Posted: Mon Oct 19, 2020 9:37am
Credit card companies are inundated at the moment with chargeback for the travel sector. I booked Vueling flights with my Nationwide credit card last year, Vueling cancelled my flights in May understandably due to Covid offered me the option of a full refund via method of payment, they then chose to give me a credit note with expiry date. Wasnt happy, tried dealing with Vueling to get a refund but no response from them. Started my chargeback with Narionwide in May only last Wednesday that I finally got my money back!
Nationwide were a nightmare to deal with, they didn’t have any contingency plan to help deal with the increased number of chargeback claims. That mixed with reduced staff in office caused then to provide a shocking service. I fully appreciate the early weeks/months of the pandemic they would have struggled as the were clearly ‘off guard’ with their continuity plans, but six months into the Pandemic there were no signs of any improvemnt or redeployment of existing or new staff. I felt sorry for the staff having to say the same disappointing message about backlogs etc but in the end I felt Nationwide had behaved disgracefully so made a complaint to the Financial Ombudsman. I would urge anyone who are facing delays with chargeback to initially make a formal complaint to the organisation, if that dosent resolve your complaint and you remain unhappy (or you dont receive a response within the ombudsman’s guidelines I would urge you to then complain to the ombudsman. The more people that do this it will become apparent to the ombudsman the numbers involved and help form future policy to protect us the consumers!
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