Visa Chargeback

Equaliser12345

Hi.  

Had a situation at the end of July whereby a car hire provider forced me to pay £500 for damage that was already noted on the car.  Long story, but I had no choice as felt threatened.

I have complained to Nationwide (card issuer) and have requested a chargeback.  I appreciate that the claim must be initiated within 120 days.  After 4 weeks, I've heard nothing.  The amount in dispute has not been ringfenced on my account and has been paid.

My query - I have provided a load of evidence.  I know that there is no set time for NW to respond, but ought to be a reasonable time which you would have expected them to have at least begun investigating?

Brie

Do you know for sure that they have the chargeback request?  That would be the first thing to check and then ask them where they are in the investigation.  I suspect that they are still waiting for answers from the car provider as they will likely drag their feet as long as possible.

MEM62

I think that the bank may take issue with the fact that you agreed the charge in person at the time and are now trying to reclaim it.  (It's not as if this was an unknown issue that has arisen after the event)  If you were that sure of your position you would have been better off standing your ground on the day.  If they then still charged you, you would be in a better position to make your case.  

Equaliser12345

Brie said:

Do you know for sure that they have the chargeback request?  That would be the first thing to check and then ask them where they are in the investigation.  I suspect that they are still waiting for answers from the car provider as they will likely drag their feet as long as possible.

Yes.  They use DocuSign to instigate the process.  I've chased and it is in a queue to be assigned a case handler.

Equaliser12345

MEM62 said:

I think that the bank may take issue with the fact that you agreed the charge in person at the time and are now trying to reclaim it.  (It's not as if this was an unknown issue that has arisen after the event)  If you were that sure of your position you would have been better off standing your ground on the day.  If they then still charged you, you would be in a better position to make your case.  

It was agree £500 or lose a 2600 Euro deposit.  Besides there were physical threats made.  Found out afterwards that these guys have 1 star on Trustpilot - very often for exactly the same tactics.  Yet used by Easyjet and Uber Rentals.

SiliconChip

OP, is your thread title correct? As far as I'm aware all of Nationwide's personal cards are issued by Visa, certainly my 2 debit cards and 1 credit card are. I have found some information suggesting that Nationwide had entered into an agreement with Mastercard to issue business cards from 2020, is the card that you used a business card? I'm unsure whether the Chareback rules apply to non-personal cards.

born_again

Equaliser12345 said:

Hi.  

Had a situation at the end of July whereby a car hire provider forced me to pay £500 for damage that was already noted on the car.  Long story, but I had no choice as felt threatened.

I have complained to Nationwide (card issuer) and have requested a chargeback.  I appreciate that the claim must be initiated within 120 days.  After 4 weeks, I've heard nothing.  The amount in dispute has not been ringfenced on my account and has been paid.

My query - I have provided a load of evidence.  I know that there is no set time for NW to respond, but ought to be a reasonable time which you would have expected them to have at least begun investigating?

1st thing bank do not investigate. They look at your evidence & decide if they have enough to take the case forward for you. Have to meet card regulation requirements. You should see a refund once started, but be aware can be reversed.
It is sent of to merchants bank you will contact merchant. Who then have 45 days to contest. If they contest you will be redebited.

I would also start a claim via
https://www.ecrcs.com/
This is binding if the company are listed.

Equaliser12345

SiliconChip said:

OP, is your thread title correct? As far as I'm aware all of Nationwide's personal cards are issued by Visa, certainly my 2 debit cards and 1 credit card are. I have found some information suggesting that Nationwide had entered into an agreement with Mastercard to issue business cards from 2020, is the card that you used a business card? I'm unsure whether the Chareback rules apply to non-personal cards.

Good point. It's Visa.  I think the rules are broadly the same

Equaliser12345

Thanks for all the comments.  However, what I'm really keen to know is how long, reasonably, should I allow Nationwide to deal  with the matter?

Nebulous2

My experience, though it was several years ago, was that Nationwide simply didn't deal with it. 

They ignored my claim, ignored a letter before action, and ignored it when I instigated joint court action against them and the retailer. The retailer sprang into action at that point and settled it. 

The only evidence I ever had that Nationwide knew anything was happening was that they marked my credit record as being in dispute. 

Apart from a couple of continuous payments I haven't used the credit card since. 

Equaliser12345

Nebulous2 said:

My experience, though it was several years ago, was that Nationwide simply didn't deal with it. 

They ignored my claim, ignored a letter before action, and ignored it when I instigated joint court action against them and the retailer. The retailer sprang into action at that point and settled it. 

The only evidence I ever had that Nationwide knew anything was happening was that they marked my credit record as being in dispute. 

Apart from a couple of continuous payments I haven't used the credit card since. 

That's interesting and exactly what I am concerned about.

I think I'll raise a complaint with NW at this point.