Santander Chargeback claim refused

Emli

Basically at the end of July I fell for an online course scam and paid a lot of money. Obviously the service I paid for was not provided. As soon as I realised this and I couldn't contact the merchant anymore. I contacted Santander.

I had paid by debit card so I thought chargeback might be able to help me. I provided all the information about the course that the course provider had giver me. I.e brochures, information leaflets etc. Anyway Santander sent me a letter asking for terms and conditions and the contract I signed. So I provided the terms and conditions and explained that it was an online transaction so there wasn't a contract I signed. They've refused my chargeback because of that saying since I don't have a contract they won't proceed. This sounds ridiculous to me and I've told them I want to complain. They said they'll contact me in a couple of days.

Update
Santander refuse to carry on the claim. They say that they don't know what Service I paid for without a contract. I told them that I had sent the terms and conditions on the payment page and the information leaflet that I was sent stating what I was paying for. They've said that's not good enough. All I've got as evidence of what the service was supposed to be are those brochure's and leaflets. I really don't know what to do next. I'd really like some advice.

agrinnall

Who knows? Go through the complaints procedure, and if it doesn't come out in your favour take it to the FOS to get a final ruling.

Emli

Yeah I definitely am. It's just that I've never heard of such a reason so I think they were just trying to fob me off. Otherwise no one who did an online transaction would ever get their money back

jonesMUFCforever

In whose's opinion was the service not provided?
Just asking - without a contract I can see their point of view - sorry.

ConsumerCredit

Most online transactions won't have a contract you sign, it's the terms and conditions you agree to when confirming the transaction. So I don't think Santander can reject your claim on that basis.
The chargeback scheme is voluntary and banks don't have to do this. However, FOS will say its best practice to follow it if there's sufficient evidence. If Santander did raise this, and the merchant defended the transaction then Santander probably wouldn't take it any further. They could take it to arbitration for VISA to decide, but they would be charged to do this and again, they don't have to.

I would defo challenge Santander regarding the contract - that's rubbish. But chargeback complaints generally have a low uphold rate.

Emli

I paid for the course and they didn't send me details to do it so yeah. The service was not provided. I was an idiot for falling for it anyway

Emli

Thanks I'm definitely pursuing it because of that reason. I provided them the terms and conditions from the payment page. So I don't know what else they meant by contract. I guess I'll just see