Sainsbury's Bank - Section 75

Nebulous2

born_again said:

Nebulous2 said:

born_again said:

Nebulous2 said:

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. 

And was the Amex cases when there was a situation such as now? 
Where banks are running on a a lot less staff due to sickness and having to work from home?

The Amex cases were very recently in the CV travel forum. Several reports of chargebacks done in a few days. 

So not done by you then?
People need to be aware that things are taking a lot longer at the moment, due to higher demand. At the moment it is busier than when TC went down, and has been since lockdown started.
Sadly there are only so many hours in the day and staff are getting to the point of not being able to take on anymore. 5 Months into the year and it has been non stop the whole time. Normally it is peaks and troughs. Not this year. 
Staff have even cancelled their holidays. But are now being told not too, as they need a break. Management are worried that people will start going off sick with stress related issues.

If you think how many customers Barclaycard have. In 2018 it was 10 million. If you imagine 1 in 10 is in the same situation as you.
It gives you some idea of the pressure they are under. Sadly the role that deals with disputes/S75 is not one that you can simply put anyone on. Due to the amount of regulations and different options available.

So we are all working as hard to resolve your issues. Just sheer weight of numbers mean that it will take some time.

The point I was making is that I don’t have one, but suddenly Amex seems very attractive. Their much vaunted customer service appears to have a basis in reality. I’m happy to accept there is a problem, but not even an update in two months has tried my patience. 

https://forums.moneysavingexpert.com/discussion/6139933/successful-american-express-chargeback-completed-in-less-than-a-week

born_again

Some maybe fairing better than others. It all depends on where they have their staff based. Some maybe using offshore area's that are not as busy.
Add in it all depends on when you call. Catch a department when it opens, will see a quicker answer than when trying peak times. 09:00 to 19:00. 
We can see 2 to 3 hours waiting times at the moment. 
I'm afraid it's not just a case of throwing all staff at the phones these days due to all the different contact methods.
If people were to updated, that then increases delays further down the line. In reality the only update that is of any use to you is your case has been actioned. Anything else is just going to cause more frustration to you.
I get exactly what you are saying. From a customer perspective it is very frustrating that you get no updates and do not know what is going on.
From a staff perspective, there is nothing worse than someone calling in asking for a update, only to have to tell them. There there is not one. Some people rather than upset customers will say it's in process. Which to me is totally wrong. Far better to be upfront and truthful. 
At the moment there is no light at the end of the tunnel.. If anything it is getting worse as we hear of yet more travel co's folding.

Stay safe, stay well. 
Just trying to show a perspective from the sharp end. No offence intended.

Nebulous2

born_again said:

Some maybe fairing better than others. It all depends on where they have their staff based. Some maybe using offshore area's that are not as busy.
Add in it all depends on when you call. Catch a department when it opens, will see a quicker answer than when trying peak times. 09:00 to 19:00. 
We can see 2 to 3 hours waiting times at the moment. 
I'm afraid it's not just a case of throwing all staff at the phones these days due to all the different contact methods.
If people were to updated, that then increases delays further down the line. In reality the only update that is of any use to you is your case has been actioned. Anything else is just going to cause more frustration to you.
I get exactly what you are saying. From a customer perspective it is very frustrating that you get no updates and do not know what is going on.
From a staff perspective, there is nothing worse than someone calling in asking for a update, only to have to tell them. There there is not one. Some people rather than upset customers will say it's in process. Which to me is totally wrong. Far better to be upfront and truthful. 
At the moment there is no light at the end of the tunnel.. If anything it is getting worse as we hear of yet more travel co's folding.

Stay safe, stay well. 
Just trying to show a perspective from the sharp end. No offence intended.

Thanks - a considered, well written post. I appreciate it. Certainly no offence. It’s important for all of us to remember it’s a human being on the other end of the phone. 

The issue for me is that my claim ‘unlocks’ my travel insurance claim which is much bigger, but they won’t process it until I have something in writing from my card processor and travel agent saying what they are doing about my cancelled flights. 

I think I’ve been a model of restraint. I’ve only called once and sent one further secure message since posting my disputed transaction form on the 10th of April. 

MrsMeg

Just an update on my Sainsbury's journey. I said I couldn't provide paper copies of online corres from Ryanair for a couple of reasons: I don't have a printer, it's all emails, tweets and messenger, and it's usually one way from me to Ryanair with no response. Anyway, without the paper copies, my claim has been closed. I was offered an extension to produce the paper copies but this just annoyed me. I can't tell you how p*ssed off I am.

Life__Goes__On

MrsMeg said:

Just an update on my Sainsbury's journey. I said I couldn't provide paper copies of online corres from Ryanair for a couple of reasons: I don't have a printer, it's all emails, tweets and messenger, and it's usually one way from me to Ryanair with no response. Anyway, without the paper copies, my claim has been closed. I was offered an extension to produce the paper copies but this just annoyed me. I can't tell you how p*ssed off I am.

So they refused to let you e-mail it to them, but wanted you to print it and post it out to them?

MrsMeg

Yes, no email address available because their policy is paper only. I have no access to a printer currently. But above & beyond that, a bit discriminatory against less tech, or ability challenged. Case closed anyway. Disappointing.

Life__Goes__On

I would make a formal complaint, this in my opinion is not a reason for rejection in this day and age, and what's currently going on.

Life__Goes__On

You could try Resolver,  looks like you can do that on-line

MrsMeg

Yes, opened a resolver pointing out that whilst the case was closed due to lack of evidence, that is because they only have one means of getting the evidence to them that just doesn't work for me. Seems a very non-inclusive policy.

MrsMeg

I may suggest i send my evidence via resolver, but we will see.