Lloyds Mastercard - getting a US refund

grumpycrab

Bit of a horror story. A friend of a friend paid a large amount of money (over £100) 2 days ago to a Canadian company (SparkTrust using Safecard) for computer services.
Apart from cancelling the service and requesting a refund from the Company(s) (no service appears to have been provided) would Lloyds Mastercard provide any help with this? Thanks. (The lady will go to Lloyds (bank) on Monday but I've already told her that she should ring Lloyds Mastercard.)

agrinnall

1) Hardly a horror story, nobody died.
2) "Over £100" isn't really a large amount of money, unless of course what you really mean is over £1000/£10000/£100000 etc.
3) Two days at a weekend is hardly enough time to say a service hasn't been provided unless there was a time critical element to the supply and it is now too late to get it.

Your friend's friend may be able to claim a refund using either S75 or Chargeback, but they may have to wait a while before Lloyds will accept the claim.

grumbler

grumpycrab wrote: »

...(no service appears to have been provided)...

"Appears" is definitely not the right word if you demanding a refund.

agrinnall wrote: »

Your friend's friend may be able to claim a refund using either S75 or Chargeback, but they may have to wait a while before Lloyds will accept the claim.

If the company really failed to provide what they promised, then it's a case of simple chargeback.

grumpycrab

The service which the lady paid £170 was to 1.prevent a Norton box from popping up when downloading email attachments and 2. to successfully enable the download of email attachments.

She expected the "fixes" to be applied overnight on Friday night. This did not happen.

I have looked at the computer and the Norton pop-up box can be closed by ticking "OK"; this solves the second problem as the attachments are then downloaded. The only "issue" is that the program behind the Norton pop-up requires to be uninstalled (it wasn't paid for and is not required as there is already AV protection on the computer.)

The lady appears to have made an impulse purchase on the assumption that a minor (non-)issue would be fixed over Friday night. This has not happened. I do not know whether a timescale had been agreed or not.

Perhaps, as this isn't an obvious miss-sell, I will suggest that the lady composes a suitable email to SparkTrust/Safecard to request cancellation and refund and see what happens. Thanks for the replies.

Wywth

grumpycrab wrote: »

Bit of a horror story. A friend of a friend paid a large amount of money (over £100) 2 days ago to a Canadian company (SparkTrust using Safecard) for computer services.
Apart from cancelling the service and requesting a refund from the Company(s) (no service appears to have been provided) would Lloyds Mastercard provide any help with this? Thanks. (The lady will go to Lloyds (bank) on Monday but I've already told her that she should ring Lloyds Mastercard.)

Probably not, other than advising her to await the refund to be applied by the seller.