Hello,
Thank you for contacting Visa.
We apologize in advance for any inconvenience, as we currently do not support the language that you are writing to us.
In an effort to provide assistance, we have translated your message and identified the following information to answer your inquiry:
Unfortunately, Visa cannot progress this case on the cardholders behalf since Visa does not have access to, or jurisdiction over, cardholder accounts.
It may help you if I explain the role of Visa. Banks join Visa to either issue cards to their customers (e.g. yourself) or sign up retailers to accept the cards. Our client issuing banks are responsible for all account management and billing inquiries. Account information is confidential and is regulated by the Terms and Conditions between client banks and their cardholders.
As Visa clients, the banks agree to abide by a set of rules and regulations. This ensures that the payment system works for everyone using it – wherever they are around the world. When the bank signs up a cardholder, they have to ensure that their terms and conditions accommodate the standard requirements of Visa.
As you are aware, in cases of disputed sale transactions, the cardholder may be eligible for a chargeback. Chargebacks are reversals of disputed sales transactions.
Visa chargeback rules and regulations apply to all Visa credit and debit cards. As a Visa cardholder have a right to approach their bank and ask them to request a refund if the goods and services you purchased with their debit or credit card are not supplied as specified. This also applies in the case where a merchant ceases trading.
Please advise the cardholder to contact their card-issuing bank for detailed advice about chargebacks. They can contact them directly using the address or telephone number on their Visa statement, or on the back of their card.
If they do not have insurance and are not eligible for chargeback, their card-issuing bank may not be able to assist them in this issue. The cardholder is advised to speak to your local Citizens Advice Bureau who will be able to tell them what their legal rights are in this case and whether the merchant is liable by law to give them a refund.
Thank you for writing,
Elizabeth
Consumer Support Europe www.visaeurope.com
Disclaimer: If you notice a change of from email address, then we are responding to your query from the correct department/mailbox.
ABOUT VISA – We are a payments business. We are not a bank and we do not issue cards. Nor are we a credit card company, so we do not lend or set the fees that consumers pay. We provide the brand, systems, services and rules that help make electronic payments between millions of consumers, businesses and governments happen. For more information, please visit our website. Please note that all consumer enquiries are handled by our Consumer Queries Team based in the United States of America. For more information on Visa’s privacy practices please visit the privacy page at s:www.visaeurope.comrivacy/
