How long s75 on Visa with HSBC

Dentoned

I applied Via HSBCs dispute form the day Thomas Cook went under, and have rung twice for updates but they won’t give me and answer when/if I will be getting a refund or how to contact anyone direct regarding this dispute.

Has anyone had a refund via HSBC yet for a TC flight? I’m worried they’ll slap it into my credit card too so I can’t get it in my current account.

lisyloo

How long ago was it?

If you did have a credit On your account you can either spend it or ask for it to be transferred to your bank, so this shouldn’t be an issue.

You could try a complaint or you could try a letter before action (legal route), but how long has it been?

born_again

For a start it will be a chargrback they will have done.
Normally you would expect to see the refund in a day or two after they action the chargeback.
What date were your flights? Have you had any paperwork to fill in and sign? Do they have the full details of the flights no people, from, to etc?

Dentoned

I started the procedure on September 23rd and they’re not giving me any information at all. The man. Spoke to yesterday queries if anyone had been in touch and I said they hadn’t. I initially used HSBC’s form for the Thomas cook administration they had on their website and attached all my fight details. There was nothing really complex about it.

lisyloo

There’s nothing complex but there will be an unusually high level of claims.
They will need to do some checks to avoid mistakes/fraud so it can’t unfortunately just be automatic.

It doesn’t seem very long to me, sorry about that.

You could put a formal complaint in over lack of information or you could just chill a bit and wait.

born_again

Who are you speaking to?

You really need to be talking to their disputes team. Anyone else may not know exactly what is going on.

eco_warrior

Where I work we are still on day 1

Although day 1 is half the claims, roughly

Terry_Towelling

There is just a possibility that HSBC doesn't have a 'joined up' approach to the way it handles its disputes, and S75 claims might be handled separately to simple 'non-receipt' disputes. Frankly, however, I would expect an organisation as large as HSBC to have a co-ordinated approach to TC claims - regardless of whether they are sent in as S75 claims or simple 'non-receipt of service' claims for a Chargeback.

Do as @born again suggests and try to get put through to the disputes team to find out just how they are handling TC claims - don't be afraid to ask if they have a different approach to Chargeback and S75 claims.

As an aside, does anyone know who was the Acquirer for TC? If it was HSBC, that could account for a difference in approach to the way they pay out claims - but I have a suspicion it may be RBSG.

eco_warrior

Terry_Towelling wrote: »

There is just a possibility that HSBC doesn't have a 'joined up' approach to the way it handles its disputes, and S75 claims might be handled separately to simple 'non-receipt' disputes. Frankly, however, I would expect an organisation as large as HSBC to have a co-ordinated approach to TC claims - regardless of whether they are sent in as S75 claims or simple 'non-receipt of service' claims for a Chargeback.

Do as @born again suggests and try to get put through to the disputes team to find out just how they are handling TC claims - don't be afraid to ask if they have a different approach to Chargeback and S75 claims.

As an aside, does anyone know who was the Acquirer for TC? If it was HSBC, that could account for a difference in approach to the way they pay out claims - but I have a suspicion it may be RBSG.

They had 3 aquirers with Barclays being the largest.