The Banking Ombudsman has upheld a customer complaint about the bank’s handling of a credit card dispute. The bank’s customer had given his credit card details to an online retailer, but had not received the service from the retailer.  The bank’s initial reaction was to deny a refund to the customer because he had given his details to the retailer.  That was not the process the bank should have followed.  The bank should have required the retailer to give evidence that the customer had approved the transaction. 

The bank agreed to refund the amount charged on the credit card and also to pay $500 compensation for the way it handled his complaint.

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Alan Knowsley