Monarch Claim - Cannot load the claim in Paypal

[Flopirencia]

I'm a customer who booked a “flight only” after Dec 14th 2016 thru Monarch:

I've tried to file a PayPal buyer protection claim through the "normal processes". However, the claim is not recorded (I haven't received any email confirmation), nor listed in the queue of pending actions.

Can you please help?

Thanks!

[Holly2017Holly]

people on this forum have said they were told by paypal they would receive a refund with a week or so but i have to wait until oct 26 to escalate?

p.s. 'glitch'.... so that's a glitch that has existed over a week? a ridiculous situation for a company of such statire..

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[Holly2017Holly]

sorry, 'stature' .

[kernowlass]

@Holly2017Holly

They should have told you that you MUST escalate by the 26th (not that you can do so on or after that date or it may be too late).

If you don't escalate within 20 days of filing the dispute it 'times out'. You can normally escalate immediately as long as you paid at least 7 days before the dispute you are opening.

So for goodness sake don't wait until the 26th or you risk it timing out, if you can't 'view' the dispute in the next few days due to paypals techie glitch then phone customer services and they can escalate it for you.

[Holly2017Holly]

many thanks.. just managed to escalate by choosing option to use the old version of resolution center.

[Holly2017Holly]

and just received an email... ''Your Dispute Has Been Escalated to a Claim''

[kernowlass]

@Holly2017Holly

Excellent, then you should get your refund in a week to 10 days although from what I have now heard they are expediting Monarch complaints a bit more quickly as there is no chance of Monarch refunding.   

[Holly2017Holly]

hmmm... received this today..

''Thanks for bringing this issue to our attention. We’re glad to have the opportunity to review your concerns.

We have received your claim and are currently conducting research in order to resolve your claim. We will make every effort to resolve your claim within 30 days, but some claims may require additional time.''

really do not understand the need to 'research' the claim.. it is a claim for a payment made for a flight booked recently for december this year.

monarch is gone, what is there to research individually on a claim?

[kernowlass]

@Holly2017Holly

Standard email you get when you raise a claim.

[Holly2017Holly]

full message content was...

''We have received your claim and are currently conducting research in order to resolve your claim. We will make every effort to resolve your claim within 30 days, but some claims may require additional time.

The UK government has asked the Civil Aviation Authority (CAA) to coordinate flights back to the UK for all Monarch customers currently overseas.　 Please refer to　https://monarch.caa.co.uk/ for more details.

We'll email once your case has been reviewed by one of our specialists.　You can also visit the Resolution Center in your PayPal account at any time for updates on this case.''

so not totally standard!

[Kelvinhard]

I had a similar problem. Had sent email details of my claim but had received nothing apart from an automated response telling me to take it up with Monarch which is obviously impossible/pointless since they are in adminsitration. Nor was it showing as a live dispute in the Resolution Centre.

I thereofre tried to log it via the customer service number 0800 358 7911. At first the automated system asked me for the amount disputed and claimed to be unable to find a transaction for that amount in the last 45 days even though I was reading the amount off my PayPal online page and the date was 12 September, ie, well within 45 days.

I therefore redialled and at the first interaction where it asks what your complaint is about I said "make a formal complaint". This did finally get me through to a live human being albeit probably one on another continent and time zone but no matter. I was then passed on to another person who told me that they are giving Monarch (or presumably its adminsitrators) 30 days to resolve the issue. (Obviously this isn't going to happen.) But she did reassure me that I would get my money back in due course. I obviously recorded this conversation just as PayPal do. I think that if you do manage to log a claim you will get your money back eventually, but it may not be very quickly.

Lessons learned:

 - go for a live call on 0800 358 7911 rather than emails or online claim

- if you cannot get through to a live person via the automated system use the words "make a formal complaint" to get you put through to a real person

- make sure that the customer service agent puts it down as a live issue in the Resolutuin Centre  - mine is now showing as "being reviewed by PayPal

- keep a recording of your call. Most smartphones have apps to enable you to do this easily. The reason why I have done this is that if I do not receive a repayment in due course I will simply make a claim againts PayPal via the County Court and use the recordings as evidence.