Laptop never arrived.1 Dec.So cancelled order, but they refuse to do it.

themissingdigit

I have had an email today from Lenovo saying that they have attempted to refund me but Amex wont accept the refund coming in as there is a dispute about the transaction. This doesn't sound right to me as that is the amount  Amex are supposedly trying to get back for me. I phoned Amex & they couldn't answer what seems like it should be a generic across the board answer. They will message the back office who should get back to  me in the next few days. To me (lost trust with all parties) it seems Amex have approached Lenovo, who say to me cancel your dispute & we will refund you. I do that then they dont refund & i have to start the whole process again & have lost a month. It also occurred to me, if they do this to enough people all the time its like an interest free loan. They eventually sort it, bit like robing peter to pay paul then along come Brian. who getts robbed to pay peter. They never made contact to say they were about to refund & have not offered  the replacement we initially asked for. Not that we want that now, just in case there is ever a problem with it. Anyway waffle fest over does anybody know if i will need to close the dispute?

born_again

Credits do not require any type of authorisation by Amex. Retailer can even pass them to closed accounts..

So unless that is what they have simply told amex & want them to cancel the dispute, which if it is like Visa a bank can not do.

themissingdigit

born_again said:

Credits do not require any type of authorisation by Amex. Retailer can even pass them to closed accounts..

So unless that is what they have simply told amex & want them to cancel the dispute, which if it is like Visa a bank can not do.

thanks, for confirming something that seemed unlikely to me. they are  obviously trying to hold on to the money as long as possible. 
this is what they said "We've received an update to our relevant team and the advance refund has been approved. This was processed yesterday however, we show that the order 33386803239 has been disputed with your financial institution, which has blocked us from processing a refund. To correct this issue, please speak with your bank or PayPal to request that they remove the dispute.

After the dispute has been removed, please reply to this message so that we can process the refund on the order. We apologize, we are unable to proceed until this status has been cleared"
Also very generic so they must send that out to a lot of people in the same position as us

Jenni_D

Hi - Did you initiate a chargeback? Is that the dispute they are referring to? (If the money has been returned under chargeback then they won't be able to / want to refund it also)

Jenni x

themissingdigit

Jenni_D said:

Hi - Did you initiate a chargeback? Is that the dispute they are referring to? (If the money has been returned under chargeback then they won't be able to / want to refund it also)

Jenni x

thanks for the reply Jenni. yes i did start a charge back, but Amex say that wouldn't stop a refund. But Amex don't seem to know what is going on. Section 75 rang me yesterday to say its not a section 75. i said i didnt think so, but  i had a letter dated 17 dec that referred to a section 75. eventually he found the letter, as i didnt have ref nr at the time. He then said he would look into it as he didn't know what that was about either. He did say i would not be able to claim under section 75 as lenovo use digital river (as do lots of companies) as a middle man, i had read about this in the guide, paypal given as an example, i hadnt realised that the supplier could use a middle man & therefore void section 75 claims. As for the chargeback the section 75 fella said as far as he can see it should be over now, based on timeline as they have not responded in the 30 days. So hopefully they will put that in writing & it is over.  

themissingdigit

Hi all, just to say thank you for all the replies. I spoke to Amex again yesterday, they say as far as they are currently concerned the charge back has been settled in my favour as Lenovo have not responded within 30 days, they cant put that in writing as Lenovo actually have 120 days to contest it. She said in her experience if they don't contest it within the 30 days its unlikely they will & as they wont be able to provide proof of delivery it is even more unlikely. She thinks the reason they are asking me to close the dispute & let them refund me, is because its like negative feedback on eBay ie looks bad, not that they seem bothered by all the bad stuff about them all over the web. So fingers crossed its all done & dusted.
Thanks again for replies & baring with me & my poor explanations, even my wife often says "i have no idea what you are trying to say" 

born_again

Wow Amex allow a retailer 120 days to respond...... Scary.

At least Visa/mastercard is only 45 days.

Hope you source a laptop to suit