HSBC credit card - disputing transaction claim

Yellow_Venice

Good evening

I lodged a disputed transaction claim with HSBC on 26 March by telephone (not COVID related) and they took some basic details from me, and advised a representative would be in contact in writing to obtain further details. This is the first time I have initiated this process and therefore do not know the standard procedure. 

I have heard nothing since from HSBC apart from chasing via secure message on my online banking on 26 April and was advised my claim was being looked into. 

I am aware I can contact HSBC by telephone again, however, their website is discouraging telephone enquiries unless urgent. 

Has anyone had a similar experience with HSBC recently?

I appreciate they must be phenomenally busy with COVID related claims on reduced staff numbers and don’t wish to add to their workload, however, I feel as if I have been patient enough waiting two months for any response! 

Anyone with a similar experience may put my mind at ease as the claim is for £600. Thanks for reading. 

jonesMUFCforever

Can you put some meat on the bones so we know what the claim is about?
I think you are right all banks are under severe pressure staff wise and this might be delaying things for you.

Yellow_Venice

Thanks for the reply. The claim is for an order I placed for a bespoke gift to be made by a certain deadline for someone’s birthday. 

The website responded straight away, within one hour, that the gift could not be created within the specified timeframe. This was absolutely fine with me and I asked for a full refund as the order could not be fulfilled as required. The website processed my refund, but retaining 30% of the value ‘as an artist had been allocated’ and this was in line with their terms and conditions. The artist was indeed allocated, one hour after I received the message that the gift could not be created in the specified timeframe!

I am therefore disputing the difference between the paid and refunded amount (HSBC advised this was how to process my claim) but uncertain if this will be considered as a chargeback or a claim under Section 75. 

I hope the above information helps and I appreciate any input. 

jonesMUFCforever

Have you received the 70 % refund? Personally I think you have a very good case to get your money back - the allocation of an artist may well be an unfair term under consumer legislation especially as the order was cancelled within an hour. I would ask them what cost to the business have they incurred to keep your 30%.

Life__Goes__On

Sometimes I have to re-read a post because I can't believe what a retailer has said.
You asked a company to supply a product in a set time-frame.  This is your condition and would be part of the contract, they can either accept this term or reject it.
They decided to reject this term,  but want to charge to 30%  for them to reject it.
Legally this makes no sense to point to their T&Cs as there was never a contract ( The retailer rejected it)

Claim your money back (I don't believe it could be classed as a refund)

born_again

I would ring them again. 

Yellow_Venice

Good evening everyone

Thank you for all the replies above. I just wanted to come back and provide an update.

I continued trying to contact HSBC to obtain an update on my claim and could not get through by telephone (I gave up after trying for an hour on hold) so sent a further secure message via my online banking. I received a reply to email the dispute team directly. I did this straight away, and am still waiting for a reply. 

I was very surprised to find a credit applied to my credit card this evening for the full amount of the dispute! So no communication from HSBC, just a credit! I’m very happy with this outcome, just a little surprised that HSBC did not want anything provided i.e. any documentary evidence of my claim, further details etc. 

Is it usual for the credit just to appear and not hear from your bank, even if it is just to say ‘your claim has been processed/successful’ etc? I am correct in thinking this matter is now closed and can’t be disputed by the merchant?

Thanks for reading!

Life__Goes__On

Yellow_Venice said:

Good evening everyone

Thank you for all the replies above. I just wanted to come back and provide an update.

I continued trying to contact HSBC to obtain an update on my claim and could not get through by telephone (I gave up after trying for an hour on hold) so sent a further secure message via my online banking. I received a reply to email the dispute team directly. I did this straight away, and am still waiting for a reply. 

I was very surprised to find a credit applied to my credit card this evening for the full amount of the dispute! So no communication from HSBC, just a credit! I’m very happy with this outcome, just a little surprised that HSBC did not want anything provided i.e. any documentary evidence of my claim, further details etc. 

Is it usual for the credit just to appear and not hear from your bank, even if it is just to say ‘your claim has been processed/successful’ etc? I am correct in thinking this matter is now closed and can’t be disputed by the merchant?

Thanks for reading!

If they have done a Chargeback the merchant has 45 days to challenge it.

gt94sss2

They may have given you a temporary credit/refund until they investigate - it's possible you will receive a letter in a few days