Not upheld: Card / payment disputes complaint against Revolut Limited

Decision detail

Summary

Mr S paid approximately £2,000 to a wedding company via his Revolut pre-paid card for his overseas wedding but did not receive all the services promised, including a photo album, flower garlands, luck charm bracelets, marriage certificate, USB stick with video, and RAW format photos. He contacted Revolut on 31 May 2018 to raise a chargeback, but this was outside the 120-day time limit which expired on 12 May 2018 (calculated from 11 January 2018 when he first notified the supplier of missing items). The ombudsman found no evidence that Mr S had contacted Revolut or its CEO within the time limit and upheld Revolut's refusal to process the chargeback. While Revolut could have been clearer about how the time limit was calculated, the ombudsman found this did not cause significant detriment and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman applied the card scheme rules which require chargebacks to be raised within 120 days of when goods or services were due to be received. Taking the latest reasonable date that services should have been received (11 January 2018, when Mr S's partner contacted the supplier about missing items), the deadline was 12 May 2018. Mr S's first contact with Revolut about the chargeback was 31 May 2018, which was outside this time limit. There was insufficient evidence that Mr S had contacted Revolut or its CEO earlier. While Revolut could have been clearer about the time limit calculation, this did not affect the outcome as the chargeback was raised too late regardless.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website