I've reported a problem, but the resolution centre says I have no open cases

[SophieH84]

Hello,

I reported a problem with a transaction yesterday, because I want to apply for my buyer protection refund for a Monarch airlines ticket purchase which now obviously won't be fulfilled.

I've sent a message as per the 'Contact the seller form.' I know I'll need to go through the claim procedure next but the resolution centre displays 0 open cases, 0 closed cases, 0 awaiting feedback. Empty, basically. Tried to re-submit complaint to seller: dialogue box says 'You've already reported a problem.' What's happening? Do I need to wait until somehow develops into a case? Or is there a hold on Monarch claims?

Thanks!

Sophie

[SophieH84]

I've answered this myself (!) by phoning CS and asking to speak to their disputes team. Would advise everyone else in the same boat to do this. 

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@SophieH84 wrote:

Hello,

I reported a problem with a transaction yesterday, because I want to apply for my buyer protection refund for a Monarch airlines ticket purchase which now obviously won't be fulfilled.

I've sent a message as per the 'Contact the seller form.' I know I'll need to go through the claim procedure next but the resolution centre displays 0 open cases, 0 closed cases, 0 awaiting feedback. Empty, basically. Tried to re-submit complaint to seller: dialogue box says 'You've already reported a problem.' What's happening? Do I need to wait until somehow develops into a case? Or is there a hold on Monarch claims?

Thanks!

Sophie

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[Jenny24]

Hi Sophie

I have the same problem - but how did you manage to get through to a person? I called Customer Services and all I got was recorded messages and the robot couldn't find my transaction....

Jenny

[SophieH84]

Hi Jenny - when you get the automated voice options at the beginning of the call, choose 'Agent' (they should give you a few next step choices, I can't recall what the others were, but not relevant. When you get a human ask to be put through to the Disputes team.

Hope this works - the guy in Disputes was really helpful. x

[Simon247]

I had the same issue phoned and spoke to paypal to be told that because I booked over 180 days ago I am not able to open a resolution claim and will have to try and claim my money back through my bank using a charge back process but this is a volentry process with the banks.

[Jenny24]

Can someone please let us know a number that gets through to a person?

Thank you

[SophieH84]

0800 358 7911. You will get automated choices, but select AGENT and you'll be put through to a human.

[Tinasport]

I can't get to speak to an actual living person, which number did you ring to be able to do this, it's driving me nuts?!!

[Tinasport]

Can you tell me which number you used as I keep getting the robot and he isn't a great deal of help. 

[SophieH84]

Call 0800 321 4080. They should give you the option to speak to an 'Agent', so go for that and then ask to speak to someone in Disputes.