Transaction Problem

jazzy

I have a problem with an Abbey MBNA credit card.

I placed an internet order for a washing machine with John Lewis Co. I cancelled the order a few days later and I was promised a refund to my credit card within 10 days. The refund was not given, I telephoned Abbey to put the transaction under dispute and was advised not to make a payment for this particular item on my statement.

I received this month’s statement, still no refund from John Lewis and interest has also been charged for the item. I telephoned Abbey, they informed me that there was nothing they could do and I had too pay the interest!

I contacted John Lewis again who again promised me a refund within a few days?

Is it John Lewis at fault or Abbey surely if the item was in dispute, Abbey could have rejected the transaction?

Any advice please?

YorkshireBoy

jazzy wrote:

Is it John Lewis at fault or Abbey surely if the item was in dispute, Abbey could have rejected the transaction?

Any advice please?

You need to refer to your card's T&C's in this instance...

6 Using your account
...<snip>...
6d You cannot stop a card purchase, cash transaction or balance transfer after it has been made.
...<snip>...
6i We will refund a transaction only when we are satisfied that a refund is due.

https://wwwn.applyonlinenow.com/UKCCapp/Ctl/link?eid=DE767C25

Condition 6d unfortunatley means you will have to pay (your card provider) for the goods if the refund is not made (and cleared) before your statement is produced.

Condition 6i would seem to indicate that they are prepared to give the retailer reasonable time to refund your account before intervening.

So, in summary, your complaint should be directed at the retailer. However, and pre-empting your next question, I suspect the retailer will only refund the purchase price paid - not the interest you have subsequently incurred.

grumbler

In the same situation I disputed the transaction with the CC compmany (MBNA) and paid balance in full. I was asked to write a letter to the billing department end enclose copies of correspondence with the seller, some proof that order was cancelled and I am eligible for refund under seller's T&C. Later MBNA made a refund.

jazzy wrote:

I telephoned Abbey to put the transaction under dispute and was advised not to make a payment for this particular item on my statement.

I think this was a wrong advice. You can complain, although in this case it is worth having a note about the date and the time of the phone call and the person you spoke to.

The following is my letter to MBNA:

Billing Enquiries
MBNA Europe Bank Ltd
PO Box 1441
Chester Business Park
Wrexham Road
Chester CH4 9ZE

17 Jan. 2005


Dear Sir or Madam:


Account Number **** **** **** ****


22 Dec. 2005 my wife ****, second cardholder, booked online a taxi from Rome Ciampino Airport at http://www.rome-airport-shuttle.com/. Booking was for 26/12/2005 at 23:30 and for 30/12/2005. The amount £110.08 was debited from my account (Transaction Date 22/12, Posting Date 24/12, Description ‘WWW.TRAVEL-TO-ITALY.CO ROMA’).
On December the 23d at 21:00 she cancelled the booking more than 72 hours prior to the date of arrival. Next day she received e-mail with confirmation of cancellation. As the company cancellation policy is 72 hours (http://www.rome-airport-shuttle.com/formulaire.php) she was eligible for full refund.
The company promised to refund the money in the original e-mail and- after a reminder - in the e-mail dated 04 January 2006 (enclosed). However, the money has not been refunded and the company has not replied to our further e-mails (the last one dated 12/01 is enclosed).

Could you, please, charge back the above company and refund me with the above amount?


Yours sincerely,


****

HTH

jazzy

grumbler wrote:

Later MBNA made a refund.
HTH

Thank you for your reply.
Please could you inform me if the refund you received was just a credit to your account or a cheque refund? If it was a cheque refund I will probably take this avenue. I do not use this account often, therefore I do not want the money tied up by just sitting in the account.

grumbler

jazzy wrote:

Please could you inform me if the refund you received was just a credit to your account or a cheque refund?

It was a credit to my account and a letter from MBNA a few days later.