Charge Back Time Elapsed - Malindo/ING

Pootie Tang on 26/05/2022 - 11:16

Hi all

Thank you for taking the time to read this.

Purchased flights with Malindo late 2019. They stopped flying out of Australia when covid hit. Was promised a refund by the end of 2020/early 2021.

The runaround from malindo can only be described as elite. First it was covid overflow, then they issued me a credit voucher after promising a refund and now in the spin cycle again a year and a half later, credit voucher has elapsed and Malindo just keep saying it's processing almost 2.5 years later. I tried to initiate a charge back recently as services not delivered and was met with the below from ing

We advise that our investigation into your dispute from 26/01/2020 Cash and Purchase MALINDO AIRW0JRTFHBOD1 $274.03 is now complete.

We advise that under VISA Card Scheme rules, the transaction by MALINDO AIRW0JRTFHBOD1 (January 2020) took place outside the allowable time frame for us to initiate a chargeback with the merchant’s bank. This timeframe is within 120 days of either the transaction being processed by the merchant or the last expected receipt date of the services and not to exceed 540 calendar days from the Transaction Processing Date. As a result we are unable to assist further with your requested outcome in this instance.

They advised to contact fair trading, the company has no presence in Australia and is Malaysian based so I don't think that will help.

Any ideas? Should I keep pushing ING as I didn't think there was a statute of limitations for these types of things. It's only a debit card paid with visa. I feel as Malindo has led me on over this time (have a slew of emails) the above is time elapsed seems harsh.

Any ideas from anyone in the banking sector or anyone had a similar experience?

Thanks

Financial

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Comments

  • Settero on 26/05/2022 - 11:32
    +2

    $274.03 is a fair amount for a goodwill gesture , check the visa chargeback guidelines , pretty sure what they have told you is correct and they have no avenue to recover the funds in this case.

    Those pesky t and c's always with the fine print.

  • Master Bates on 26/05/2022 - 11:59
    +3

    Your claim is with Malindo, not ING.

    It is clearly written here.

    • Pootie Tang on 26/05/2022 - 12:39

      Appreciate that. Malindo have given me the run around to the umpteenth degree so just exploring other options. Thanks

  • mini2 on 26/05/2022 - 13:13
    +2

    Their response re the scheme rules is correct, to up 120 days of supposedly delivery date and not exceeding 540 days from the original date of transaction. ING can't do anything about it.

    • Pootie Tang on 26/05/2022 - 13:18

      Thanks

    • John Kimble on 26/05/2022 - 15:24

      They can refund the OP and write it off as a gesture of goodwill, but that is extremely unlikely.

      • mini2 on 26/05/2022 - 15:57
        +2

        Unless the bank has done something wrong then I don't see why would the bank cough up $274.03?

        CBA did cock up a chargeback for me some years ago, I had to go through the financial ombudsman (AFCA now) process and only got 80% back. Yeah, 80% of $6k is better than 0%.

        • John Kimble on 26/05/2022 - 16:30

          That's why I said "extremely unlikely". Long standing/high value/VIP customer is one perhaps, but I doubt OP is one of those.

        • [Deactivated] on 26/05/2022 - 21:04

          bank

          done something wrong

          you can bet your bottom dollar on it.

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