I created a merchant claim a month ago

Still no reply from curve beyond the automatic response.

Can I deduce they won’t help me?

Hello @Iainm, welcome to the community! :smiley:

We advise our customers to try to resolve it with the merchant first as the initial chargeback process can take up to 8 weeks (a timeframe set by Mastercard® to provide all parties sufficient time to investigate).

The support team are getting a lot of messages right now so they’re taking a bit longer than usual to reply.
If you’re currently waiting on a response and it’s been more than 24 hours then I’d recommend sending a DM to @AskCurve on Twitter or Curve’s Facebook page.