Consumer complaint received 2021-08-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I booked a group holiday to XXXX with XXXX XXXX XXXX on XX/XX/XXXX *Please see attached receipt The trip was cancelled early due to Covid on XX/XX/XXXX. After the trip was cancelled I moved my trip to XX/XX/XXXX ( See email receipt ) XXXX XXXX went into administration and became bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. *Please see the attached email sent to me by the insolvency practitioners, XXXX on XX/XX/XXXX, informing me of the administration. I attempted to open up a chargeback dispute using the Chargeback code : Visa chargeback code 13.1 Merchandise services not received. I have been waiting for 9 months and my bank has refused to open up the dispute on the basis that Im out of the time-frame. Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. The merchant - XXXX XXXX XXXX has ceased trading. See Companies House as evidence that XXXX XXXX is about to be liquidated : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. In my case this date should be my new trip date of XXXX XX/XX/XXXX as I first let the bank know on XXXX XX/XX/XXXX You could also use my original trip date of XX/XX/XXXX They may also use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ) as I first tried to open the dispute on XXXX XX/XX/XXXX Visas rules : A Dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). On chargebacks there is normally a 120 day limit, but this can be extended to 540 days if the services were to be provided at a future date. So, for example, a vacation. Source : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been informed by the insolvency practitioners XXXX  that all credit card paying customers should go to their banks for a refund. The XXXX Government backed XXXX XXXX XXXX are advising me to do the same via this letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have been informed by XXXX XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way.

Company response to consumer: Closed with monetary relief