Visa debit card chargeback Nationwide refusing to help

[DONYID]

two orders where placed online with a firm who where based in china (the fact was well hidden and this was only discovered later on)

 

one was for £67.33

 

and the other £72.34

 

(i have added a scanned letter from the bank to the topic)

 

both orders arrived safe enough but right away i noticed the items where just not right they looked nothing like the genuine items i had already owned

 

so i took them to trading standards and also choice store who confirmed after time that they where in fact counterfeit

 

trading standards went as far as saying i couldn't send them back for a refund and sending counterfeit goods int he post was illegal

 

so i contacted nationwide who stated i need to fill out a visa dispute form and provide proof of order and receipts etc

 

which i did, i today get a letter saying they wont be able to do much about it the letter attached to this topic explains it better then i can

 

do i just drop it or can i take it further

 

 

[dx100uk]

scan the required letters/agreements/sheets

as a picture file

remove all pers info inc barcodes etc using paint

but leave all figures and dates.

goto one of the many free online pdf converter websites

convert the image to pdf format.

or if you have PDF as an installed printer drive use that

or use word and save as pdf

open a new msg box here

hit go advanced below the msg box

hit manage attachments below that box

hit the add files button on the top right

hit select files, navigate to your file on your pc

hit upload files

NB:you can set where it goes in the post by hitting insert inline.

the hit reply button

dx

[DONYID]

Scan-111022-0001.pdf

[raydetinu]

cant read it? I think you need to have 20 posts before you can add attachments etc.

[DONYID]

weird when i click 1st link it downloads pdf on my computer

[dx100uk]

strange that method usually works

 

dx

[DONYID]

ok i hosted it here hope this works now http://www.pdfhost.net/index.php?Action=Download&File=2d1b31e0eb91e7978bbf63783484babc

[Conniff]

Seeing as it has been agreed that the goods are counterfeit, I think I would be writing back to Nationwide saying that their suggestion that the goods have been delivered are laughable as it is 'not' the goods you ordered or paid for and you consider that what they are saying is tantamount to assisting in a fraud.

 

According to Visa:

 

Shop safely online

 

 

Online shopping is as safe as the high street and it’s reassuring to know:

• If you’re the victim of online fraud
  
• If your order is not delivered
  
• If you receive the wrong item
  
• If your order is delivered damaged
  
• If your travel company or airline goes under before your trip or whilst you are away
  

AND you have paid with your Visa card, you can get your money back (subject to your bank’s terms and conditions).

 

You could also contact Visa Europe and ask their advice, it is them who run the chargeback scheme.

 

E-mail: enquiries.europe@visa.com

Tel: +44 (0)20 7795 5777 (enquiries)

Tel: +44 (0)20 7937 8111 (switchboard)

 

I've also changed the heading to reflect the banks name so it is found in searches. If you want it changed back, please say so.

Edited October 22, 2011 by Conniff

[DONYID]

thanks mate i will call them and also call nationwide monday when that department opens

[Conniff]

I wouldn't actually advise using the phone at all. At this moment in time you have lost you money, so have the time to put everything in black and white.

 

If you must use the telephone, get yourself a telephone conversation recorder so that you can keep a full record of what is said. You do not have to tell the party on the other end that you are recording them.

I would also follow it up with a letter, preferably by recorded delivery.

 

I know we aren't talking a fortune, we also aren't talking pennies either, so follow this through to the end.

[DONYID]

thank you, i will write if that is the better option i am just on the phone to visa now and they are being funny with stating they are a USA based company and so help for UK complaints will be handled via email yet cannot explain why the number is for visa Europe and has a UK London based number yet they will only deal with USA based inquiries on the phone, it must just be one of those days today

[Old Cogger]

Seeing as it has been agreed that the goods are counterfeit, I think I would be writing back to Nationwide saying that their suggestion that the goods have been delivered are laughable as it is 'not' the goods you ordered or paid for and you consider that what they are saying is tantamount to assisting in a fraud.

 

According to Visa:

 

 

 

Shop safely online

 

 

Online shopping is as safe as the high street and it’s reassuring to know:

• If you’re the victim of online fraud
  
• If your order is not delivered
  
• If you receive the wrong item
  
• If your order is delivered damaged
  
• If your travel company or airline goes under before your trip or whilst you are away
  

AND you have paid with your Visa card, you can get your money back (subject to your bank’s terms and conditions).

 

You could also contact Visa Europe and ask their advice, it is them who run the chargeback scheme.

 

E-mail: enquiries.europe@visa.com

Tel: +44 (0)20 7795 5777 (enquiries)

Tel: +44 (0)20 7937 8111 (switchboard)

 

I've also changed the heading to reflect the banks name so it is found in searches. If you want it changed back, please say so.

 

Look at Fraud act 2006 section 2 & 3

[raydetinu]

I would always use email anyway, that way you have a trail and a record.

Visa are helpfull NOT!

good luck.

[IdaInFife]

You should have also got a letter of confirmation from trading standards that you can included

[DONYID]

little update i was in branch today for other reasons and spoke to a lady on the desk. stating how i was treated etc, a sit down with the manager where i pointed out what i had been told on here, and a call to department on my behalf and surprise surprise they are now starting a chargeback and if that fails they are going to pass it on to the fraud department to put in a claim, thank you guys SOOOO much is there a donations link for this site as id like to say thank you

[Conniff]

That is wonderful news, it shows that the banks, (or maybe the staff), just can't be bothered until pushed.

 

You can donate here -

[DONYID]

very true as they seemed to agree right away once questioned with the right facts, i will have a refund if only temporarily tomorrow and i will donate right away