Chargeback - where to go from here?

wizzywig27

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

born_again

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

oldernonethewiser

I am sure you have been through this but is there anyway of chasing a replacement phone from whoever was supposed to have sold and dispatched it?

Once you reeceived that you could then pay the £603 again.

wizzywig27

born_again said:

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

I was given the refund initially temporarily - now that has been made permanent. 

I did contact Google and they advised that there was proof of delivery (I have never seen it) so were unwilling to refund me. That being said Google were terrible from the get go. 

eskbanker

wizzywig27 said:

born_again said:

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

I was given the refund initially temporarily - now that has been made permanent. 

I did contact Google and they advised that there was proof of delivery (I have never seen it) so were unwilling to refund me. That being said Google were terrible from the get go. 

Surely if Google's position was that there was proof of delivery then they'd have challenged the chargeback on that basis?  The fact that the chargeback was apparently finalised without them doing this doesn't mean that story ends there, in that they could still pursue you for what they contend to be a debt, in the belief that you received the new handset, so if this ends up in court you could be both claiming and defending....

wizzywig27

eskbanker said:

wizzywig27 said:

born_again said:

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

I was given the refund initially temporarily - now that has been made permanent. 

I did contact Google and they advised that there was proof of delivery (I have never seen it) so were unwilling to refund me. That being said Google were terrible from the get go. 

Surely if Google's position was that there was proof of delivery then they'd have challenged the chargeback on that basis?  The fact that the chargeback was apparently finalised without them doing this doesn't mean that story ends there, in that they could still pursue you for what they contend to be a debt, in the belief that you received the new handset, so if this ends up in court you could be both claiming and defending....

Absolutely, although not sure it will go to court, probably at most pass it to DCA at which point I will provide my evidence and they provide theirs.

I would think this scenario is highly unlikely, they will probably just blacklist the handset (if they haven’t already).

I suppose that as things stand, I am still £446 down. 

I recall the guy in complaints saying in one breath Google didn’t challenge and in another saying they sent a pic of someone’s door, his answer to that was ‘we can’t decide if that was your door or not’.

eskbanker

wizzywig27 said:

I recall the guy in complaints saying in one breath Google didn’t challenge and in another saying they sent a pic of someone’s door, his answer to that was ‘we can’t decide if that was your door or not’.

Yes, it's been discussed on plenty of other threads previously that the retailer supplying any sort of proof of delivery defeats a chargeback, even if the customer insists that it was delivered to a different address.

wizzywig27

eskbanker said:

wizzywig27 said:

I recall the guy in complaints saying in one breath Google didn’t challenge and in another saying they sent a pic of someone’s door, his answer to that was ‘we can’t decide if that was your door or not’.

Yes, it's been discussed on plenty of other threads previously that the retailer supplying any sort of proof of delivery defeats a chargeback, even if the customer insists that it was delivered to a different address.

It’s a very odd situation, in that he says they have provided proof of delivery but Nationwide still decided in my favour. 

I have emailed him asking if he agrees with me, why didn’t he refund me. Let’s see what he says 

oldernonethewiser

wizzywig27 said:

eskbanker said:

wizzywig27 said:

born_again said:

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

I was given the refund initially temporarily - now that has been made permanent. 

I did contact Google and they advised that there was proof of delivery (I have never seen it) so were unwilling to refund me. That being said Google were terrible from the get go. 

Surely if Google's position was that there was proof of delivery then they'd have challenged the chargeback on that basis?  The fact that the chargeback was apparently finalised without them doing this doesn't mean that story ends there, in that they could still pursue you for what they contend to be a debt, in the belief that you received the new handset, so if this ends up in court you could be both claiming and defending....

Absolutely, although not sure it will go to court, probably at most pass it to DCA at which point I will provide my evidence and they provide theirs.

I would think this scenario is highly unlikely, they will probably just blacklist the handset (if they haven’t already).

I suppose that as things stand, I am still £446 down. 

I recall the guy in complaints saying in one breath Google didn’t challenge and in another saying they sent a pic of someone’s door, his answer to that was ‘we can’t decide if that was your door or not’.

Can you report it as theft as it appears someone has your new phone?

wizzywig27

oldernonethewiser said:

wizzywig27 said:

eskbanker said:

wizzywig27 said:

born_again said:

wizzywig27 said:

eskbanker said:

Did you pay £603 by card and trade in a handset valued at £446, in exchange for a new handset costing £1049?

Or did you pay £1049 by card and also trade in a handset valued at £446, in exchange for a new handset costing £1495?

If the former, you'd seem to be all square (assuming what you refer to as a 'refund' of £446 is actually a refund of £446), but if the latter then not so....

I paid £1049 on my debit card, £1049 was taken by Google.

when Google (or PWS in this instance) received my handset they evaluated the condition and informed Google all was good and Google ‘refunded’ me £446 to the original payment method using the same transaction.

so I have (in theory) had £1049 but I am down a phone (to the value of £446).

referring to the guy above, how can I go to PWS and ask for £446? Or even Google when they refused to give me the £1049 back? 

And regardless of a promotion, they offered me £446 (inflated promotion or not) - appreciate Nationwide may not be in a position to adjudicate on that, but I have provided proof that I traded in my phone and the £446 ‘refund’ they received was for that transaction, not a part refund due to loss of handset etc 

OK, so now that makes sense.
Can see why Nationwide have done what they did, given refund from the same co as debiting. Which make it look like they have part refunded.

the guy in the Nationwide exec complaints team actually agrees with me

Which begs the question. Why has he not refunded the £446? I would guess their redress limit would be more than enough to cover. Instead of letting the case going to FOS which is going to cost them more... 

Smacks of saying what the customer wants to hear.

Sorry if you had tried to resolve.
Sadly this is where going straight to a chargeback, as no mention of trying to resolve with retailer is fraught with danger. Hence why questions include have you tried to resolve with retailer. Many say YES, when they have not.

I was given the refund initially temporarily - now that has been made permanent. 

I did contact Google and they advised that there was proof of delivery (I have never seen it) so were unwilling to refund me. That being said Google were terrible from the get go. 

Surely if Google's position was that there was proof of delivery then they'd have challenged the chargeback on that basis?  The fact that the chargeback was apparently finalised without them doing this doesn't mean that story ends there, in that they could still pursue you for what they contend to be a debt, in the belief that you received the new handset, so if this ends up in court you could be both claiming and defending....

Absolutely, although not sure it will go to court, probably at most pass it to DCA at which point I will provide my evidence and they provide theirs.

I would think this scenario is highly unlikely, they will probably just blacklist the handset (if they haven’t already).

I suppose that as things stand, I am still £446 down. 

I recall the guy in complaints saying in one breath Google didn’t challenge and in another saying they sent a pic of someone’s door, his answer to that was ‘we can’t decide if that was your door or not’.

Can you report it as theft as it appears someone has your new phone?

I could, but it’s not my phone, I never received it and it wasn’t stolen from me, I’ve also had my money back (in theory). Plus I’m just going by what the guy sent me, I’ve not seen the evidence Google provided.