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    • Hello,

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      OT APPROVED, 365MC637, FAROOQ, EVRi, 12.07.23 (BRENT) - J v4.pdf
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RBS chargeback help ***Refunded in full***


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Hi everyone,

 

I've never been in a "chargeback" situation before and would appreciate some help.

 

I've tried to do some research before posting.  My purchase was by credit card, and for under £100, so Section 75 is no good but chargeback is - right?

 

What happened is this.  I'm going on holiday to Uzbekistan in June and I was trying to buy tickets on the Uzbek trains site.  The site kept crashing during payment.  On one occasion, although no ticket was issued, payment was taken from my RBS Master Card.

 

To complicate matters, although I'm British I live in the EU and if I have to faff around with snail mail to ask for chargeback (because banks won't communicate by e-mail) or get on the phone to them I'll end up paying more than the lost payment (train tickets are cheap in Uzbekistan, the 1010 km night train costs just over 15 quid).

 

Of course it's impossible to find chargeback info on the RBS site.  instead they have a "dispute a card transaction page" https://www.rbs.co.uk/fraud-and-security/retaildisputes/card-payment-dispute.html  with a procedure that looks easily doable on-line, but I'm just wondering that if i accept their procedures I'll somehow be "giving up" chargeback rights.

 

Sorry for any daft newbie-ness, never been in this situation before!

 

Thanks in advance for any help.

 

We could do with some help from you.

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Thanks to you all for your help.

 

I got two e-mail addresses from the Uzbek trains sites on Saturday and e-mailed them in English, and, er, in Uzbek and in Russian (well, bad Google Translates Uzbek and Russian at least).  Today I got another e-mail address from them after they e-mailed me a successful ticket purchase  [email protected]  so the mail went off a third time.

 

The RBS only allow me to register a dispute after 14 days so I'll see if the Uzbek site replies.

 

I may be pessimistic, I had a similar problem with Azeri trains in 2015 and they did refund me, albeit I had to wait for quite a while.

 

It is a Mastercard.

 

I'll read the MSE guide over the weekend when time permits.

 

Thanks again.

We could do with some help from you.

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  • 2 weeks later...

Thanks to everyone for your help.  The MSE guide was indeed easy to follow FruitSalad.

 

So as the 14 days are up today I've started a payment dispute case with the RBS's own disputes procedure and kept screenshots of everything I wrote.

 

As belt & braces I also requested, through their feedback form, an e-mail address through which i can request a chargeback.  Their automatic chat bot refuses to recognise the word.  There are no e-mail addresses on their site.  I've said I want an e-mail address as (a) my geographical branch has closed down and (b) I don't live in the UK.  We'll see what happens.  If they don't cooperate the plan is to e-mail a letter to them to a close friend in the UK and ask her to print it out and send it.  I know Andy isn't optimistic about chargeback but I might as well try, for the experience of going through the procedure to learn about it if nothing else.

We could do with some help from you.

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Thanks FruitSalad, but on ceoemail.com and also CAG's own RBS contact page there are only snail-mail addresses for the CEO.

Anyway, regarding the bank's own disputes procedure, they sent me a mail today asking for more details - in particular of proof I have contacted the retailer.  I have just sent the same.

Regarding chargeback, well on Monday i got a reply from the bank's customer services -

We have reviewed your query and have passed your details on to the relevant team who we feel are best placed to deal with the query you have raised

- since which you'll be unsurprised to learn I've heard precisely nowt.

I'm therefore getting on with getting a mate in the UK to send them a snail-mail letter with proof of postage.

We could do with some help from you.

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Doh! 🤦‍♂️

Why didn't I think about the NatWest link, especially as, er, i was in the UK on 21 April and went into a NatWest branch?!!

E-mail just sent to Alison Rose.

Thanks FruitSalad and dx.

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We could do with some help from you.

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Well, less than two hours after e-mailing the NatWest CEO I got a reply from a "Case Manager within the bank’s Executive Office" asking me for more details of the disputed transaction.

So the chargeback claim has gone to him, with my letter indeed summarising "more details".

Let's see ...

We could do with some help from you.

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Well, a lot has happened in the last 48 hours.

Yesterday the NatWest "Executive Case Manager" e-mailed me -

Dear XXXXX

Thank you again for your email to Alison and for getting back to me with further information.

I’m sorry again for the problems you have experienced trying to raise your chargeback claim and I acknowledge that you are unable to visit any of our branches as you live overseas.

While you are unable to raise a claim by email, customers can raise a chargeback claim via our website and I’ve detailed a link below.

https://www.rbs.co.uk/fraud-and-security/retaildisputes/card-payment-dispute.html

I was sorry to read of the problems you had using Cora and I recognise the frustration that this caused you. I’ve just used the service and if you type in chargeback and then click on retailer dispute, you can select goods not received and follow the relevant steps.

I accept that we should have handled your query better and there is no excuse for failing to get back to you. Please accept my apologies for this.

I can see from the emails you have enclosed that you have tried to contact the transport service for a refund but haven’t had a response to your letters. Due to the poor handling of your query, I’ve made arrangements to refund the transactions below, which will save you the trouble of raising a claim and I do hope that this resolves matters.

05MAY23       DEBIT         NON-STERLING TRANSACTI                           0.41-

05MAY23       SALE           RAILWAYUZ                                                      15.05-

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this email. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

On the one hand he refuses to accept the chargeback letter I e-mailed him and strangely refers to the bank's own procedure as "chargeback" when I don't think it is ... but on the other hand promises to refund me which is fine!

A few minutes ago I received this from the RBS retail disputes people -

Hello XXXXX

About your dispute
We just wanted to let you know that we're temporarily refunding the payment(s) that was made to RailwayUz for the amount of £15.05 & £0.41 as Non-sterling transaction  fee while we investigate further. This will show as a credit on your next statement.

Retailer Credit?
We advise monitoring your account as the retailer may issue their own refund as a result of our investigation. If this were to happen, we will reverse any temporary credit(s) within 25 days without notice.

What happens next
RailwayUz may provide more details about the disputed payment(s). This could lead to the temporary refund(s) paid to your account being reversed. We may need to contact you again at a later date should we require any further information.

If you do not hear from us by 15 August 2023 the refund will remain in your account.

I've just checked my account and the money was refunded yesterday!

So unless there is some last-minute twist I think this can be marked as a win!

Thanks to Ethel, dx, BankFodder, Andy & FruitSalad for the advice.  FruitSalad is on my "must send a postcard to from Uzbekistan" list!

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We could do with some help from you.

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Point taken MiE.

Just written on the calendar to check my account on 16 August and report back.

We could do with some help from you.

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  • 1 month later...

Well, the latest is that i got refunded on 26 May ... and again on 29 May!

This will be because I was both going through the bank's internal disputes procedure but also pushing for chargeback.

The first refund was entitled "Credit adjustment" while the second was "ERT/compensation".

Once I'd completed my last Uzbek train journey I wrote to the bank to say i was entitled to one refund, but not two.  The reply form the person who had sorted everything out was -

Dear XXXXX

Thank you for letting me know.

Give the low value, I’m happy to leave this matter as it is. As I credited the amount as compensation, this won’t cause you any problems with our Disputes Team. 

Many thanks

Anyway, I know D-Day is 16 August but so far the bank have been happy to refund me - twice!

Thanks to everyone for your help.

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We could do with some help from you.

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  • 1 month later...

Well, D-Day has been and gone, and the money is still safely in my account - twice!

Thanks to FruitSalad and everyone who helped.

I'll certainly know what to do in future thanks to you all.

  • Like 1

We could do with some help from you.

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