Natwest Chargeback 6 Months later

melavo

Natwest Debit Chargeback 6 months later
Hi, Im wondering if anyone can help me.
In July last year whilst in Egypt I paid for an excursion that was nearly £400. The trip was paid for in advance so we have a reciept. On the morning of the trip no one came to pick us up and we didnt go anywhere. At this point my debit card wasnt charged.
On our return home we found that the trip had been charged and contacted Natwest who put us through to visa chargeback. I recieved a fax which I filled in and faxed back disputing the charge and exactly why and was told by natwest a few days later that they had found in our favour and the monies were returned.
We thought that was the end of the matter until yesterday when the money (£371.07) was debited from our account leaving us without a penny.
After numerous calls to and from Natwest it emerges this chargeback as raised its head again as the merchant in Egypt has sent Visa a reciept (Of course there is a reciept the trip was paid for in advance) Visa Chargebacks have now said as the merchant advises that the reciept is only issued AFTER the trip. (It was in fact issued in the hotel lobby days before the trip) They have clawed the money back.
Natwest also advise me that they wrote to me in November advising of the recipet being produced but I never responded so they have taken their money.
I have told Natwest that the reciept was issued when the trip was booked (which is normal procedure here and abroad I feel), The natwest advisor continued to tell me that they can not arbitrate so can not take the case any further.
I told her that I feel that they have taken the Merchants side as he has had the money back.
Natwest said they will pass it to arbitration which can take 48 hours but theres no guarantee they`ll find in my favour. I also explained to her that I had no knowledge this case was still pending and that as far as I was aware it was closed as it was settled in our favour in Aug and its now Feb.
Can anyone help me or have I been ripped off and lost the best part of £400 ? I just dont know what to do.

benjus

I don't suppose the initial debit of the amount took you into overdraft...? If so, you might have a case for claiming Section 75 protection which is much stronger than chargeback protection (if possible, always use a credit card for this sort of thing - it's worth it just for the Section 75 protection).

Otherwise, take it as far as you can with Visa Chargeback. If they reject it, you can take the case to the Financial Ombudsman.

melavo

No, I didnt have an overdraft then. It has taken me into it yesterday....Im just gobsmacked that they say they dont take sides but when this produces a reciept along with "A reciept is given after the trip" Chargebacks have taken the money back. Infact at the moment theyve left me with no money at all because the charge yesterday gas taken me over the overdraft and swallowed my tax credits this morning so im penniless

jonesMUFCforever

Did OP get any proof that the trip had not taken place. Was there no conversation with the original rep at the time of the holiday?

melavo

Sorry whats OP ? We had no proof, it was booked with an external company separate from the travel agents.

pmduk

OP is either the original post or original poster. In this case the original poster.

melavo

Sorry , im new to all this. So no, we've got no proof that they didnt show up, surely by the same token though the merchant is unable to prove we did go. Im fuming at chargebacks theyve left me completley penniless. I may be wrong but I thought the merchant had to prove we went rather than us prove we didnt. I was assured the matter was finished when they found in our favour in August. The reciept is proof of payment isnt it which was paid a few days in advance.

stclair

It sounds to me you disputed the cost of the trip without contacting the agent first. What steps have you taken to contact the agent regarding the trip?

melavo

None to be honest, the transaction was auth but hadnt debited our account when we got home, I spoke to Natwest who adv the merchant has 10 days to collect the money up until that point there was nothing they could do as the transaction was pending not an actual debit. The merchant is in Egypt, I cant afford to ring Egypt and as far as i was aware it was sorted by chargebacks in August. Had the payment actually debited whilst we were in Egypt I would if done something about it then whilst i was there to be honest .

melavo

I wasnt disputing the cost, I was disputing the charge....I've had episodes in the past where ive ordered online for example, my card was auth making the payment pending but not debited, the goods were out of stock so a few days later the auth dropped off and the funds were available back to my account. I was led to believe by natwest this transaction was no different. It was only when charged it was disputed.

stclair

Thats why the bank have debited your account again then for the cost/charge of the trip, as when the bank contacted the retailer regarding the transaction the retailer have confirmed there was no issues because you havent raised one with them uin realation to the trip.

If you have any issues you need to contact the retailer first to resolve the matter. So you will need to explain that you turned up and the coach never arrived etc.

http://www.natwest.com/global/visa/common-questions.ashx#protection

If you pay for goods or services with your Visa Debit card and they fail to arrive or are damaged when you receive them, we could help recover your payment. This may include companies that have gone into administration before you have received the goods or services. To take advantage of this you must have contacted the retailer directly to try and resolve the issue and been unsuccessful. If this does happen to you please contact your branch or call 0845 366 0452 and our dedicated team will be able to help.