Section 75 claim taking longer than expected

msgeva71

Hi everyone,

I need an advice. I made a claim with my credit card provider for a service that was not provided. I made the claim in May and I was told that it will take up to 8 weeks for the issue to be resolved. I have called a few times since I haven’t got any response at all from the dispute team apart from the automatic email I got when I sent the documents they asked for. I have called after the 8 weeks have passed and I was told that it is 8 weeks from the date the dispute was logged which was three weeks after I have send the documents. I did not receive any email from them with information regarding that. I decided to wait 3 more weeks since I can’t even contact the dispute team because I was told that they are too busy with claims and they are not answering any calls. 

I called again a week ago after the 8 weeks from the date they accepted the claim passed and I was told that they are still working on the case and I was not given any information on how long it will take.
  It is three months already since I contacted them and sent them all the documents necessary.
My question is is there something I can do or I just have to wait and is there a maximum legal time they need to resolve the issue?
Any advice will be appreciated.
thank you for the time.  

[Deleted User]

You just need to wait. There's no maximum time, as every case is different and most will take a lot of administration to resolve.

If the case was clear cut - service not provided - a chargeback would have been a much quicker route.

Nebulous2

Hi there - and welcome to the forum. That’s the way it is at the moment I’m afraid. I first contacted my credit card company on the 23rd of March and it still hasn’t been processed. I finally got a temporary credit about two weeks ago, with an expectation that it will be decided within 21 days. 

Who are you with? Amex seem to be doing much better than the rest at this time. 

msgeva71

Deleted_User said:

You just need to wait. There's no maximum time, as every case is different and most will take a lot of administration to resolve.

If the case was clear cut - service not provided - a chargeback would have been a much quicker route.

I did not know about chargeback. I have read in the website and the only option there was was section 75 claim. Anyway it is done already, so I can’t change it. Thank you for the advice.

msgeva71

Nebulous2 said:

Hi there - and welcome to the forum. That’s the way it is at the moment I’m afraid. I first contacted my credit card company on the 23rd of March and it still hasn’t been processed. I finally got a temporary credit about two weeks ago, with an expectation that it will be decided within 21 days. 

Who are you with? Amex seem to be doing much better than the rest at this time. 

Hi,
thank you for the response.
i am with nationwide credit card. 

I guess I have to wait. 

Sandtree

There is no legal timescales set for S75 claims and therefore you fall into the generic FCA requirements of "treating customers fairly" but these are all very wooly.

Ultimately you are entitled to submit a complaint about the timescales and if you don;t like their reply or they don't reply within 8 weeks of the complaint then you can escalate to the Financial Ombudsman Service. FOS is always a bit of roll of the dice and you may get told it'll take as long as it takes or you may be awarded compensation for the delay and statutory interest on the monies due when its finally paid.