Chargeback - where to go from here?

oldernonethewiser

You have had your money back, you just don't have a phone, which has a value.

Very messy. 

wizzywig27

Yeah, in theory I have had all my money back, what is not being taken into consideration is the value of that handset, which Google valued at £446 

wizzywig27

For clarity the handset I traded in was a Samsung galaxy s24 - so not a cheap handset 

born_again

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’.

That's all that is required to contest non receipt. Could be delivery to the man on the moon & that is all required.

So sounds like bank decided to override the contest.

One would hope that Google have blocked the phone.

wizzywig27

Just an update on this one - the FOS responded today and didn't feel Nationwide acted fairly and has recommended that Nationwide refund me the £446 plus simple interest of 8%. 

Obviously Nationwide now have the opportunity to respond if they do not agree, hopefully they will see that they have not done the right thing here.