Purchase protection from debit cards?

monty77

Hi all,

Currently involved in a dispute with a shop and looking for ways to apply pressure to get the refund I'm due. I paid with a Visa debit card.

The bank has told me that as it's not a credit card I'm not protected in any way however I found this article that states the contrary:

http://news.bbc.co.uk/1/hi/programmes/working_lunch/4082599.stm

Anybody know for sure who is right? And who should I contact to put such a claim in progress it the standard customer service people aren't aware of such protection? The issuing bank is CoOp if that's of any bearing.

Thanks!
Monty

hippey

What sort of dispute is it?

You may or may not be covered by Visa

apt

If the goods have been supplied and the shop is still trading I don't think you will have much luck with chargeback. Your legal rights are against the retailer and the bank is not jointly liable for these rights against the retailer as it would be for credit card purchases over £100. Your route is through the shop's complaints proceedure and, if your not satisfied with the results and you think you have a good case, through a small claims action.

savagej

The article from the BBC is correct.

Try googling visa chargeback and you will get more info, I would then raise it with the co-op fraud department.

You can get their direct dial number by searching co-op on www.saynoto0870.com

monty77

Thanks for the replies.

The shop is still trading however they supplied us with a wedding ring that didn't bear a hallmark, we rejected the ring and asked for a refund on the grounds that the goods were not fit for sale - they've so far refused and we're in the process of exchanging letters, moving towards small claims court as a last resort.

I've been in touch with consumer direct but unfortunately although there's a clear breach of the sale of goods act (and hallmarking act although they've come up with an excuse for the lack of hallmark) there is little they can do except advise me to go through the small claims process.

The whole thing is deeply upsetting, not exactly creating happy memories of the wedding ring purchase!

Cheers,
Monty

savagej

I think the Co-op need to follow through on one of these:-

VISA CHARGEBACK REASON CODE 53

Description

Not as Described or Defective

Goods or services received were not as described on the transaction receipt or other documentation presented to the cardholder or, if a Mail/Phone Order or on-line purchase, as described by the merchant. Or, the merchandise was received damaged, defective or otherwise unsuitable for the purpose sold.

Cardholder must attempt to return the merchandise or resolve the dispute before contacting his bank.

A detailed written rebuttal addressing the cardholder’s claim (point by point) and any supporting documentation to prove the case. Rebuttal must address what steps were taken to resolve the complaint before it became a chargeback

monty77

Spoke to CoOp and was given an address for the disputes team when I quoted the chargeback reason 53 stuff - thanks!

Couldn't get a phone number out of them though, anyone got one or know how I could get it? Writing a letter might take weeks and we really need to get this sorted so we can replace the ring

Cheers,
Monty

savagej

01695 555823 or 0845 6020139,. they should know the entire chargeback procedure. Good luck.

monty77

savagej wrote: »

01695 555823 or 0845 6020139,. they should know the entire chargeback procedure. Good luck.

Thanks again .. lovely lady in that department said I still have to write though, never mind.

Cheers,
Monty

monty77

Finally got a response .... says that as the transaction was made by Chip & PIN they're unable to help me.

What has Chip and PIN got to do with anything?!?!

Thanks
Monty

rb10

Sounds like they think it's a fraud case. Saying it was made by Chip and Pin means whoever made the transaction had the PIN, i.e. was you, or you'd told someone else your PIN. I think they've misunderstood you.