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1000 pounds missing for almost 2 months
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I don't understand this sentence in general and what 'ATM card' is in particular.
If the card can be used in ATMs only (= cash card), how could it be used for a purchase and what refund are you talking about?
If it wasn't a refund, what was it actually:
???
the atm card was my debit card. sorry for the misunderstanding. the refund was sent back through the information on my debit card which the company has on file. my bank has no record of the ARN number that was provided to me. the bank is HSBC mexico. they are also claiming not to have a chargeback/disputed funds department.0 -
p00hsticks wrote: »Unless it's changed from when I worked in this area ten years ago ...
Yes, a chargeback is instigated by the bank issuing the card, but it's VISA that sets the rules the bank has to follow. These rules are global (although there are some regional variations)
When you make a purchase on a VISA debit card the process goes
1. Retailer sends transaction details for payment to it's 'MERCHANT ACQUIRER' ( a company that the merchant pays to handle its card transactions)
2. Merchant acquirer passes transaction details on to Visa
3. VISA passes details on to the bank that issues the card for payment
4. THe Card issuing bank then debits the customers account
To initiate a chargeback the customer approaches his bank, but it the bank will then pass the detail back up though ViSA to the merchant acquirer and then the merchant - there are some strict rules governing how chargebacks are handled and these are laid down by VIsa, not the issuing bank, the acquirer or the retailer, all of who have to agree to the rules in order to issue VISA cards, process VISA transactions or accept VISA cards for purchases.
but I suspect that using your card to deposit cash via an bank ATM actually qualifies as a VISA transaction, even if the card used had a VISA symbol on it, so this is not really the same situation as the OP.
Yes, the company that is sending me the money has stated that this is a VISA transcation and has given me an ARN number for my bank to track. So what you are saying is that I must go to my bank, HSBC, and demand that they do a charge back? HSBC has told me that there is no record of the ARN in their system and will not provide me with a lettered bank letter(the company sending the money says that VISA needs this to intitiate a trace) saying that there is no record of the ARN. HSBC has told me that my recent bank statement is sufficient enough.
Any other suggestions on how to get the sending company to get VISA to initiate the trace without the lettered bank letter? When I call the number on the back of my card and talk with VISA they just send me back to HSBC!?
does VISA itself have a chargeback/disputed funds department?
thanks0 -
Yes, the company that is sending me the money has stated that this is a VISA transcation and has given me an ARN number for my bank to track. So what you are saying is that I must go to my bank, HSBC, and demand that they do a charge back?
ARN is for tracking the refund.
Chargeback is 'pulling' money back if the goods/services not received....(the company sending the money says that VISA needs this to intitiate a trace)HSBC has told me that my recent bank statement is sufficient enough.When I call the number on the back of my card and talk with VISA they just send me back to HSBC!?0 -
It's either tracking or chargeback.
ARN is for tracking the refund.
Chargeback is 'pulling' money back if the goods/services not received.
I don't believe that it's Visa requirement.
This does make sense.I think the number on the card is always the bank's number, not Visa's.
The company that is issuing the refund says that this is a VISA requirement for them.
If I could somehow prove in writing that it is not a VISA requirement I would be in a much better position.
Is there someone here that has a link of VISA requirements to do an ARN search?
There is always a possibility that the company that sent me the funds have received them back and simply does not want to give them back to me. the amount in question is similar to the OP amount so it is sufficient enought ot warrant concern.
If I could just get something in writing from VISA saying that the lettered bank letter is not needed then the person issuing me the credit would look very, very bad.0 -
Call or email Visa?
On the UK site I see:General enquiries
If you are unable to find the information you are looking for on this page or in our FAQs, please contact us.
Tel: +44 (0)20 7795 5777 (enquiries)
Tel: +44 (0)20 7937 8111 (switchboard)
E-mail: [EMAIL="enquiries.europe@visa.com?body=Issuer%20Bank%20Name:%0A%0ACountry%20of%20card%20issuance:%0A%0ACard%20Type:%0A%0AFirst%20six%20digits%20of%20your%20card%20number:%0A%0A*%20For%20security%20reasons,%20please%20do%20not%20include%20full%20card%20numbers%20in%20your%20email%20communications.%20*"] enquiries.europe@visa.com[/EMAIL]
Please note that all consumer enquiries are handled by our Consumer Queries Team based in the United States of America.
To help us better assist you, please provide your card issuer’s name, country of card issuance and your card type (credit, debit, prepaid, etc.). Alternatively, simply provide the first 6 digits of your card number. For security reasons, please do not include full card numbers in your email communications.0 -
HI grumbler.
unfortunately VISA itself does not have a disputes/chargebacks/lost funds department and directs me back to my bank HSBC Mexico who has no record of this ARN or transaction. VISA tells me that I need to work in conjunction with the sender and receiver of the funds.
my bank HSBC says that the funds were sent back to the sender and they have the money. the sender tell me to get written letter form HSBC which they dont want to provide saying that my bank statement is sufficient enough for them to do a search.
i really need a link showing that a lettered bank letter is not needed to initiate a search of a lost VISA debit card deposit/refund. obviously there is a chance that the funds went back to the sender, and the sender simply does not want to credit my account or resend the money.0 -
unfortunately VISA itself does not have a disputes/chargebacks/lost funds department and directs me back to my bank HSBC Mexico who has no record of this ARN or transaction.
I'd start with sending Visa a email with all the details of your correspondence with the bank and the company and asking Visa who is right and who is wrong.0 -
Of course they don't have. However, they process all transactions and set the rules and procedures for banks and companies for tracing transactions and for the chargeback. If either/both is/are giving you runaround it's the time for Visa to intervene.
I'd start with sending Visa a email with all the details of your correspondence with the bank and the company and asking Visa who is right and who is wrong.
thanks again, grumbler
i am going to do this but how i understand this is that this is a dispute between the bank and the sender and VISA does not want to get involved. obviously, i have a suspicion that the sender has my funds after they have been returned and simply wants to pilferage them as this has become personal. if VISA would give me some sort of data that the company in question actually received the funds back, well, that would be very, very bad for this company as there would be proof of attempted theft and fraud as they have written to me that the funds are not in any of their accounts.
i am hoping that someone will chime in here and let me know exactly how i can get VISA to give me the aforementioned data(proof of the funds being rejected and sent back to the sender) wiht the ARN number
I would have no problem in paying a lawyer to obtain this information0 -
An Acquirer Reference Number (ARN) is issued by the acquirer and can be used by the issuing bank to trace a transaction. It's typically offered when a credit isn't processed in an expected time frame. It's free compared to a proper trace which costs money. Not all banks accept them however. I wouldn't expect typical customer service staff to be able to use one.
Hi I tried to send you a message but it was not successful
Is there someone that I can pay to do a proper trace? The business that sent my bank money through my debit card, that I have yet to receive, has stated that they need a letter from my bank which my bank wont provide me. They said that this letter is needed in order for VISA to do a trace.
Also, is the "acquirer" my bank that is supposed to receive the money or the issuing bank that sent the money? The company that sent the money is claiming that my bank should be able to track this ARN number as they are the one that issued it. Unless I am mistaken, your post insinuates that only the sending bank has information regarding the ARN number and the ability to track the ARN. Here is what the business that sent me the money is telling me
The ARN is the code your card issuer gives us upon receipt of the funds. Kindly liaise with the card issuer and present this number to
track the funds0
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