it should be returned to you by RM. How long ago was it sent? Get onto RM about it also.

Does having it not signed for affect the CC's liability, no. You have exercised your rights under the Distance Selling Regulations I presume?

Cheers, Des.

r.kermali99

More informatioin from my mum...the company was operating in america, and so we had to send the item back to america. The tracking information for the parcel still shows the parcel has not been picked up.

However, I don't think that it matters if the merchant is overseas or not.

Basically, they phoned to say she had been selected to purchase a discounted holiday to america, and her credit card details were required to confirm she could get the cheap price but was assured that no transaction would go through. The package they sent was details of the supposed deal, which we promptly returned expecting a refund.

I am pretty certain the credit card company should have refunded us without too much fuss, but it looks like they want a fight.