do Credit card companies get their money back?

cerberusmx5

I recently took out a complaint about a B&Q kitchen which was advertised as all exterior surfaces being solid Oak. This turned out not to be true and only the doors were oak the side panels were Oak veneer. When this was raised with B&Q the said that ak is not a product just a description. Trading standards did not agree and made them change their advertising on both the web and their pamphlets. Their Customer Relations (Poole) refused to talk to me saying I was rude after I said their customer relations was poor (I did not even swear). Luckily I bought the kitchen on Credit card and they took up the fight (B&Q did not correspond with the credit card company either). Eventually the credit card company paid the £1200 that it was going to cost to rectify the situation. My question is does B&Q get away with this? What does a credit card company do to get its money back? There must be something that the credit card companies do otherwise why would firms like B&Q rectify any of its problems if others were going to pick up the bill?

bengalknights

No the credit card company do a chargeback.

meer53

It sounds in this case as though the CC issuer has written off the £1200 as the OP says that B & Q didn't respond to the CC issuer. The CC issuers weigh up whether it will be cost effective for the case to go to court and then make a decision whether to do this or to just write off the amount.

If it's a write off the CC issuer stands the loss not B & Q.

chattychappy

The CC will always try to recover through the visa/mastercard networks via chargeback if it can. In these situations it is less likely to put up a fight with the consumer.

But there remains a gap between what rights a UK cardholder has (eg via s75) and what the international networks offer the card issuers.

Situations that fall into this gap are where the CC is on the hook. No surprise that some consumers report being "fobbed off" when they try to claim.

cerberusmx5

Thank you all, I just wonderd. I am still irked that B&Q get away with it!! Such is life just glad I did not work in finance.

Plxply

cerberusmx5 wrote: »

Thank you all, I just wonderd. I am still irked that B&Q get away with it!! Such is life just glad I did not work in finance.

The bank will most certainly do a chargeback for that amount and if you're able to win a Section 75 claim then a chargeback isn't hard for them to win either as the dispute is handeled between them and the issuer, B&Q is only asked for information or proof and if it is decided that they were not as described the card issuer will just take it from their merchant account.

Of course if they continue to provide bad service, they will start to be fined for the number of chargebacks they receive from individual customers.