Carpetright: using the chargeback claim at your bank.

psyduck_is_the_best_discuss

Hello, 

I have been helping out my dad as he purchased a bed from Carpetright 8 days before they went into administration. His branch is on the closing list. 

Because he paid on debit card (lloyds bank/ visa debit card) I sent him to the bank to request a chargeback claim. He was told by the person at the bank that he needs to contact the card provider (Visa) to do this NOT the bank and they gave him a 0800 number.

Anyone on here experience a similar situation to this? 

Advice welcomed. 

CliveOfIndia

That doesn't sound right.  Visa are the card network provider, they have no direct interaction with retail customers.  It's definitely the issuing bank that you need to be contacting.

psyduck_is_the_best_discuss

CliveOfIndia said:

That doesn't sound right.  Visa are the card network provider, they have no direct interaction with retail customers.  It's definitely the issuing bank that you need to be contacting.

Exactly what I was thinking.

Alderbank

Bank branches, whether on the closing list or not, are not what they once were. I doubt whether the counter staff there now are trained to do much more than take cash in or pay cash out.

All the banks say that to raise a dispute, go online or use their banking app. They all have a dedicated section for banking disputes. 
Here for example is NatWest's page:
https://www.natwest.com/fraud-and-security/retaildisputes.html

born_again

psyduck_is_the_best_discuss said:

Hello, 

I have been helping out my dad as he purchased a bed from Carpetright 8 days before they went into administration. His branch is on the closing list. 

Because he paid on debit card (lloyds bank/ visa debit card) I sent him to the bank to request a chargeback claim. He was told by the person at the bank that he needs to contact the card provider (Visa) to do this NOT the bank and they gave him a 0800 number.

Anyone on here experience a similar situation to this? 

Advice welcomed. 

Clearly front line staff have no idea..
Your bank is the point of contact for chargebacks. 

I would raise a complaint on this advice. Some training is required for the person involved. Even their internal procedure will tell them what to do.

VISA/Mastercard are not customer facing companies.