Barclaycard not refunding thomas cook payment

born_again

Terry_Towelling wrote: »

Why not take the case for review under S75 and raise a Chargeback but don't credit the account up-front. If the Chargeback works, you can give them a more definite picture within 45 days and credit them then. In most cases you will know whether the Chargeback is going to stick anyway. If it doesn't stick, you just carry on with the S75 assessment. If that is not agreed, just tell the customer. If it is agreed, you will be writing it off anyway if the Chargeback has failed.What do you have to lose?

Many chargebacks require paperwork to action.

It is our procedure. Other banks may differ. If I sent a case to S75 team and there was a chargback option. I would get it in the neck for not doing my job. It would also slow down true S75 cases as it is wasting their time.
We take the calls and decide the best way forward. Most of the chargeback processing is on the back of the call. Unless paperwork is required.
Yet you get someone who has just googled and thinks they know better than you who do the job day in day out...

Terry_Towelling

born_again wrote: »

Many chargebacks require paperwork to action.

Yes, I am aware of that, having worked in the field of Chargebacks, disputes and rules for many years.

I still believe you need to be careful with customers who wish to pursue matters under S75 despite the presence of a Chargeback right. I'm not surprised to hear that some customers insist on a S75 review rather than a Chargeback if they are told that a Chargeback is quick but might result in the transaction being recharged if it fails.

If I didn't know any better about the Chargeback process, I'd probably feel the same. This is why I've said in previous threads that the Chargeback process should be invisible to customers. They have a dispute, you handle it and they either get their money back or they don't. If you do a Chargeback as part of that process - so be it.

Just my thoughts.

Moowarda

I booked flight only and Thomas Cook went under whilst I was away. I submitted a claim and posted it first class mail on the 4th October, Any idea when I will get a reply/refund?

born_again

Moowarda wrote: »

I booked flight only and Thomas Cook went under whilst I was away. I submitted a claim and posted it first class mail on the 4th October, Any idea when I will get a reply/refund?

Honest answer.

Speak to your card provider. They are the only one that can advise.

Terry_Towelling

Moowarda wrote: »

I booked flight only and Thomas Cook went under whilst I was away. I submitted a claim and posted it first class mail on the 4th October, Any idea when I will get a reply/refund?

Presumably, you have only asked for the return flight portion of your payment? I am wondering whether their might be a complication with your claim, in that you must have been repatriated somehow. Did you pay again for a flight home or what?

Ben8282

Assuming that he was not repatriated and did in fact pay for a new flight home and assuming that he has submitted the necessary documents to clearly stablish the amount of the original charge relating to the return portion of the journey, is it possible to do a partial chargeback? I seem to recall somebody saying once that partial chargebacks were not possible? Would it be better in this case to try an s75 claim to obtain the actual cost of the return ticket purchased?

Terry_Towelling

Ben8282 wrote: »

Assuming that he was not repatriated and did in fact pay for a new flight home and assuming that he has submitted the necessary documents to clearly stablish the amount of the original charge relating to the return portion of the journey, is it possible to do a partial chargeback? I seem to recall somebody saying once that partial chargebacks were not possible? Would it be better in this case to try an s75 claim to obtain the actual cost of the return ticket purchased?

Partial Chargebacks are not a problem. If a return flight cost more than the original (credit card) booking then, yes, there may be a need to ask for the extra under the terms of S75. Similarly, if the replacement flight cost less than the original, the card provider may choose to only refund that lesser amount.

eco_warrior

Very few customers weren’t repatriated, generally you had to be in some far flung place or on a holiday over 14 days.

I’ve dealt with more customers opting not to repatriated for one reason or another. Some even booked return flights before TC went under.

Terry_Towelling

eco_warrior wrote: »

Very few customers weren’t repatriated, generally you had to be in some far flung place or on a holiday over 14 days.

I’ve dealt with more customers opting not to repatriated for one reason or another. Some even booked return flights before TC went under.

This raises some interesting issues. If you are at the end of your holiday and refuse the offer of repatriation, opting to buy your own replacement return flight instead, I presume any S75 claim for that replacement flight would be turned aside on the basis that you've not mitigated your losses - as required under contract law. I also presume no Chargeback remedy would be offered either as you were offered recompense from the appropriate travel bond.

If you are part way through a holiday and the repatriation offer occurs, does any 'bond' pay-out cover both repatriation and lost paid-for accommodation? If not, are you entitled to claim for the lost accommodation from your card issuer? If you refuse repatriation in this instance, so that you can complete your holiday, will card issuers also refuse claims for the cost of replacement flights?

eco_warrior

Terry_Towelling wrote: »

This raises some interesting issues. If you are at the end of your holiday and refuse the offer of repatriation, opting to buy your own replacement return flight instead, I presume any S75 claim for that replacement flight would be turned aside on the basis that you've not mitigated your losses - as required under contract law. I also presume no Chargeback remedy would be offered either as you were offered recompense from the appropriate travel bond.

If you are part way through a holiday and the repatriation offer occurs, does any 'bond' pay-out cover both repatriation and lost paid-for accommodation? If not, are you entitled to claim for the lost accommodation from your card issuer? If you refuse repatriation in this instance, so that you can complete your holiday, will card issuers also refuse claims for the cost of replacement flights?

Re your first point - yes x 2

Re your second point - not known this to happen. The repatriation takes place on the usual return date.