I think my bank messed up my chargeback

Angrydreamer

In June 2022 I had a bad experience with a hotel that tried to charge us for damage that was there before we stayed there.

I raised a charge-back with my bank and on 12/07 I received an email from my bank advising that the charge-back had been raised and the merchant now has 30 days to respond. All good so far. 

However, I then don't hear anything for 60 days. I tried contacting Customers Services who said were are no notes on the case and that the relevant team will be in touch when they have an update. I sent multiple emails to the department dealing with the charge-back, no response. 

Then on 07/10 I finally receive an email saying that the merchant has challenged the claim, but I thought they only had 30 days to do so? I then checked the documents supplied by the bank regarding the merchants challenge and I see that the charge-back wasn't raised until 15/09. Over 2 months since they originally said it was done. 

I've reached out to them to ask why there are conflicting dates but not had a response yet. 

Have I misunderstood the process of a charge-back? I though the merchant had 30 days to appeal from the charge-back date, not 2 months later.

The case is still ongoing as I sent my response to the merchants challenge and now they have another 30 days to respond and so on. 

But, and please do correct me if I'm wrong, but it seems like my bank have messed this up and did not in fact initiate the charge-back in July as they said?

Grateful for any advice on what I should do or if I have got this wrong. 

DullGreyGuy

As you say, the merchant have 30 days to respond from the date they are informed but 1) they are not necessarily informed in a speedy timescales and 2) the banks once they receive the response on day 30 then have to review, and consider the response which can sit in backlogs etc.

As to what you should do... follow your banks instructions/request. Hopefully you've already submitted your evidence but if not you can get it ready to submit. 

[Deleted User]

It's 45 days not 30 (20 with AmEx) so it'll be down to when they actually disputed it and the date of the chargeback 

Angrydreamer

All makes perfect sense. Thank you!

eskbanker

Also worth bearing in mind that if the merchant is challenging the chargeback, then even if the bank comes down on your side, that's not the end of the matter and the merchant can still pursue you through the courts for the debt.