Maxjet Gone Bust

fitorbust

I have just had a very legalese letter from M&S Money saying they have credited my account with the flight money, but if my claim proves that this is a valid transaction (i.e. they are not bankrupt??????) they reserve the right to take the money back.

To add insult to injury they have also deducted the Loyalty points from this transaction.

I am so annoyed.

I made this purchase in good faith, and have lost my holiday to Las Vegas, and they are so pernickety as to remove the Loyalty points!

I have rung them to let them know how I feel, and one of the supervisors will be ringing me back within the hour.

I know that as the money has been refunded they are within their rights to do this but is seems very petty to me.

My points account is now minus 500! So when I close this account, as I proboably will if they refuse to reverse this decision, how will they get these points back?

They have not exactly been pleasant and helpful during this process, and as I pointed out to the girl I spoke to this morning, they are legally obliged to refund my money under the credit card protection, to which she reluctantly agreed with me.

Not a good experience Mr M&S!

hammy_the_hammer

fitorbust wrote: »

I have just had a very legalese letter from M&S Money saying they have credited my account with the flight money, but if my claim proves that this is a valid transaction (i.e. they are not bankrupt??????) they reserve the right to take the money back.

To add insult to injury they have also deducted the Loyalty points from this transaction.

I am so annoyed.

I made this purchase in good faith, and have lost my holiday to Las Vegas, and they are so pernickety as to remove the Loyalty points!

I have rung them to let them know how I feel, and one of the supervisors will be ringing me back within the hour.

I know that as the money has been refunded they are within their rights to do this but is seems very petty to me.

My points account is now minus 500! So when I close this account, as I proboably will if they refuse to reverse this decision, how will they get these points back?

They have not exactly been pleasant and helpful during this process, and as I pointed out to the girl I spoke to this morning, they are legally obliged to refund my money under the credit card protection, to which she reluctantly agreed with me.

Not a good experience Mr M&S!

i honestly don't know what they've done wrongly....i'm mystified

M4RKM

hammy_the_hammer wrote: »

i honestly don't know what they've done wrongly....i'm mystified

me too...
they have done what any company would do. *shakes head confused*

fitorbust

Taking the points away is what has annoyed me, and the very accusatory letter.
That's what has upset me.
The supervisor rang me and I will have to wait until their claim to maxjet goes through the channels and then they will look at the loyalty point situation.
It seems to me that other card providers have been a lot more streamlined in their approach.
I can do without the sarcasm thanks

'me too...
they have done what any company would do. *shakes head confused*'

I was just trying to keep the people on here up to date with how M&S money are dealing with the claims as requested.

I won't bother in future.

inmypocketnottheirs

fitorbust wrote: »

Taking the points away is what has annoyed me, and the very accusatory letter.
That's what has upset me.
The supervisor rang me and I will have to wait until their claim to maxjet goes through the channels and then they will look at the loyalty point situation.
It seems to me that other card providers have been a lot more streamlined in their approach.
I can do without the sarcasm thanks

'me too...
they have done what any company would do. *shakes head confused*'

I was just trying to keep the people on here up to date with how M&S money are dealing with the claims as requested.

I won't bother in future.

I am a little perplexed too. Perhaps you value the points more than the refund. Had you not have asked for a charge back you could have kept the points.

It just seems to me that some people are never satisfied. Talk about wanting your cake and eating it......

luckydonut

MBNA continue to be great. They are now almost at the stage where they can consider thinking about whether to discuss among themselves if a refund might be possible.

Last week (3rd call) they told me "you will get your money back, we just can't tell you how quickly", and that if I received an email or letter meantime to let them know.

Well, I've now had a letter from the bankruptcy court but this isn't good enough to speed things up. In fact, we've taken a giant step backwards.

MBNA insist that there's still a chance that Maxjet may deliver my flights (one in March, one in July) and so all they can do is send me a form to sign and send back to them. Now it's "fill in the form and we'll see if you can have your money back".

Still their line is that until my travel dates have passed, they cannot process the chargeback unless I have something in writing to say that they don't intend to fly on those dates. Which I don't.

They are aware of the recorded message that says precisely this, but that's not in writing and therefore not good enough, even though I've rebooked my flights on the basis of that message and now - they say - could end up with two seats on two flights, unable to get a refund for the one I don't use!

I'm really not feeling confident about getting this money back. Can anyone advise if something can be done to speed it up? Is anyone else in the same boat?

What makes it so hard for MBNA specifically if other credit cards have already paid up? They kept telling me "Mastercard says..." - is it really Mastercard (i.e. did everyone that's been paid book on a Visa?) or is it just an evasive bank?

moonrakerz

luckydonut wrote: »

MBNA continue to be great. They are now almost at the stage where they can consider thinking about whether to discuss among themselves if a refund might be possible.

Last week (3rd call) they told me "you will get your money back, we just can't tell you how quickly", and that if I received an email or letter meantime to let them know.

Well, I've now had a letter from the bankruptcy court but this isn't good enough to speed things up. In fact, we've taken a giant step backwards.

MBNA insist that there's still a chance that Maxjet may deliver my flights (one in March, one in July) and so all they can do is send me a form to sign and send back to them. Now it's "fill in the form and we'll see if you can have your money back".

Still their line is that until my travel dates have passed, they cannot process the chargeback unless I have something in writing to say that they don't intend to fly on those dates. Which I don't.

They are aware of the recorded message that says precisely this, but that's not in writing and therefore not good enough, even though I've rebooked my flights on the basis of that message and now - they say - could end up with two seats on two flights, unable to get a refund for the one I don't use!

I'm really not feeling confident about getting this money back. Can anyone advise if something can be done to speed it up? Is anyone else in the same boat?

What makes it so hard for MBNA specifically if other credit cards have already paid up? They kept telling me "Mastercard says..." - is it really Mastercard (i.e. did everyone that's been paid book on a Visa?) or is it just an evasive bank?

This is nothing but time wasting with the sole object of making you give up and go away.
Write to them and point out:
1. Maxjet have stated that they WILL NOT (my caps) be providing the service for which you have paid. There are no grounds whatsoever for MBNA to say otherwise.
2. Point out that if they persist in their delaying tactics that you will report them to the Financial Ombudsman who has publicised cases where card issuers have been fined for making false claims concerning repayment of funds under Sect 75 of the CCA.

See: Ombudsman New Issue 21 - Case Study 21/11

luckydonut

Wow, actually I just had the email from Maxjet - dated 10th January. Nice job, but at least I do have something in writing to stick in their faces now.

It's not the first time MBNA have screwed me on a chargeback. It's only the bonus BMI flyer miles that keep me with them... will definitely be re-evaluating as soon as I get the refund.

hammy_the_hammer

fitorbust wrote: »

Taking the points away is what has annoyed me, and the very accusatory letter.
That's what has upset me.
The supervisor rang me and I will have to wait until their claim to maxjet goes through the channels and then they will look at the loyalty point situation.
It seems to me that other card providers have been a lot more streamlined in their approach.
I can do without the sarcasm thanks

'me too...
they have done what any company would do. *shakes head confused*'

I was just trying to keep the people on here up to date with how M&S money are dealing with the claims as requested.

I won't bother in future.

read the other posts .....there's people on here that probably won't get a refund due to booking with a debit card.
M&S appear in the 'accusatory' letter to detail that they'll refund you the money but have the caveat that if the claim is incorrect they'd seek you to repay the money. if you look at some of the other card issuers they appear to be opting for the "we'll refund you once we're 110% sure that they're definitely bankrupt" ....in a few months time.
as for your points ....you're not entitled to them (much like you aren't when you return goods for a refund at a shop )
by the way i don't possess any M&S cards so i've no connection with them... but if i'd been in your position i would be typing them a thank you email and thanking my lucky stars i hadn't used that debit card instead.
good luck to all of you who are still trying to get a refund

magpie49

Hurray, I got a letter today from M&S Money to say that my credit card is being credited with £1574 for the two Maxjet flights to Vegas that never happened over the New Year.
I first rang M&S on 27/12/07 and then got a (shabby) letter and form to complete and return to them on 7/1/08.
The experience of dealing with M&S Money has been very disappointing and I was unimpressed with how the (overseas) call centre handled my calls. It gave me no confidence that anything was being done (no call reference etc) until I received the first letter/form and the letter today wasn't user friendly and was badly written yet you'd think this would be a standard procedure??
So, once the credit is used up I'll be giving the M&S card a rest and using my other two cards instead.
btw, it is M&S Mastercard.
Good luck to everyone else who is still chasing refunds........