Ikano Bank declines Charge Back process – Please help

Junie1

Hi, this is my first time in this forum and I’d be grateful for any advice regarding the following problem.

On the 2nd April 2020, I made a purchase on the Warehouse website for 8 items to the value of £196.80 using my Ikano store card.  Later in April, just after the 15th April, I tried to return 6 items to the value of £168 as they didn’t fit. This timeframe was within the Warehouse refund policy.

However, I found that their website would not accept the return because Warehouse had gone into administration on the 15th April 2020.

I contacted the administrator, who advised me to use the charge back process to Ikano Bank. Over the last 4 months I have written to Ikano Bank to claim back the money under Charge back, but each time they respond with the fact that I purchased 6 items all under £100 and so I don’t qualify for this process. In my first letter to Ikano I attached a copy of my order as proof of the transaction, I believe that this is the information they are using for the cost of the 6 items.

My argument is that I bought multiple items with a single transaction using my Ikano store card and this single transaction was over £100. They have now sent the final response stating that I don’t qualify for Charge back.

Can anyone advise if their position is correct and whether I should try Section 75 or if I have a case to submit to the Financial Ombudsman. 

George_Michael

A Section 75 claim won't be possible as for this to apply, the minimum price of the goods must be £100 each.
In my opinion, it sounds as if the Ikano bank employee who was involved in your claim has made a mistake as there is normally no minimum amount for a chargeback and they may have mistakenly thought that you were trying a S75 claim.

It might be worth one more e-mail or letter to Ikano pointing out that you wish to pursue a chargeback and not a Section 75 claim and if they still refuse to start the process, ask for a letter of deadlock then contact the Financial Ombudsman.

Manxman_in_exile

Stupid question, but are Store Cards treated the same as credit/debit cards in respect of s75/chargeback claims?

(Never having had a "Store Card" as opposed to various store discount cards, I don't know).

born_again

As above it is possible that store card is not covered for chargebacks. As they are part of Visa/Mastercard/Amex card regulations & not a legal right.

OP needs to make a complaint.
https://ikano.co.uk/help-and-advice/make-a-complaint

And see where it goes. At least they state can go to FOS if not resolved.