Thomas Cook Refunds - Virgin Credit Card

born_again

Sounds like something went wrong at their end.

Some card providers do not have the option to take emails of claims as they do not have that facility. Took us a long time to get it... Even then we have problems with people using incorrect formats of the doc's.

It's Visa/Mastercard that need signed paperwork, not your card provider for certain chargebacks.

Some card co's work in different ways in terms of refunds.

While we would require the paperwork. if someone did not have a printer, we would have a copy of ceased trading we could use and attach to customers file.
We also refund once we start the process (paperwork received and claim started) but customers are told that if the claim is rejected then they could/will be redebited. Some co's don't like to do that so will only refund once claim has been won.

If it was rejected then it would go to S75 team to deal.

S75 in reality has a time limit of 6 years and even now is a total mess as it was not designed for the way people use credit now.
It really needs a total rework to bring it up to date.