Our investigation

We looked at whether there were any grounds to seek a chargeback. He could not use the grounds that the services were not received because he did, in fact, receive content, albeit it was not what he believed he was buying. The category “not as described” requires a customer to supply evidence of having cancelled the service, and a claim under this category is limited to any unused portion of that service. Douglas said he had cancelled his subscriptions, but he supplied no evidence of this, and his account with the merchant remained open.

We considered the bank had satisfactorily explained why his circumstances did not meet any of the requirements under the card’s rules to request a chargeback.

Outcome

We did not uphold Douglas’s complaint.