Opened credit card dispute long before 120 days, kept getting requests for more info, now denied.

dekaspace1

Not the first time this has happened to me.

Basically bought items around Christmas for presents, was a delay and so by time they arrived I had bought other items, and another order arrived damaged.

Sent them back together, but not until mid Jan as was busy due to stress of Christmas and New Year, items seemed to go missing in transport and the company kept telling me I had to wait 30 days until I could claim, and then the items did in fact turn up, after 2 weeks of no refund I contacted and was told they were still processing, 2 more weeks and I kept getting told processing so opened a case with my card company, I sent in tracking details, transaction details, return confirmation, even confirmation email they were processing the item and will get a refund when it is finished,

Had multiple emails back from credit card company asking for more info, asking me to list each item that I returned, when I made the order, order numbers etc all of which were in the original emails.

Got an email today saying claim denied as it is past the deadline.

I am going to phone tomorrow but what shall I be aware of? I gave them all the tracking details and info they requested long before the 120 days, it was their own fault they didn't do it in time, I had a problem a few years back with same credit card company and had to do a section 75 which they initially denied until I mentioned the consumer rights and then they paid out, so imagine it happening again but want to make sure they don't mess me around again.

Jenni_D

120 days is merely chargeback .. as you surmise you still likely have a S75 claim open to you.

Alderbank

You imagine s75 claims happening again.

What was the individual price of each gift?

Jenni_D

Good point re. pricing.

dekaspace1

Can't remember the exact price, but each order was over £100.

Caz3121

was each individual item over £100?

born_again

https://forums.moneysavingexpert.com/discussion/comment/81993408#Comment_81993408

But was the item, minus P&P?

120 days is from date of debit & when they have all the info to start process.

Sorry, Your post is not clear on how many items ordered when & what exactly has happened with each?

dekaspace1

Individual items were under £100 for first order, but the total minus P&P was over £100.

it was multiple items mostly around £10 each, a few around £6 and one or two around £30 basically presents.

2nd order was for electrical items, came to about £300.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81993553#Comment_81993553

Section 75 is only viable for individual items valued at £100 or more, so clearly won't apply for the first order, but for the second it'll still depend on item value…

And what was the reason for returning products, i.e. was it a change of mind or were they faulty?

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/6667631/opened-credit-card-dispute-long-before-120-days-kept-getting-requests-for-more-info-now-denied

Could you kindly clarify:

• Date items were ordered
• Date items were received by you (December?)
• Date items were returned by you (January?)
• Date items were received by the supplier - when they advised you the refund was being processed
• Date you first contacted the CC to initiate chargeback?

These dates are important to have precise dates as the post is not wholly clear and it may be that you were passed the timeline for chargeback when the claim was first submitted to the CC.

dekaspace1

Will get the dates when I check my email and update, but offhand the items were ordered about 10 days before Christmas so mid December, returned around the 15th Janurary, arrived to them around about 15th Feb, opened dispute start of march so only about 2 and a half months after I purchased.

However every 10 days or so I got emails from the dispute team asking for more info, basically the same things each time, asking for items ordered, order numbers, date recieved, date sent back, tracking number and any other communications with me and company.

Each time I sent PDF's of the emails as per their request, wrote the amounts of the transactions too.]

I don't know if it was looked at by a real person or AI (who know's these days) as they kept requesting the same info. I did mention to them in the final email that the images uploaded show the information required, I put in screenshots of the tracking being signed for, order confirmation return confirmations, processing information.