Best Credit Card for Cashback & great customer service for Section 75 Refund

Marco_L

I have had a horrific experience with how HSBC treated my refund claim under Article 75.
I am looking for advice on a good non-Amex credit card that pays cashback and that would give me a better customer experience when claiming a refund, thank you


This is the story:
To get a refund under chargeback or Article 75, HSBC has an outdated process where you have to compile and submit a form through their website, which I did, and no confirmation was ever sent to me.
After a month I got in touch with HSBC customer service about my claim, only to be told I had to wait.
For the following 2 months I reached out to customer service and got the same response, to stay put and wait.
On the 4th month I get in touch again but this time I respond that "the 45 days Credit Card providers give businesses to reply to refund claims is over" and I want my response! Believe it or not, I get told they cannot find my claim and I have to start a new one!!!!
I tell them there is no way I am going to do it and I am going to file a formal complaint about it, again to be told to call - yes call - their credit card office, and there are no other means for me to reach them.
I do call their credit card office, and they magically find my claim! and tell me they had ruled against it (no refund for me).
I was so angry, why did they not let me know? apparently their letter got lost in the post, in fudging 2024!! how about an email instead? they can't...
So I asked for another letter to be sent to me, because I am going to escalate to the financial ombudsman! Which they sent to me...

WillPS

The only provider I know who has a decent online dispute portal is, I'm afraid, American Express.

The rest (that I'm aware of) all have some variant of '[call us to] fill in a form, and we'll get back to you'. I've had better experience than this with Natwest, although it was way back in 2017. I have a feeling I might have done one with Tesco Bank since then but I honestly can't remember.

FWIW, I've always found Amex's support with these issues to be second-to-none - but obviously there are some transactions where they're simply not an option.

Descrabled

I had a claim through Halifax Clarity Card some 6 years ago. I had to fill in a form and deposit online. Was settled within a month in full without a fuss including a small amount of interest (less tax).

My claim was that the card company was jointly liable for the seller's default.

I had a similar claim against Tesco credit card some 3 years ago that was originally rejected with delays and loss of letter notifying me of the rejection. This was settled very quickly once I started a claim in the small claim court.

DullGreyGuy

Marco_L said:

I have had a horrific experience with how HSBC treated my refund claim under Article 75.
I am looking for advice on a good non-Amex credit card that pays cashback and that would give me a better customer experience when claiming a refund, thank you


This is the story:
To get a refund under chargeback or Article 75, HSBC has an outdated process where you have to compile and submit a form through their website, which I did, and no confirmation was ever sent to me.
After a month I got in touch with HSBC customer service about my claim, only to be told I had to wait.
For the following 2 months I reached out to customer service and got the same response, to stay put and wait.
On the 4th month I get in touch again but this time I respond that "the 45 days Credit Card providers give businesses to reply to refund claims is over" and I want my response! Believe it or not, I get told they cannot find my claim and I have to start a new one!!!!
I tell them there is no way I am going to do it and I am going to file a formal complaint about it, again to be told to call - yes call - their credit card office, and there are no other means for me to reach them.
I do call their credit card office, and they magically find my claim! and tell me they had ruled against it (no refund for me).
I was so angry, why did they not let me know? apparently their letter got lost in the post, in fudging 2024!! how about an email instead? they can't...
So I asked for another letter to be sent to me, because I am going to escalate to the financial ombudsman! Which they sent to me...

Article 75 is in relation to motor vehicles that dont have proper insurance on them... think you mean Section 75 of the Consumer Credit Act. In your case however the complaint was considered under the chargeback process not S75.


I dont think any bank gives good service under S75 given you are effectively suing them and so its you -v- them not them working for you. Chargebacks are a rather weird scheme meant simply to put the boot on the other foot (there are plenty of cases on here of forum members being sued by the merchant after a chargeback), its a fairly clunky process and its as reliant on who the merchant banks with as to who you bank with. 

AmEx I've had mixed experiences with some being done as a GoGW and others being closed without communication, Barclays has always been an uphill struggle to ever get them to register anything and cannot say that ever recall needing to make such a claim on any other card held. 

Marco_L

DullGreyGuy said:

Marco_L said:

I have had a horrific experience with how HSBC treated my refund claim under Article 75.
I am looking for advice on a good non-Amex credit card that pays cashback and that would give me a better customer experience when claiming a refund, thank you


This is the story:
To get a refund under chargeback or Article 75, HSBC has an outdated process where you have to compile and submit a form through their website, which I did, and no confirmation was ever sent to me.
After a month I got in touch with HSBC customer service about my claim, only to be told I had to wait.
For the following 2 months I reached out to customer service and got the same response, to stay put and wait.
On the 4th month I get in touch again but this time I respond that "the 45 days Credit Card providers give businesses to reply to refund claims is over" and I want my response! Believe it or not, I get told they cannot find my claim and I have to start a new one!!!!
I tell them there is no way I am going to do it and I am going to file a formal complaint about it, again to be told to call - yes call - their credit card office, and there are no other means for me to reach them.
I do call their credit card office, and they magically find my claim! and tell me they had ruled against it (no refund for me).
I was so angry, why did they not let me know? apparently their letter got lost in the post, in fudging 2024!! how about an email instead? they can't...
So I asked for another letter to be sent to me, because I am going to escalate to the financial ombudsman! Which they sent to me...

Article 75 is in relation to motor vehicles that dont have proper insurance on them... think you mean Section 75 of the Consumer Credit Act. In your case however the complaint was considered under the chargeback process not S75.


I dont think any bank gives good service under S75 given you are effectively suing them and so its you -v- them not them working for you. Chargebacks are a rather weird scheme meant simply to put the boot on the other foot (there are plenty of cases on here of forum members being sued by the merchant after a chargeback), its a fairly clunky process and its as reliant on who the merchant banks with as to who you bank with. 

AmEx I've had mixed experiences with some being done as a GoGW and others being closed without communication, Barclays has always been an uphill struggle to ever get them to register anything and cannot say that ever recall needing to make such a claim on any other card held. 

Has anyone asked for a refund on a Santander credit card?

Correct in assuming it was Section 75! I went ahead and changed the title...

Thank you all for sharing your experience! 

jbrassy

Can I ask why you don't want Amex? I think their customer service has been great whenever an issue has arisen. 

I also have a Barclaycard CC and the customer service is not great whenever I've raised an issue and Capital One is nothing to write home about either. 

To be honest, I'm not sure you're going to get good customer service and cashback while avoiding Amex. Maybe you could get a First Direct credit card? They have good customer service, but their credit cards don't have cashback.

steven141

I have the Santander Edge Credit card and it issues 2% cashback for the first year with £3 per month fee. It’s pretty decent but you have to have an Edge Current account. 

Marco_L

jbrassy said:

Can I ask why you don't want Amex? I think their customer service has been great whenever an issue has arisen. 

I also have a Barclaycard CC and the customer service is not great whenever I've raised an issue and Capital One is nothing to write home about either. 

To be honest, I'm not sure you're going to get good customer service and cashback while avoiding Amex. Maybe you could get a First Direct credit card? They have good customer service, but their credit cards don't have cashback.

Easy - I already have an Amex that I use for my family expenses.
In addition to that, I would like another CC for my personal expenses, and would want it to be accepted by everyone (unlike Amex).

safe_hands2

steven141 said:

I have the Santander Edge Credit card and it issues 2% cashback for the first year with £3 per month fee. It’s pretty decent but you have to have an Edge Current account. 

You don't need to have an edge current account, just a current account. I opened the basic one to get the card.

Can't comment too much on their customer service. Has been ok, not a patch on amex though, but I'm struggling to use mine in a market town where lots of places I spend don't accept it.

NoodleDoodleMan

As above - any Santander current account meets the pre-condition to apply for an Edge credit card.

Their Everyday Current Account is ideal as it has no strings attached such as Direct Debit or minimum monthly funding requirement.

It's also a decent standard current account for general use.

Customer service is good in my opinion, although generally there is around a 5-10 minute wait on the 'phone to connect with an advisor - that's pretty much the same as with other banks.