Hopefully you can give advise on my next step regards my complaint.
I am trying to be fair with my bank and only asking for my original payment of £120 to be reimbursed, I am not asking for payment for the time and effort I have put in to writing these letters and sending these recorded delivery, the 8% interest, and the added stress this has caused me as a pensioner and full time carer for my son who has severe mental health issues and trying to make sure he isn't sectioned again by making sure he is taking his medication. I really could do without all this on top.
I feel if I don't get a satisfactory response this time I feel I will make a claim for the stress caused etc, the whole process has been shambolic from start to finish.
Here is the time frame at the moment from start to finish and where I am currently at with my complaint :-
26/11/2014 - Item bought for £120 as a Christmas present for my grandson
5/01/2015 Item broken after just over a week, Emailed seller with no joy, so sent item off for repair, told it was unrepairable by a reputable company.
20/02/2015 (86 days after purchase) - sent letter recorded delivery to my bank asking to inititate a chargeback.
28/02/2015 (94 days after purchase) - Received letter from Fife office saying they needed proof that I had returned item, or at least tried all avenues to try and return item.
09/03/2015 (103 days after purchase) - After giving seller time to supply said information to return item and receiving no reply, I sent another letter recorded delivery with all information of trying to return item, I also sent photographic evidence of the damage to the item I got from the reputable company I sent the item to be repaired at.
This letter was signed for at the Halifax office in Fife on the 10/03/2015.
I received a text asking to ring the Fife office on the 16/03/2015 (110 days after purchase) I rang and they were unsure of why I was ringing, I explained the situation and the reference number of my complaint, They checked the system and were adamant that the letter I sent recorded delivery had never arrived I gave the tracking number and name of the person who signed for it. at the Fife office. They said it wasn't on the system so couldn't have been received, Not wanting to argue I said can I email all the information which I did on the 16/03/2015 (110 days after purchase)
07/04/2015 (132 days after purchase)
I received a letter from head of debit card disputes saying I was now out of the time limits that Visa International set for disputing a debit card payment so therefore they would not be able to claim a chargeback for me and that is the end of the matter as far as they are concerned.
I have sent a letter today giving them 14 days to rectify the situation, I keep all receipts and copies of information I send including tracking numbers which I have sent to her, which shows I was well inside the 120 day Visa International limit.
I am unsure of my next step? Do I go to customer services, or go to the financial ombudsman?
I am pretty certain Halifax debit card disputes will refuse to reimburse me as they can't now initiate a chargeback as it is over 120 days which Visa set, I just don't feel it is fair me being punished for shoddy administration practices which has happened in this case. They had the information well within the 120 day limit.