RBS chargeback - money taken after case was closed

discodancing

Hello, wondering if anyone has done a debit card chargeback with their bank, told case was closed, then have the money taken back out six weeks later?! Timeline as below:

2/9 - I raised a new chargeback with RBS for 3 payments from same retailer totalling over £1300, RBS added the money as a temporary credit adjustment 
4/9 - I submitted all evidence
15/9 - RBS told me the case was open their side and the retailer had 30 days to dispute it 
16/10 - I called RBS after the 30 days to see if any update, I was told there was a five day extension
22/10 - I called RBS again. I was told the retailer tried to dispute it but was outside of the 30 days and case was closed and money was mine (these notes are all on my account)
5/11 - I called RBS again to confirm no further updates and they confirmed there was no further updates and the case was closed and money was mine.

On evening of Friday 4th December, I checked my bank to see all money had been debited out my account again. There was no prior warning or notice. The retailer dispute team was closed all weekend so you can imagine how anxious I felt all weekend with no one to help resolve this issue. 

I called first thing Monday and the agent could not make sense of it so this has now been escalated for further investigation. I have been told this will take 3-5 days. The agent said there was a note on my account that RBS has tried to contact me on 28/10 for further documents and information and as I did not respond they therefore debited the money. I did not receive any communication from RBS and this doesn’t correlate with the information I have been given on the above timeline. I am now in a financially detrimental position as I am minus £1400 in my account since last Friday and potentially until next week. I was made redundant in October and have to carefully manage my finances. Does anyone know where I stand with RBS or am I left to this investigation? How can money be debited when I was told twice it was closed?

[Deleted User]

Yes, it happens, particularly in current circumstances.

Wait for their investigation to complete. Nothing else you can do.

born_again

Wonder if the retailer did dispute in time. These are not picked up in real time and due to the massive numbers of chargebacks due to Covid are taking time to be picked up.
Was it the disputes team that gave you the updates of how it was going, or just the front line call center?
It would be that the retailer has asked for pre-arbitration & assume given the quoted 3o day timescale this has gone to Mastercard (visa is 45) and they have agreed with the retailer.

Will be interesting to see what RBS come back & say.

discodancing

It was the disputes team who told me on two different occasions that it was closed. Still waiting to hear back from them. It’s mentally draining. 

Thrugelmir

With all the issues surrounding Covid bound to be delays in processing. Not least the volume of holiday related transactions. For the consumer there's no cost in making a claim whether it's justified or not. Which simply clogs up the system. 

Markyboy112

Any update on this?  If Rbs said case closed, then surely it means it’s done.

discodancing

Hi all, I received my money back after a week or so. I raised a complaint about the issue. Some of the feedback:

Your Complaint and Outcome

Having considered the information, I am able to agree with the issue you have raised with regards to the overall support and conflicting information received when raising a dispute, you have not been kept informed about. The reason for this is with the information I have available to me I have been unable to establish why you were not fully informed of further actions the bank was taking to raise your dispute to reclaim lost funds, I have also been unable to listen to or locate you calls whereby you have been given conflicting information.

I am very sorry that you have not been fully informed of the processes that the bank was following in order to reclaim your lost funds, I am unsure as to why a redebit has been actioned on your account incorrectly. I apologise for this and I can see this has since been rectified by the amounts being credited back to your account.

Although I have been unable to listen to your calls I do not doubt your version of events and apologise for the upset caused. If you have incurred call costs please send me an itemised bill and I will review this further for you, by way of my apology for the overall upset caused I have compensated £25.00 which will take 2-3 working days to clear to your account.

I am now in the process of closing my RBS account which I’ve held for over 16 years as I can no longer trust them with my money. Happy that it’s hopefully been resolved but it shouldn’t have happened in the first place and no one is telling me how it was allowed to happen. 

jonesMUFCforever

Looks like they are paying you back from their own funds so the original retailer got to keep their funds.

colsten

Have they offered you to waive all overdraft charges incurred due to the incorrect debit? If not, I would ask that they do so, in addition to the £25 they have awarded you for the distress caused by them.

born_again

discodancing said:

Hi all, I received my money back after a week or so. I raised a complaint about the issue. Some of the feedback:

Your Complaint and Outcome

Having considered the information, I am able to agree with the issue you have raised with regards to the overall support and conflicting information received when raising a dispute, you have not been kept informed about. The reason for this is with the information I have available to me I have been unable to establish why you were not fully informed of further actions the bank was taking to raise your dispute to reclaim lost funds, I have also been unable to listen to or locate you calls whereby you have been given conflicting information.

I am very sorry that you have not been fully informed of the processes that the bank was following in order to reclaim your lost funds, I am unsure as to why a redebit has been actioned on your account incorrectly. I apologise for this and I can see this has since been rectified by the amounts being credited back to your account.

Although I have been unable to listen to your calls I do not doubt your version of events and apologise for the upset caused. If you have incurred call costs please send me an itemised bill and I will review this further for you, by way of my apology for the overall upset caused I have compensated £25.00 which will take 2-3 working days to clear to your account.

I am now in the process of closing my RBS account which I’ve held for over 16 years as I can no longer trust them with my money. Happy that it’s hopefully been resolved but it shouldn’t have happened in the first place and no one is telling me how it was allowed to happen. 

Nice result.
Lucky they could not find the calls. They are getting overwritten so quick now given the number of calls taken and the lack of space on the drives.

discodancing

jonesMUFCforever said:

Looks like they are paying you back from their own funds so the original retailer got to keep their funds.

That makes me so angry! I really didn’t want the retailers keeping the money after how they treated me. I’ll ask RBS to confirm.