I’ve been ready months for Virgin Cash to take a look at my £18,500 declare | Shopper rights

In December 2022, I used my Virgin Cash bank card to pay £500 in direction of an £18,500 order for a big amount of insulated concrete blocks. These have been for use within the self-build development of my home. The remainder of the cash was paid by financial institution switch.

Six months later, and earlier than the blocks had been delivered, I used to be knowledgeable that the supplying firm, Insul Hub, had ceased buying and selling and was going into liquidation. I used to be informed the corporate was “unable to satisfy present obligations” to its clients.

Because of this, I submitted a part 75 declare to Virgin Cash. After 10 weeks of listening to nothing, I referred to as Virgin Cash, solely to be taught that the declare had not even been handed to a claims handler, and that there was no timescale for this to occur. I made a proper grievance however have heard nothing extra.

It’s now three months on and Virgin Cash can’t (or is not going to) give me an estimate as to when they may have a look at the declare. Within the meantime I’m out of pocket by £18,500, which I used to be below the impression (maybe falsely) that the part 75 course of would defend me from. Are you able to assist?

AH, by e mail

Your case reveals why it’s so vital to make use of a bank card when making huge purchases for objects but to be delivered, notably from small companies. Had you paid the entire sum by financial institution switch, you’ll have misplaced the lot.

Part 75 of the Shopper Credit score Act 1974 permits customers to carry the cardboard supplier collectively liable within the occasion that an organization fails to ship objects or if there’s another breach of contract. Customers don’t have to purchase the entire merchandise utilizing their bank card – they simply should spend no less than £100 of the full sum on the cardboard to realize the safety for the complete quantity. Customers should pay the corporate instantly – not through an agent – and the full worth can’t be above £30,000 to be coated.

That mentioned, getting the banks to pay such claims is usually a long-winded and gradual course of. Even after I despatched Virgin Cash your letter, it nonetheless took an additional 5 weeks for the corporate to course of it. Fortunately, this week the corporate mentioned it had lastly accredited your declare and can refund you the complete £18,500.

It has additionally made an additional cost to apologise for the truth that it did not take care of your grievance in a well timed method. You might be very relieved the matter is resolved and you’re to get the cash again.

We welcome letters however can’t reply individually. E-mail us at [email protected] or write to Shopper Champions, Cash, the Guardian, 90 York Method, London N1 9GU. Please embrace a daytime cellphone quantity. Submission and publication of all letters is topic to our phrases and circumstances


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