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Sainsbury's Bank - Section 75

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MrsMegMrsMeg Forumite
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I am really not one to complain, but just been on a call with Sainsbury's bank. I previously raised a section 75 for Ryanair flights refund. I haven't heard anything for over a month so called to see what was happening. First person I spoke to, I asked if I could change from section 75 to chargeback, perhaps it would be quicker. She said they were the same thing, so I asked to speak to someone in the disputes team. I actually got someone in customer services who wasn't sure so I got put thru to disputes. She said I was in the queue and would just have to wait. Ok but can I change it to chargeback as it might be quicker? "Nope same thing." After a rather exasperating 15 minutes of trying to find out what they were doing to get me my refund, I am still no further forward as to what they are doing. Surely the banking staff would know what process they were following? Perhaps Sainbury's do have the same process for both, but is that possible? I expect this from Ryanair, but I expect the bank to step up and take on their responsibilities too.
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  • eskbankereskbanker Forumite
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    MrsMeg said:
    Surely the banking staff would know what process they were following? Perhaps Sainbury's do have the same process for both, but is that possible?
    S75 and chargeback are definitely different processes from the bank's perspective, as explained under Martin Lewis's name within an MSE piece specifically about Ryanair: https://www.moneysavingexpert.com/news/2020/04/ryanair-customers-sent--round-in-circles--as-they-continue-to-tr/

    However, given the trying current circumstances, getting to speak to the right people who understand this may be a challenge, and finding someone able and willing to change tack from one process to the other probably even harder!
  • MrsMegMrsMeg Forumite
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    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
  • Life__Goes__OnLife__Goes__On Forumite
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    MrsMeg said:
    I am really not one to complain, but just been on a call with Sainsbury's bank. I previously raised a section 75 for Ryanair flights refund. I haven't heard anything for over a month so called to see what was happening. First person I spoke to, I asked if I could change from section 75 to chargeback, perhaps it would be quicker. She said they were the same thing, so I asked to speak to someone in the disputes team. I actually got someone in customer services who wasn't sure so I got put thru to disputes. She said I was in the queue and would just have to wait. Ok but can I change it to chargeback as it might be quicker? "Nope same thing." After a rather exasperating 15 minutes of trying to find out what they were doing to get me my refund, I am still no further forward as to what they are doing. Surely the banking staff would know what process they were following? Perhaps Sainbury's do have the same process for both, but is that possible? I expect this from Ryanair, but I expect the bank to step up and take on their responsibilities too.
    You could raise a complaint on how it's being dealt with,  they have 8 weeks to deal with the complaint.
    It might be quicker
    New User name as MSE gave me a number in my old one.
    " I am not a number! I am a free man!"

  • SchoolworkerSchoolworker Forumite
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    I have also raised a section 75 with MBNA via email chat and got a response but could take up to 45days. I have been waiting for over 60 days for virgin holidays to return our money. My dp credit card says I have to wait until 90 days has passed as it's says this on the virgin website and then phone them to raise a section 75 for our deposit. So I will contact them.mid June if still no money. Good luck and hope you get somewhere. 
  • eskbankereskbanker Forumite
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    MrsMeg said:
    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
    Liability is one of the key differences though - s75 holds the lender jointly liable with the merchant in the legal sense, whereas chargeback is purely a Mastercard/Visa scheme without the force of law behind it....
  • dahjdahj Forumite
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    eskbanker said:
    MrsMeg said:
    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
    Liability is one of the key differences though - s75 holds the lender jointly liable with the merchant in the legal sense, whereas chargeback is purely a Mastercard/Visa scheme without the force of law behind it....
    Normally the forms will simply be a transaction dispute form and ask what the customer wants to achieve.
    From the customer point of view, if they simply wish a refund - it's makes zero difference if it's via chargeback or S75.
  • eskbankereskbanker Forumite
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    dahj said:
    eskbanker said:
    MrsMeg said:
    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
    Liability is one of the key differences though - s75 holds the lender jointly liable with the merchant in the legal sense, whereas chargeback is purely a Mastercard/Visa scheme without the force of law behind it....
    Normally the forms will simply be a transaction dispute form and ask what the customer wants to achieve.
    From the customer point of view, if they simply wish a refund - it's makes zero difference if it's via chargeback or S75.
    But that's the point, it doesn't make zero difference!  The ultimate end result should be the same (assuming a transaction is fully paid by card, qualifies under s75 value limits, satisfies debtor-creditor-supplier chain, etc), but the simplicity and timescales favour chargeback where they can be directly compared, as per the article linked above, and numerous threads on here....
  • dahjdahj Forumite
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    eskbanker said:
    dahj said:
    eskbanker said:
    MrsMeg said:
    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
    Liability is one of the key differences though - s75 holds the lender jointly liable with the merchant in the legal sense, whereas chargeback is purely a Mastercard/Visa scheme without the force of law behind it....
    Normally the forms will simply be a transaction dispute form and ask what the customer wants to achieve.
    From the customer point of view, if they simply wish a refund - it's makes zero difference if it's via chargeback or S75.
    But that's the point, it doesn't make zero difference!  The ultimate end result should be the same (assuming a transaction is fully paid by card, qualifies under s75 value limits, satisfies debtor-creditor-supplier chain, etc), but the simplicity and timescales favour chargeback where they can be directly compared, as per the article linked above, and numerous threads on here....
    The consumer isn't required to specify either route for the card issuer... only the transaction disputed, reason and the outcome wanted...

  • eskbankereskbanker Forumite
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    dahj said:
    eskbanker said:
    dahj said:
    eskbanker said:
    MrsMeg said:
    I guess I just found the 3 people that missed that training day. To be fair, I'm not even needing to swap processes, would just like my flights refunded. They are jointly liable, what's the issue.
    Liability is one of the key differences though - s75 holds the lender jointly liable with the merchant in the legal sense, whereas chargeback is purely a Mastercard/Visa scheme without the force of law behind it....
    Normally the forms will simply be a transaction dispute form and ask what the customer wants to achieve.
    From the customer point of view, if they simply wish a refund - it's makes zero difference if it's via chargeback or S75.
    But that's the point, it doesn't make zero difference!  The ultimate end result should be the same (assuming a transaction is fully paid by card, qualifies under s75 value limits, satisfies debtor-creditor-supplier chain, etc), but the simplicity and timescales favour chargeback where they can be directly compared, as per the article linked above, and numerous threads on here....
    The consumer isn't required to specify either route for the card issuer... only the transaction disputed, reason and the outcome wanted...
    I didn't say that the customer is required to specify - if the customer is happy for the bank to decide which route to pursue then nobody's going to stand in the way of that, but if the customer does wish to choose then it's their prerogative to do so.
  • Nebulous2Nebulous2 Forumite
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    I first contacted Barclaycard about a disputed transaction on the 23rd of March. They told me on 10th of April they would do a chargeback, when I called. I haven’t heard a word other than very vague platitudes. 

    At the beginning of this week I sent a letter before action to both Barclaycard and the travel agent under section 75. 

    The only Amex I’ve ever had, ironically enough, was a Barclaycard one where they gave me two cards on the same account. I’ve never felt any urge to get another, but they are processing chargebacks in 3-4 days, where Barclaycard and most others have been posted missing. 
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