Credit card chargeback

Tenbo144

Hi all,

I recently opened a credit card disputed transaction for goods not received.
I opened the claim within approx 110 days of the transaction.
CC provider sent me a disclaimer form in the post to sign and confirm my dispute  (said it could not be emailed).  I mentioned my concern that the form would take 7-10 days to arrive and then probably another 5 days for them to receive back through the post which would obviously take me over the 120 day chargeback time limit.  I was advised by more than one member of staff that this didn't matter as the claim had been logged within the 120 days which was all that mattered.  They also sent out another form asking for further information which again was signed and sent back out of this 120 day timeframe.

The claim was opened and showing on my banking app as 'being reviewed by the seller' - a few days later it was closed which I assumed meant it was successful.  I phoned for clarity and was told it was closed due to the full claim not being 'complete' within the 120 day timeframe.  The claim is now closed and cannot be reopened.

This is surely incorrect? Can anyone assist please? I have complained and had my final response letter which basically says they were correct in what they said.  I will be going to ombudsman but want to check likelihood of success.

Thanks for reading.

eskbanker

Unfortunately the rules for chargeback aren't particularly transparent, so it's often difficult to get a clear definition of the terms, but firstly you need to establish which of the schemes yours relates to, i.e. whether it's Visa, Mastercard or Amex, as they all differ in various detailed ways.

My understanding is that it's typically 120 days from when delivery should have happened, rather than from payment date as such, which is what's explained at https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/, but my expectation would be that it's claim initiation that needs to be within that window, not completion.

At the risk of asking the obvious, why wait so long before claiming?

DullGreyGuy

Tenbo144 said:

I recently opened a credit card disputed transaction for goods not received.
I opened the claim within approx 110 days of the transaction.
CC provider sent me a disclaimer form in the post to sign and confirm my dispute  (said it could not be emailed).  I mentioned my concern that the form would take 7-10 days to arrive and then probably another 5 days for them to receive back through the post which would obviously take me over the 120 day chargeback time limit.  I was advised by more than one member of staff that this didn't matter as the claim had been logged within the 120 days which was all that mattered.  They also sent out another form asking for further information which again was signed and sent back out of this 120 day timeframe.

The claim was opened and showing on my banking app as 'being reviewed by the seller' - a few days later it was closed which I assumed meant it was successful.  I phoned for clarity and was told it was closed due to the full claim not being 'complete' within the 120 day timeframe.  The claim is now closed and cannot be reopened.

This is surely incorrect? Can anyone assist please? I have complained and had my final response letter which basically says they were correct in what they said.  I will be going to ombudsman but want to check likelihood of success.

Log a complaint that you were given wrong information 

born_again

DullGreyGuy said:

Tenbo144 said:

I recently opened a credit card disputed transaction for goods not received.
I opened the claim within approx 110 days of the transaction.
CC provider sent me a disclaimer form in the post to sign and confirm my dispute  (said it could not be emailed).  I mentioned my concern that the form would take 7-10 days to arrive and then probably another 5 days for them to receive back through the post which would obviously take me over the 120 day chargeback time limit.  I was advised by more than one member of staff that this didn't matter as the claim had been logged within the 120 days which was all that mattered.  They also sent out another form asking for further information which again was signed and sent back out of this 120 day timeframe.

The claim was opened and showing on my banking app as 'being reviewed by the seller' - a few days later it was closed which I assumed meant it was successful.  I phoned for clarity and was told it was closed due to the full claim not being 'complete' within the 120 day timeframe.  The claim is now closed and cannot be reopened.

This is surely incorrect? Can anyone assist please? I have complained and had my final response letter which basically says they were correct in what they said.  I will be going to ombudsman but want to check likelihood of success.

Log a complaint that you were given wrong information 

Echo the above.
How did you contact them in the 1st place?
What was the value of the claim?