Chargeback issue JAJA

Jas8

I have an issue with JAJA credit card,

Key points are

i made a purchase abroad on 13th of January, merchant couldn’t provide the service, note this was abroad,

they communicated on WhatsApp stating they have refunded me and stated my card number etc etc, I thought they had refunded, they didn’t and gave me no replies after, 

I returned and filled a chargeback which was accepted and raised on 12th Feb. Merchant contested around last week of February and stated that the WhatsApp were edited, not true,

in May JAJA posted the charge back to my account on Friday, I was shocked, I called Monday as there phone lines were off on Weekend, explained was told it was rejected due to merchant saying false chats, I was asked why I wasn’t asked for more info etc etc, I had full transcript etc etc, they said you will get a letter and that it’ll explain everything and I could send more evidence in, I sent this on 22nd of May, they then said oh your out of time frame, I contacted the disputes team whom gave nonsense about not receiving files, and live chat said oh we couldn’t open them, but disputed team said they never got files. 

I was told that the disputes team have requested the charge be removed as they only do this as they feel “it’s fair”, was raised to head office, apparently was declined due to 120days, 

I raised a complain and have received the final response , I am wondering how to proceed, was this treated fairly or not?

eskbanker

My understanding is that there is some form of appeal process with the card scheme (e.g. Mastercard or Visa, not sure which Jaja uses) but don't know if that's what you already did.

After that, you have the option of escalating to the Financial Ombudsman Service, which they should have explained in their final complaint response.

born_again

Pre Arbitration has a timeframe of 28 days. There is no leeway on this, as Visa/Mastercard sit as Judge & jury on these cases & the result is binding.

How were the files sent in?
If via email. Then banks have very strict criteria on what files can be received. Anything out side that & they get auto deleted by security system, with no reply. 

Jas8

It was sent via email, they said it was decline in pre arb and hadn’t been raised to visa. Ultimately the bank took the side of merchant whom said the chats were false. Note there was no correspondence from the bank since February till May on any update nor response from the merchant. I was told that they would raise a gesture of good will and they only do this as they think a case is fair and raised it too be wiped off, sent to head office who rejected and said the evidence was sent after the 120 days, note they declined dispute on 9th, called 12 who said send it, sent on 20th all in May. 

born_again 

Pre Arbitration has a timeframe of 28 days. There is no leeway on this, as Visa/Mastercard sit as Judge & jury on these cases & the result is binding.

How were the files sent in?
If via email. Then banks have very strict criteria on what files can be received. Anything out side that & they get auto deleted by security system, with no reply. 

born_again

Your bank do not take the side of anyone. You provide your evidence & the retailer provides theirs. If retailer rejects then Pre-Arb is the only way forward, so Visa/Mastercard can make a judgement. Fair to both sides, if it was not, then retailers would not take cards. It would all be bank transfer & zero protection. Or it would go back to the old Maestro days of 3 chargebacks.
Cancelled CPA (needed proof of cancelation in writing)
Non receipt of goods (Overseas only)
& Fraud based chargebacks (strict criteria)

Did you check they had received your emails? Plus why were the full transcript not supplied at start.

Jas8

Bank only asked for proof of refund of the chat. They said it did not go to Visa which is the full aberration, I know Visa would have sided, there evidence was an email decling the communication no evidence that was it. 

born_again

Jas8 said:

Bank only asked for proof of refund of the chat. They said it did not go to Visa which is the full aberration, I know Visa would have sided, there evidence was an email decling the communication no evidence that was it. 

So as retailer contested & you did not get further evidence in to them, then that it. No further way forward.
Chargebacks are a one shot salon.
Your only hope now is if they are a UK company & your cab take them to court.