Master card dispute, Independent report and tender

grumbler

jonahyk wrote: »

....they won't entertain writing a letter just to confirm that the computer I received was delivered damaged.

They can confirm that it is damaged and in what degree.
How on earth can the confirm that it was *delivered* damaged?!

grumbler

InsideInsurance wrote: »

The OP seems to be using Mastercard interchangably with their bank. Unfortunately experience on here teaches us people get confused between what the different brands/ organisations play in all these things.

The 2nd paragraph you quoted related to S75 claims not chargebacks, the earlier paragraph you cut out said for chargebacks there is little challenge because it dosent come from their pocket. Ill update the post though as it wasnt clear

If they do the chargeback:
Both Visa and Mastercard rules require the item to be returned to the merchant first (for Mastercard see code 4853 in Chargeback Guide ). Even if the OP proves at this point that the merchant refuses to arrange the return, this might be not sufficient for the chargeback.

If the OP returns the item at their own expense and wants to get this money back from the CC, then it has to be s75 claim, not chargeback.

jonahyk

Hi again folks

I've just called the bank credit card dispute department again and they still insist that I get an independent report so they can raise a dispute, without the independent report they won't do anything........

I've lodged a complaint earlier this morning about the bank not informing me originally that an independent report and tender is required from the first outset - that is all I need to do is to submit the declaration form to describe whats wrong. I believe this was a failure of the bank in the first not to advise correctly.

In the meantime, I'm chasing the computer retailer to see what they are doing.

I do hope I can get my money back either way, though it seems the bank credit card department is not helping much at all. sigh.

jonahyk

BTW what's OP?

jonahyk

Silly me - managed to decipher OP => Original Post?

grumbler

... or Original Poster

jonahyk

Hi all,

Just had a call from the computer retailer (finally) they will be arranging for a collection of the damaged computer and a full refund - a little sigh from myside. But until the refund is process, there is always a risk.

Thanks for all the advises given, I will wait to hear what the bank had to say about all the mis-information their dispute team came out with thus far. A lesson learnt - banks are never a friend of anyone! IF I had known of such procedure from banks, I would have paid via credit card payment via Paypal instead (though Paypal customer support on same par with the banks).

Sigh......................

Voyager2002

jonahyk wrote: »

Hi all,

Just had a call from the computer retailer (finally) they will be arranging for a collection of the damaged computer and a full refund - a little sigh from myside. But until the refund is process, there is always a risk.

Thanks for all the advises given, I will wait to hear what the bank had to say about all the mis-information their dispute team came out with thus far. A lesson learnt - banks are never a friend of anyone! IF I had known of such procedure from banks, I would have paid via credit card payment via Paypal instead (though Paypal customer support on same par with the banks).

Sigh......................

Had you paid through Paypal your legal rights would have been reduced, and their customer support does not have a very good reputation.

Perhaps the moral is to choose your credit card and bank with care... I have had smooth experiences reclaiming money paid on credit cards from Nationwide and Barclaycard, but far smaller sums than were at issue here so my experience will not be a good guide.

grumbler

Voyager2002 wrote: »

Perhaps the moral is to choose your credit card and bank with care... I have had smooth experiences reclaiming money paid on credit cards from Nationwide and Barclaycard, but far smaller sums than were at issue here so my experience will not be a good guide.

I'd be surprised if any CC paid easily £3K+ without having a definite report (for s75 claim) or a proof that the goods were returned (for chargeback).

jonahyk

Hi Voyager2002

I'm with HSBC........left their name out just to safe them some credits for them but after what they have displayed and treated customers with multi stories and IMHO barriers of getting help, no harm to name them after all.

I never used paypal for payments over £50