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Halifax unathorised transaction with Ryanair

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Hi

 

I hope you can help me, on the 13/04/2018 there was a credit card trasnsaction made with Ryanair to fly from Manchester - Madrid and Madrid to Tangier Morocco on the same day.

 

We normally travel to Morocco every summer to our home in Marrakech. We always book direct flights either from Manchester or Liverpiool.

 

This transaction is unusual as I normally travel with my three children all aged under eleven.

I immediately informed Halifax who raised a dispute against Ryair as it wasnt a fraud since the details matched.

 

I have explanied to Ryanir and Halifax that I did not authorise nor recognise this transaction as its completely bizarre.

We have an excellent record of using our credit card no issues with purchases and payments and to be honest we are planning on paying it all off very soon as we have less than £300 remaining.

 

I am so upset and stressed as I dont want to pay for anything that I have not purchased or bought.

 

Today Ryanair have advised Halifax they they will not refund on the grounds are as follows:-

 

1) Details of passengers match

 

2) No refund policy

 

I have spoken to Halifax at length that the evidence provided by Ryanair does not substabtiate to the fact that it was I who booked the tickets and under their 'no refund policy' it is an easy escape route.

 

We have prerviously booked tickets with Ryanair flying direct to Marrakech from Liverpool and London.

Never once complained - however this transaction is so bizarre that firstly it is pointless booking a one way ticket to Madrid from Manchester then waiting around couple of hours to fly out from Madrid to Tangier.

 

Now from Tangier to my hometown is further 5 hours drive to Marrkech when I could easily book direct flight to Marrakech and be there in my house within 3.5 hours from the UK.

 

Between the connecting flights there isnt much time to explore, its a one big rush to one side of the airport to another.

I say pointless because having 3 children and making them rush to one gate to another would be foolish and injustice.

 

I have also offered the bank to check my previous travels that it will show that I have always travelled direct without any stops.

I have no family, friends or flats in Madrid and Tangier and I feel that Halifax is being so unhelpful by applying pressure that I should make this payment.

 

Please could you advice what I can do?

 

Regards

Edited by dx100uk
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do a section 75 reclaim.

 

cold it poss be fraud [your card has been swiped and cloned? whist in spain or something?]


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Never been to spain cannot recall every using my debit except buying a play station few month before.

What is section 75 reclaim?

 

I have been dealing with Halifax's dispute team who then put in touch with Halifax Represents who have advised that Ryanair will not uphold and have resubmitted the charge.

 

Halifax is providing inconsisted messages saying that the email I have recieved today was sent on the 04/06 when I only received this today.

I feel that I am poorly mistreated and Halifax is not doing much to help me :(

Edited by dx100uk
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PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

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You really shouldnt be going into all the detail you have outlined in your initial post.

 

If you have not booked the tickets...you want a refund of the fraudulent transaction...end of the matter.

 

No need to go into detail of flight paths and connections and number of children... Ryanair have to disclose proof you booked it.

 

13.7 Fraud

 

13.7 Payments must be authorised by the cardholder named in the booking. We withhold the right to cancel your booking without prior notice if we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity. Such suspicion may be based on the following activities:

 

13.7.1 You cannot present the card used to make the booking at the airport, if asked to do so;

 

13.7.2 You cannot provide, when questioned, contact information for the cardholder so that we may carry out security checks;

 

13.7.3 The cardholder did not authorise the payment and claims that the booking is fraudulent;

 

13.7.4 There has been previous fraudulent activity/chargebacks by you or the cardholder;

 

13.7.5 Information given while booking is erroneous/inadequate/inconsistent/linked to fraudulent behavior; or

 

13.7.6 There have been multiple payment attempts with inconsistent data entered.

 

 

https://www.ryanair.com/gb/en/useful-info/help-centre/terms-and-conditions

 

 

 

https://www.halifax.co.uk/creditcards/help-guidance/payment-disputes/

 

 

Andy


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The only proof they have provided to Halifax is a log of passenger details and card details and nothing else. I argued that still does not prove that I did this however Halifax keep saying its not fruad as the details on the booking match to actual people involve. Their interpretation of fruad is if someone uses your credit card and falsley makes a claim with incorrect details.

 

 

 

For that reason I was transferred to Halifax dispute team who liased with Ryanair and who then arragonatly return the chargeback to Halifax. All the details above has been requested by Halifax.

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Then refer to above Ryanair T&Cs....

 

13.7.3 The cardholder did not authorise the payment and claims that the booking is fraudulent;

 

Can they prove you authorised it ?


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Andy what can i do to get this resolved they are asking me to pay them £700 to something I didnt authorise.

 

 

 

 

You really shouldnt be going into all the detail you have outlined in your initial post.

 

If you have not booked the tickets...you want a refund of the fraudulent transaction...end of the matter.

 

No need to go into detail of flight paths and connections and number of children... Ryanair have to disclose proof you booked it.

 

13.7 Fraud

 

13.7 Payments must be authorised by the cardholder named in the booking. We withhold the right to cancel your booking without prior notice if we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity. Such suspicion may be based on the following activities:

 

13.7.1 You cannot present the card used to make the booking at the airport, if asked to do so;

 

13.7.2 You cannot provide, when questioned, contact information for the cardholder so that we may carry out security checks;

 

13.7.3 The cardholder did not authorise the payment and claims that the booking is fraudulent;

 

13.7.4 There has been previous fraudulent activity/chargebacks by you or the cardholder;

 

13.7.5 Information given while booking is erroneous/inadequate/inconsistent/linked to fraudulent behavior; or

 

13.7.6 There have been multiple payment attempts with inconsistent data entered.

 

 

https://www.ryanair.com/gb/en/useful-info/help-centre/terms-and-conditions

 

 

 

https://www.halifax.co.uk/creditcards/help-guidance/payment-disputes/

 

 

Andy

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No need to go into detail of flight paths and connections and number of children... Ryanair have to disclose proof you booked it.

 

The IP address of the computer used to make the booking would be valuable information to indicate where the booking was made from. Ryanair should be able to provide this information, if they can't, then that would suggest their record keeping is sloppy.


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Then refer to above Ryanair T&Cs....

 

13.7.3 The cardholder did not authorise the payment and claims that the booking is fraudulent;

 

Can they prove you authorised it ?

 

 

They cannot prove i authorise the booking. They keep referring to their non refundable policy and so do Halifax

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Halifax do not have a non refundable policy...use the link I have provided above and report it as fraud

 

" Today Ryanair have advised Halifax they they will not refund "

 

Its not up to Ryanair...Halifax do the telling....and recall it.

 

Send the following to both.....

 

https://www.consumeractiongroup.co.uk/forum/showthread.php?387306-Full-Subject-Access-Request-under-the-new-GDPR-2018-regime(1-Viewing)-nbsp

 

Regards

 

Andy


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Hi Andy

 

 

Thank you so much for all the help. I have spoken to Section 75 team they have now passed my details to their complaints team once i learn of their outcome then I will follow the steps outlined. Also how i go start a section 75 reclaim?

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We could do with some help from you.

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Hi

 

I still have not heard from Halifax as they were suppose to call me from their complaints team.

Would you advice that I start my filing for section 75 reclaim ?

I dont want to leave it too late.

 

Regards

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You wont leave it too late...you have 6 years.

 

 

Andy


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This is the email Halifax have sent me today:-

 

Card Number: **** **** **** 7047

Transaction Details: RYANAIR

Transaction Amount: £415.49 & £377.31

Transaction Date: 13/4/18

 

I am contacting you regarding the above disputed charge.

 

Unfortunately we are unable to assist further due to the dispute being describes as a “Do not recognise”, but due to your details being on the documents the merchant have submitted we are acting within MasterCard Regulations and cannot progress further with your case.

 

As we had already credited your account with the same amount, it will now be necessary for us to re-debit your account, which will show on your next statement.

 

PLEASE NOTE: When replying, please include your case ID (CCE-), initials, full surname, your post code and the last 4 digits of your card number. To help protect your identity and stay safe online, please do not send any further information regarding your identity by e-mail.

 

Yours sincerely

 

I have explained my case to them and it seems like Halifax are in favour of Ryanair.

 

One of the members highlighted that Halifax have an obligation to protect its customer.

 

What shall i do now gents?

Edited by dx100uk
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There is no form you simply inform Halifax you require a Section 75 claim...but given your last post..looks like they wont entertain one and are satisfied that Ryanair are correct to process the charge.

 

Court Claim is now your only option...if you can prove you didnt book it....

 

Andy


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Hi Andy,

 

Given the fact that Halifax has sided with Ryanair what how can prove that it was not me who booked it? they can check my IP address although that information was never disclosed on Ryanir provided evidence.

 

According to Halifax's dispute information in order to request a claim under section 75 I have to write to them detailing what has happened.

 

Regards

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I have just written an email and also the sent a similar email to the financial onbudsman. I will keep you updated.

 

 

Thanks

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Hi

 

 

 

Just to keep you folks updated this was the last response from Halifax :-

 

 

am contacting you regarding the above disputed charge.

Thank you for your email, although as per my colleagues previous email, we as a processing team are unfortunately bound by strict MasterCard regulations which gives us no further rights of recourse with returning the above two charges to the retailer.

 

When you initially raised the dispute with us, we followed our process by reviewing the merchants documents in which they have re-presented to us. However as you raised the dispute with not recognising the transaction on your account, we reviewed the merchants documents and followed MasterCard regulations. Upon reviewing we took note of your details evident on the merchants documents, and following MasterCard regulations if your details have been provided then we have no right in being able to assist you any further with your claim.

 

We understand that this is not the outcome you were hoping for but unfortunately in this instance there is no further action we can take.

 

In view of the above information it will therefore now be necessary to re-debit our temporary credit which we applied to your account when you first raised the dispute with us. We try to help where possible but in order to reach a satisfactory outcome you would need to contact the merchant directly, as per MasterCard regulations we strictly do not have any rights to be able to issue a charge back (returning the charge to the retailer), or able to assist you any further with your claim.

 

 

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

 

 

I am now in the process of liaising with the Financial Ombudsman in assigning an investigator to look into my case. They are keen to find out why Halifax have not done more to help.

 

 

 

I will keep you posted

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