Zilch - Pay over 6 Weeks Mastercard - Chargeback query

babsash5584

I will start by saying that I have attempted to contact Zilch many times before writing here. I have  found their platform to be very glitchy and the live chat waits so long that I have had to get on with other things and then been timed out by the time a bot has got back to me.
Today, I have finally been able to submit a support ticket by using desktop access to their website, but I am not hopeful that I will get a timely or human response. I fear I will continue in this cycle of frustration and unhelpful FAQ trails. So, here I am, wondering if anyone else has been in the same boat or may have knowledge in this area?

In Dec I bought 2 tickets to a local Festival, to be held in July, via Zilch Mastercard. I chose the option to pay over 6 weeks and completed the payments in a timely manner. A month or so ago, the owners of the festival announced it's cancellation and that the company was now in liquidation. No refunds could be given direct from source and customers were advised that chargeback requests should be made to purchasing bank/credit card provider. Written confirmation from the liquidation company has been issued, it all looks legit and I assume will help as proof towards any chargeback. My question is, does a BNPL card like Zilch offer the same protections as a standard debit / credit card? Is it likely I would be able to get a refund? I have scoured the small print and the FAQS but I cannot see any reference to chargebacks etc. and I am not very knowledgeable on the terms and consumer rights in cases like this.
thanks in advance

DE_612183

This is on the Zilch website - whether it's legal or not is another question....

1.3 Unregulated credit agreement. For the avoidance of doubt, this Zilch Account Agreement details how we provide you with interest and fee free unregulated credit that is not subject to the Consumer Credit Act 1974. This means:

• If you have a complaint about our services and you are not happy with our response you cannot refer it to the Financial Ombudsman Service; and
• You have no rights under section 75 of the Consumer Credit Act 1974 which means if you have an issue with the goods or services you have purchased using the credit provided under this unregulated agreement we will not give you a refund and you must contact the retailer directly to resolve the issue.

born_again

You should have chargeback rights. But interesting to note that the page in relation to that is no longer there.

You are just going to keep trying to contact them. 

If you still can not get through to them. Make a complaint.

https://help.payzilch.com/en/articles/6598-how-to-make-a-complaint