Chargeback from Capital One.

lona43

On the 9th September I bought an item online and payment was taken from my credit card.
Company emailed me the next day stating they did not deliver to Scotland and that a refund would be given.
After waiting a few days I contacted Capital One to put in a claim for refund. I filled in all the necessary forms giving them full details of the transaction and the supporting email stating that a refund would be given.
After hearing nothing more from Capital One, I decided to phone them and was moved from pillar to post as nobody could tell me what was happening.
Today I was so frustrated I phoned again and was put through to a UK manager. She agreed that the information I provided was correct but it could take a further 30 days before they could give me my refund.
When I explained section 75 of the consumer goods act and that Capital One had more than 30 days to refund me she said a refund would be given to my account within 24 hours but that the retailer had 45 days to dispute this and that the money would be taken back should he put in a dispute.
I find this unbelievable when I provided absolute proof that the company admitted that they would be providing a refund.
I had been advised by Capital One to pay my September statement or I would incur interest on the amount I was disputing, which means that the retailer has had my money for over a month and Capital One has also had my payment for over a month.
My previous Credit Card company which was Egg refunded any disputes within a few days. In the meantime I've been £153 out of pocket because Capital One dragged it's heals in sorting out the dispute.
Their customer service seems to be in India or somewhere abroad and it was only when I was eventually put through to a manager in the UK did I get action but not until a threatened to take matters further.

jacques_chirac

Have you chased up the retailer about the refund? Given that they have agreed to refund you, it seems overzealous to have contacted Cap1 after only 'a few days'.

YorkshireBoy

lona43 wrote: »

After waiting a few days

How many is "a few"?...3?

When I explained section 75 of the consumer goods act

Do you mean the Consumer Credit Act? If so, how did you (try and) justify 'breach or contract' or 'misrepresentation' at this early stage. It sounds like you were just a little impatient.

As it is, if the payments cross you may find you get refunded twice...and then have to deal with that as well.

Might have been better in this case to deal with the retailer?

lona43

I did contact the company and they said the refund would take 28days to go through. I wrote back to them and said no refund should take that amount of time and that I would be contacting my CC.
I have since read on many review sites that this is what this company do. Some people have had to take them to court to recover much larger sums than me.
If a company is retaining hundreds or pounds of peoples money just think of the interest the said company is achieving.
This online company should be shut down as hundreds of people are still being promised refunds which they never receive.
After various emails the company don't respond to emails or phonecalls.

jacques_chirac

lona43 wrote: »

I did contact the company and they said the refund would take 28days to go through. I wrote back to them and said no refund should take that amount of time and that I would be contacting my CC.
I have since read on many review sites that this is what this company do. Some people have had to take them to court to recover much larger sums than me.
If a company is retaining hundreds or pounds of peoples money just think of the interest the said company is achieving.
This online company should be shut down as hundreds of people are still being promised refunds which they never receive.
After various emails the company don't respond to emails or phonecalls.

They have up to twenty eight days to refund by law.

You have massively jumped the gun on this one. Calmly contact the retailer and ask them to issue the refund, although you may well get a negative response if they have heard from Cap1.

lona43

Purchase was 7th September. Company then immediately sent an email stating that they could not deliver to Scotland and that my payment had been refunded.

I gave them until 18 before contacting CC and after reading this company's sharp practices.

I am well aware about the 30 day limit on refunds but it is now the 10th October and be assured this company has no intention of refunding me.

Here's just one example of one review.................

Joanna Vasey
<li title="2 Reviews">2 Reviews
18 September 2013 Took payment, order delayed 2 weeks then cancelled and no refund - 2 months!!

Ordered something in July. They took my money on day one but when the order was still showing as pending a week later, I rang them and they said it was out of stock so they had to order it. Couldn't give me a date so I waited. After another week, another phone call, similar response, blamed the supplier. Eventually I cancelled my order. This was in July and 2 months later I am still waiting for my refund. Time to contact Trading Standards, I think!