It could then be 10 months since the system first failed. The ‘goodfaith’ will presumably happen only if the customer agrees that the deals did take place once their memory has been jogged, although when you consider that the customer didn’t recognise it the first time around and that now it’s getting on for a year, one wonders at the practice in place.
A lot of this grief could have been ameliorated if euroConex had been better at communication. “There was no courtesy,” says Jaykant. “This should have been resolved a long time ago. I don’t have time to chase it all the time.”
He shouldn’t have to. I’ve spoken to euroConex, which confirms that chargebacks happen and good faith collections are attempted. The Chargeback Department I spoke to was, according to letters received by Jaykant, located in the City of London but clearly calls are then diverted, after a couple of clicks and a five-option menu, to a variety of Irish accents. I did ask on three occasions to be connected to the marketing office in Dublin and, obligingly, they tried. Three times I was cut off.