2015 - 2016

Cards

Credit card

Mr S entered his credit card details on a movie streaming website to see whether he could receive the service. He was then charged by the merchant for a service he says he never received. He contacted his bank to make a complaint about the credit card provider and the merchant. He also wanted the charges from his card to be removed.

The bank initially responded saying there was nothing it could do as he had authorised the transactions by entering his card details on the website. As a goodwill gesture, the bank refunded the money charged to his credit card.

However, Mr S didn’t think the bank had gone through the proper process when he complained to it and the merchant had not been held accountable, so brought his complaint to our office.

We found the bank had failed to properly advise Mr S about the chargeback process and that it could have required the merchant to provide evidence Mr S authorised the transaction. As a result of the bank’s poor handling of his complaint, Mr S had missed the opportunity to dispute the transactions.

The bank agreed its service to Mr S had been poor and offered $500 to compensate for inconvenience. We advised him we thought this was a reasonable offer and he accepted it.