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Niki End conversation

Info at 9:24, Sep 2:


Welcome to HSBC Live Chat.
Please wait while we connect you to the next available agent
We're here to help with queries but cannot give advice.
HSBC will never ask you to confirm your security details via this chat session.
Please do not divulge these details during this chat.
Info at 9:24, Sep 2:
Hello you're chatting with Niki. How can I help you?
Niki at 9:24, Sep 2:
Hello Sara. Good morning
Sara at 9:25, Sep 2:
HI I had a contract with these EIG Fatcow, last year and they again took money
without my consent, I have no direct debit with them,
Sara at 9:25, Sep 2:
last year I called them and we resolve and they refund my money
Sara at 9:26, Sep 2:
but again this year they are taking the money for 158.26
Niki at 9:26, Sep 2:
We can certainly raise a claim against them or you can call them as well to cancel
this as it appears that it is a yearly subscription.
Sara at 9:27, Sep 2:
I didnt have any subcription with them
Sara at 9:27, Sep 2:
can we raise a claim
Niki at 9:27, Sep 2:
Yes you are right , you did not allow them however they may have set it up.
Niki at 9:27, Sep 2:
Certainly we can.
Niki at 9:27, Sep 2:
We can dispute this transaction for you.

For an immediate response please call the Disputes team directly on: 0345 6090 712
( Debit Card ) or 0345 6039 952 ( Credit Card ), they will happily begin your
claim.
They are available 08:00 - 18:00, Monday to Friday, excluding public holidays.

Alternatively I can begin the dispute on our chat today. The process can take
anytime up to 45 minutes and you will need to remain on the chat whilst I complete
the dispute as I need to fill out a detailed form for it to be processed and it
does require a lot of information.
I will check all the necessary information with yourself including details of the
transaction and also your personal contact information as we will need to contact
you about this dispute.If the chat is ended before the form is complete, the
dispute will not be processed.
You will then receive a call from us within a few working days about the
transaction you are disputing.

How would you like to proceed?


Sara at 9:28, Sep 2:
can we chat
Sara at 9:28, Sep 2:
then
Sara at 9:28, Sep 2:
I am out of UK
Niki at 9:28, Sep 2:
Sure. I just need time to complete all things required.
Sara at 9:28, Sep 2:
sure thank you
Niki at 9:29, Sep 2:
my pleasure to help.
Niki at 9:31, Sep 2:
Sarah , I just need to advise you of few things
Niki at 9:31, Sep 2:
As we have no detail of your contractual agreement between yourself and the
retailer there is a risk that we could place a stop on the wrong payment if the
transaction details do not match those you provide. We must also advise that the
merchant may pursue you separately for full payment of any monies due to them.
Niki at 9:31, Sep 2:
Whilst we can endeavour to place this stop for you, there is no guarantee that it
will be effective unless the transaction matches the details you have provided. We
would ask that you ensure you also to contact the merchant/retailer directly in
order to achieve a valid cancellation instruction. Once you have spoken to the
Merchant/Retailer, there is no need to call us back to confirm this.
Sara at 9:31, Sep 2:
yes sure
Niki at 9:34, Sep 2:
Just to ask Sara. Do you have any policy numbers on hand that you may have
previously?
Sara at 9:34, Sep 2:
I dont have the paperwork with myself
Sara at 9:35, Sep 2:
as they are for 2 years ago
Niki at 9:36, Sep 2:
Right , that's fine Sara. I would need you to try to find a number or an email to
request for cancellation. Please bear with me for few more minutes
Niki at 9:37, Sep 2:
Can you confirm your contact number incase we need to call you.
Niki at 9:40, Sep 2:
Are you still there Sara?
Sara at 9:40, Sep 2:
hi
Sara at 9:40, Sep 2:
00989121070605
Sara at 9:41, Sep 2:
this is the number I have here in tehran
Niki at 9:41, Sep 2:
It seems that we have a different number on record. May I also ask to update the
numbers on record to ensure they can reach you.
Sara at 9:42, Sep 2:
you have my UK number
Sara at 9:42, Sep 2:
but that is not available at the moment
Sara at 9:42, Sep 2:
if you need to call me can you please call me in my iran number?
Niki at 9:43, Sep 2:
Right, as long as we can reach on the number we have. In case they may call they
will call you on a weekday. Yes we can call you on your Iran number just kindly add
it on your phone number using online banking.
Niki at 9:44, Sep 2:
You may add it as a work number then I will make a note to call you on that number
incase they need to get in touch with you.
Sara at 9:44, Sep 2:
thank you and I am doing it now
Niki at 9:45, Sep 2:
many thanks Sara. Just to ask have you already tried to email or call EIG?
Sara at 9:46, Sep 2:
yes, I am trying to get in couch with them at the moment and explaining the
situation
Niki at 9:47, Sep 2:
Thanks, the reason is because we are required to obtain evidence that you have
already tried to resolve this with the retailer, e.g. contacted them or tried to
contact them through reasonable means and have failed to obtain a satisfactory
response.
Sara at 9:48, Sep 2:
I am doing the same thing at the moment
Niki at 9:48, Sep 2:
Thanks Sarah were almost done, bear with me for 1-3 minutes more.
Niki at 9:52, Sep 2:
Can you please tell me what is AIG for? Is it for a service? if yes , can you tell
me if you have received the service from EIG?
Sara at 9:53, Sep 2:
I am not sure what it can be,perhaps its related to website hosting
Niki at 9:54, Sep 2:
Right , thank you Sara
Niki at 9:54, Sep 2:
We may need to communicate and share you information with third parties to proceed
with the investigation for
your disputed transaction(s), e.g. the merchant or another bank.

Would you like to receive further communication regarding this dispute query
through electronic means, e.g.
Declaration Forms, Updates, etc.?
Sara at 9:56, Sep 2:
yes please
Niki at 10:01, Sep 2:
Can you tell me what is the name of the person you have in contact with EIG?
Sara at 10:01, Sep 2:
Thomson R
Niki at 10:02, Sep 2:
and what did they tell you?
Sara at 10:03, Sep 2:
they are investigation it at the to see why its ion automatic renewal
Niki at 10:05, Sep 2:
Your disputed transaction will be refunded immediately, within 1 working day
An agent will review your case within the next 7 days
If your case is rejected by the schemes, you will be re-debited (this may take up
to 60 days)
We may contact you through your preferred mode of communication if further
information is required to support your claim
If any further transactions are debited from your account, we will refund
immediately
Niki at 10:05, Sep 2:
Keep trying to resolve with the merchant (you do not need to inform us if you do)
Check your accounts and let us know if weve not refunded any future transactions
If you receive any communication from us please respond as soon as possible along
with the necessary documentation specified therein
Sara at 10:05, Sep 2:
thank you and I appreciate it
Niki at 10:06, Sep 2:
Is there anything else I can help you with?
Sara at 10:07, Sep 2:
no thank you
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