Section 75 credit card protection query

[S75query]

Hi there

3 months ago I bought a large household item that I believe to be of overall substandard quality. A small but integral part of it was also faulty.

Within 2 weeks of delivery I asked for the retailer to collect the item and refund my money. I have chased this up via email and letters with no joy. They sent a replacement small part, which I told them I did not want. They insist they do not have to provide a refund as the item was assembled and that’s that.

The item cost over a thousand pounds. It is bulky and I cannot just pop it in the post.

Last weeks contacted my credit card provider and told them I wished to claim from them, under section 75. They told me to contact the retailer again to ask they refund and collect the item and they would raise a dispute.

I have had the following letter - please see attached. I am somewhat confused as nowhere does it mention section 75. I have not returned it due to size.

Furthermore, I have a zero balance on my card as I pay in full each month. Have they sent the wrong forms? I am not disputing the transaction amount - I am disputing the quality of the goods and lack of refund and thought the credit card was jointly liable?

Any advice would be welcomed. I will of course call my credit card helpline again but it takes an age to be connected.

I dont see a letter

@dementedpixie - apologies!

I shall try again. The form with the letter literally just asked the dates of the transaction, the amount and a brief overview of what’s wrong. No mention at all of S75.

Just give them the info they want, what’s the issue?

They need the details to formalise the dispute with retailer. I suspect this is dealt with by a different team to giving you any refund.

@luminette - no issue. I have completed the form and sent it back. I just wondered why none of the paperwork mentioned s75? I have never disputed a charge before so unsure what to expect.

The form asks for the date I sent the item back - I haven’t, it’s huge and needs to be collected. I have asked the company to collect it for 3 months. I’m worried because I still have it, the card provider will refuse the refund. I thought at this stage I was claiming from the card as they’ve refused to refund or collect the faulty item.

@LIZS thank you. I explained the issue in detail when I called the card provider last week but was worried that this paperwork suggested I was querying the transaction amount, rather than querying the quality of the product and subsequent lack of refund.

Hi OP is it visa or MasterCard you’ve used perchance?

It sounds like your CCC have done a visa/MasterCard chargeback. S75 holds them jointly liable and they may have to pay you themselves. Chargeback works better for them as it’s just a reversal of the transaction. For you it shouldn’t make much difference unless the company disputes it, but if they company do dispute it I’d complain as chargeback isn’t what you asked for.

@Backbackandforth thanks for responding. It’s a MasterCard. I sent the forms back with a letter outlining that they are jointly liable via s75 and I was therefore requesting the card provider refund me as I had no joy with the retailer.

The item is over a thousand pounds, is very bulky and until it’s gone I cannot order a replacement as i have no room.

It’s hard to get through on the phone lines but I will try again in a couple of days. The retailer has refused to refund even though the item was faulty and not as described and I notified them within a fortnight of delivery.

I am worried that if they do reverse the transaction via chargeback and I get rid of the faulty item then the retailer will dispute this and I will be charged again. After 4 months chasing the retailer I am done with them and do think this should fall under s75.

Also not sure if and when I can get rid of the item if a s75 refund is approved. I have contacted the retailer several times via writing/email requesting they collect their goods but they have no intention.