Company charging admin "fee" on refund

Hugh_Jardon

To add:
My bank (Halifax) won't budge. They have completely alienated me. They will not do a chargeback.
So I have told them I hold them responsible under section 75 of the consumer credit act.
They really don't give a toss either way.

harsh_but_fair

Ask them for a Deadlock letter and raise a complaint with the FOS

it will take a while of course in the current circumstances but at least you can get the ball rolling

brianposter

If you have only used the telephone so far, try writing a letter.

J_B

We have been similarly 'stitched up' - bought three tickets to Jack Savoretti at Telford - cancelled due to C19

Ticket 'face value' returned but booking fee retained by 'music glue'

T's & C's here https://www.jacksavoretti.com/terms-and-conditions-telford

I paid by paypal so presumably I need to ask them for the balance .... do I?

PaulW922

Hugh_Jardon said:

To add:
My bank (Halifax) won't budge. They have completely alienated me. They will not do a chargeback.
So I have told them I hold them responsible under section 75 of the consumer credit act.
They really don't give a toss either way.

Repeating my previous post - to make a chargeback, MasterCard has a £10 limit which this just about falls under. You could make a s 75 claim but  given neither the ticket seller nor the bank will budge you are *probably* looking at a court claim which might not be worth it for £9-90. If this were me, I think I would contact Trading Standards to complain about the ticket promoter rather than complaining to the FOS about the bank although ou could maybe do both 

SnowTiger

PaulW922 said:

Hugh_Jardon said:

To add:
My bank (Halifax) won't budge. They have completely alienated me. They will not do a chargeback.
So I have told them I hold them responsible under section 75 of the consumer credit act.
They really don't give a toss either way.

Repeating my previous post - to make a chargeback, MasterCard has a £10 limit which this just about falls under. You could make a s 75 claim but  given neither the ticket seller nor the bank will budge you are *probably* looking at a court claim which might not be worth it for £9-90. If this were me, I think I would contact Trading Standards to complain about the ticket promoter rather than complaining to the FOS about the bank although ou could maybe do both 

Mastercard dropped the £10 minimum chargeback for 'goods or services not provided' about five years ago.

https://www.mastercard.co.uk/content/dam/mccom/en-gb/UKDomesticRules.pdf: 

As announced in United Kingdom Operations Bulletin No. 2, 2 February 2015, to encourage merchants and acquirers to reduce fraudulent transactions and other chargeback reasons, MasterCard is removing the minimum chargeback amount of GBP 10 that is currently applicable in the United Kingdom for certain reason codes. 

In 6.1.6 Reason Code 4855 UK—Goods or Services Not Provided, removed GBP 10 minimum value 

Hugh_Jardon

brianposter said:

If you have only used the telephone so far, try writing a letter.

I did that on 11th May. No response.

Hugh_Jardon

Do does anybody know the ACTUAL point in law where it is not legal to charge a £9.90 fee to process a refund?
Unless I can find this, I cannot do anything about it.

J_B

I raised a query with Paypal but they replied today ...

Dear J_B

We have reviewed all the details of your claim. Based on the information we have to date, we have to deny your claim. This decision was made because your billing dispute doesn't match our qualification for a billing dispute.

Dispute Case ID:

Transaction Amount: £143.43 GBP

Dispute Amount: £15.93 GBP

Transaction ID:

Transaction Date: 6 December 2019

If You Have Additional Information Please Send it to Us

As a valued customer, we want to give you an opportunity to provide us with additional information that could change the outcome of this case. If you have information that may help us decide this case in your favour, please send it to us. If you would like to appeal this decision, please contact us by clicking Help & Contact at the bottom of any PayPal page.

harsh_but_fair

 you will not find any law saying merchant A  is not entitled to deduct an admin fee

Nor in fact would you find a law saying merchant A is in not entitled to deduct a fee for heating, lighting or feeding the pet crocodiles which are on their premises

what you will find however is a law saying that you are entitled to a COMPLETE refund of anything paid in the event of goods or services not being provided