Charged twice on Credit card

COIAHLGW

Nationwide was not very helpful to me when I had a similar duplicate payment situation. My payment amounts were the same however.

Fortunately I was able to resolve it by having the retailer look at their merchant account, and they saw the duplicate payment there. Getting to that correct person however was a long and frustrating process....

Terry_Towelling

Sadly, not all card issuers are created equal - and that can be crucial when confronted with a problem transaction. Sometimes it is a good idea to contact the retailer first (but don't waste too much time doing so) and sometimes you actually have to try to resolve the matter with the retailer before your issuer can intervene with a Chargeback.

Looks like Nationwide need to invest a bit more in Chargeback training for their staff.

stroppymare

UPDATE
Thank you all for your recommendations/opinions.
I have just received an email from SeaWorld who have responded (in less than 24hrs),
“ ........we will of course refund the overpayment”.
Love ‘em or hate ‘em, that’s great customer service.

eco_warrior

Glad you got it sorted

Still very poor from Nationwide though

stroppymare

I agree and will be writing to tell them so!

Willing2Learn

If it were me, I would be writing your letter as an official complaint!!

stroppymare

I have to admit I’m not very happy with the way that nationwide handled this but on what grounds do I base my complaint? Thanks

Willing2Learn

Because they left you to do all the legwork...offering you little support toward getting the matter resolved satisfactorily. Surely Nationwide could have done more to help...given their initial advice when you contacted them was that they would resolve the problem and arrange a refund upon your return home...

stroppymare

Thanks. I will do that.
It’s certainly not what I expected from a company of which i have been a loyal customer for nearly 50 years!

eco_warrior

In your letter of complaint explain that you believe their decision to refuse a chargeback was incorrect. Their complaints team should then review this and hopefully uphold your complaint.