The person contacted Nationwide over social media to set out their situation. They said they had purchased something with their card a few weeks ago and were due to be “getting a refund on that purchase”.
They asked: “Since the original purchase I have a replacement card – will my refund still work?” Nationwide responded with some instructions for the member.
The provider said: “This should still be applied through Visa. However if it’s not with you within the timeframe the company provide for their refund process, you can get in touch with them directly to confirm the card details.”
How to dispute a payment
Guidance on the Nationwide website about disputing payments explains: “If something goes wrong with a purchase you’ve made, you may be entitled to a refund.” If you want to dispute a payment, Nationwide says to follow some steps first before you put in your claim with them.
The advice is to first speak to the seller, as they may be able to resolve the issue for you faster thatn Nationwide can.
You should keep a note of any contact you made and what happened, to help Nationwide process a claim. You should also check if the payment is showing as a pending transaction in the app or internet bank.
You may be able to dispute a pending debit card payment but you can’t do this for pending credit card payments. Customers should only raise a dispute once the payment has gone through.
You can raise a Visa dispute, where you ask Nationwide to get an amount back from a seller, if you made the purchase using a Visa debit or credit card.
If Nationwide cannot recover the amount in this way, you may be able to make a Section 75 if you made the purchase using a credit card. This refers to Section 75 of the Consumer Credit Act 1974, which makes credit card providers jointly liable with the provider for any breach of contract.
What should I do if a payment is wrong?
A payment may be wrong for a variety of reasons. If you have sent the wrong amount to someone, you may be able to resolve this by contacting the person you sent the amount to, to try and sort out the issue.
If a recurring card payment has been taken after you cancelled it, Nationwide says in its online guidance that “you’re due a refund”. You should note the date you cancelled the payment and any payments the company has taken since then.
You can then contact Nationwide for help with resolving the issue.