Contacted by Company After Chargeback

Dunebug6

I had a little conundrum that I wasn't quite sure how to work around:

I purchased an online service for assistance in finding accomodation for university. It was a sizeable amount (£250) but it was insisted that they sorted out most of the difficult bits. They seemed quite reputable but I paid with my credit card just in case, knowing the rights you have when making those purchases. The original person who sold it then passed me over to another person on their team, but there seemed to be confusion over what had been paid for and every conversation devolved into them 'needing to check with the team' before going silent, until the next time we messaged and the same thing happening again. Having read the fine-print in the contract, it seemed that as they hadn't started the process, I was entitled to a refund:

"Once, ----- starts the process of looking for properties after the payment of Service Fees by the Student, the Service Fees shall become non-refundable and ----- shall have no liability in such cases."

I asked for a refund from both people I'd been in contact with, the first person didn't respond and the second just tried to ask who I worked it out with instead. I asked again after a few days and they gave me an email address to get in touch with the finance team for a refund, so I did that, included all the necessary details, got a confirmation email. Three weeks later I'd heard nothing back, messaged the second person again who said they'd 'check with the concerned team'. Another three weeks later and I'd mostly given up hope and initiated a chargeback with my card provider. A day later, I was quickly contacted by the company who requested I cancel the chargeback so they can refund me.

"Our finance team was trying to refund you your membership fees searching for an accommodation. However, there was a chargeback request which you raised and they failed to initiate your refund. It is my request to renew your chargeback request so that my finance team can initiate the refund process."

How do I go about this? I feel like I've done everything possible to facilitate getting a refund from them, but only once I start a chargeback request do they actually try to get in contact with me. My instinct is that I should tell them I have no faith in them refunding me if I cancel the chargeback, but will this affect it? I understand that they're losing money on this due to the fee on a chargeback, but if I'm not confident in recieving it, and they've done nothing to help up until now, it feels like that isn't my problem. An important question I have is if I do cancel the chargeback, would I be able to chargeback again if they didn't go through with it? Or should I ask them to refund me first? I'm not entirely sure what to do, any help would be much appreciated!

km1500

keep the chargeback I wouldn't trust them an inch (2.54cms). 

HillStreetBlues

Dunebug6 said:

 I'm not entirely sure what to do, any help would be much appreciated!

Keep the chargeback.

born_again

You can't cancel a chargeback. It's not possible.

The merchant would need to reject it on the basis they have refunded you already. If they contact you, tell them that they need to refund you 1st & then reject the chargeback via their bank.

Chrysalis

Yeah chargeback is done now, they trying to wiggle out of the fee.

Dunebug6

born_again said:

You can't cancel a chargeback. It's not possible.

The merchant would need to reject it on the basis they have refunded you already. If they contact you, tell them that they need to refund you 1st & then reject the chargeback via their bank.

I believe you can cancel a chargeback, it was only 2 days since I disputed the charge with my card provider, (the supplier gets 45 days to dispute it) but realistically, I'm not gaining anything out of it anyway by helping them. Just wanted to make sure this wouldn't come back to bite me, in that they offered a solution. Though I kinda instictively feel that offering only after a chargeback request comes through shouldn't make a difference to my case. But thank you anyway!

MrFrugalFever

Stick with the chargeback, if what you’ve said is an accurate log of events then you shouldn’t have any worries at all.

They’ve not provided a service you paid for and (quite rightly) you want your money back.

lopsyfa

It is probably a trick to make you cancel the chargeback and they won't then refund you hoping that you can't raise the chargeback again.


As others have said, I will leave the chargeback or if you are feeling generous, ask them to refund you first and you can then talk to your credit card provider to see if you can cancel the chargeback or they reject it on the basis they already refunded it.

born_again

Dunebug6 said:

born_again said:

You can't cancel a chargeback. It's not possible.

The merchant would need to reject it on the basis they have refunded you already. If they contact you, tell them that they need to refund you 1st & then reject the chargeback via their bank.

I believe you can cancel a chargeback, it was only 2 days since I disputed the charge with my card provider, (the supplier gets 45 days to dispute it) but realistically, I'm not gaining anything out of it anyway by helping them. Just wanted to make sure this wouldn't come back to bite me, in that they offered a solution. Though I kinda instictively feel that offering only after a chargeback request comes through shouldn't make a difference to my case. But thank you anyway!

As someone who actions them. Once submitted that is it.

[Deleted User]

Hasn't your card issuer (provisionally) reversed the transaction and therefore refunded you at this point?
If so, there is no longer a refund due from them.