Chase chargeback timescale?

Nebulous2

Anyone had a chargeback processed by Chase recently? What was the timescale like?

We had two identical disputes recently. My wife and I both bought the same thing online, on the same day, one each, and the company promptly went into administration.

I claimed through NatWest and she is with Chase.

NatWest came back a few days later, asked for more information, then a few days after that, on the 10th of March refunded me and gave me a date by which I can consider the payment will not be recalled.

Chase is still dragging on. They don't respond, give a date by which she will get an update, then miss it, and when she chases they respond by asking for something else. They have all the information NatWest received, and more, but still a month from first raising the dispute there is no end in sight.

We have no experience of Chargebacks, this is a first, and I must say I'm disappointed in Chase. I haven't used customer service much, but I remember in the early days it was very good, they replied quickly, knew their stuff and were very helpful.

Has that changed, or have we just had bad luck?

miller

I'd be tempted to put a complaint in to Chase.

I had a chat with them about a year ago regarding a chargeback for an item less than a tenner and got the impression they were being obstructive albeit in that scripted/anodyne style which is popular these days.

I've previously had a successful chargeback processed by Barlcaycard without any quibble and that cemented in my mind I wont be using Chase for any large purchases or ones that have a slim chance of being disputed. I only make purchases with them now that qualify for cashback which tend to be straightforward ones.

born_again

https://forums.moneysavingexpert.com/discussion/6661371/chase-charegeback-timescale

Timescales will be the same for both banks (Visa/Mastercard may have slight differences, between them). As chargebacks are card regulations.

Different banks will have different internal ways of dealing with them & informing people, if at all once the process is started. As all timescales should be given at the start of the process.

So as far as we go, customer gets no updates, unless retailer contests (not likely in this case)

Nebulous2

https://forums.moneysavingexpert.com/discussion/comment/81938314#Comment_81938314

Thanks, that helps.

Both Mastercard. Both gave 10 working days as a timescale to make a decision. NatWest came back 3-4 days later for clarification, then said they were refunding pending the retailer disputing on the 10th of March. The money hit my account the following day.

Chase came back on the 10th working day asking for more information, which was sent by return. They then said she would hear by the 22nd of March. When that didn't happen she queried on the 23rd, where they again requested more information. She pushed back, saying she was concerned they hadn't yet refunded and they said it can take a while when the retailer is in administration.

born_again

A chargeback should be refunded at point of being actioned by YOUR bank. They then claim the money from the merchants bank.

The fact the retailer actually is in administration makes the process better, as there in reality is no one at the retailer to contest. So the it takes a while for a refund when retailer is in administration is a load of rubbish.

Maybe time for a complaint to focus their minds.