Question:
We received a complaint from an account holder who used their credit card to purchase a trip on 7/3/18 for over $2,600 from a travel company. He
provided evidence to us on 8/11/18 that the travel company had closed and the trip would not be offered and there would be no refund for what he had
paid. The information he was provided from the travel company said the purchase was non-refundable and he had not purchased trip cancellation
protection. He filed a dispute with us on 8/11/18 asking for credit for the cost of the trip. He did not make any payments on the account between
7/3/18 and 8/11/18, so it seems to me he would have a valid claim under both Reg. Z 1026.12 and 1026.13 (since he didn't/isn't going to receive the
services he paid for and he filed his dispute within 60 days of the date of the statement the charge appeared on and he had not paid for the charge
before he filed his dispute. Our bank's disputes department declined his claim, so he filed subsequent disputes, but was told each time that he was
not entitled to a credit. I work in Complaints, which is where this claim has now landed, and I believe we need to credit him for the purchase. Is my
thinking correct?
print
share