Cancelled credit card & refund

mcalli2008

I booked a flight on ebookers.com back in March, which I then cancelled on 2nd November. In the time between booking the flight and cancelling it, my credit card was cancelled and re-issued as a different account as someone was using it for fraud.

The problem is, I should have received a £480 refund onto the old card which I didn't even think about at the time. The refund has not come through, and my bank (Lloyds TSB Credit card) tell me they are 100% sure they have not received the credit and I would need to speak to ebookers. Ebookers tell me that the credit was made successfully and I would need to speak to my bank/card company to have it transferred.

I have spoken to both numerous times now over the past couple of weeks and it's really starting to do my head in...

I don't even use the card anymore, I used it to book that one flight and that's it!

Has anyone had anything similar? Does anyone know what I can do? do I have rights? I feel like just spending up to the £480 on my card, and then telling Lloyds to go sort it themselves if they want the cash as I believe the issue is at their end.. I bet if I owed them £480 it would be a much bigger issue!

Thanks in advance..!

Hax

No advice other than to NOT do what you say - your credit record could be trashed in a heartbeat...

mcalli2008

Hax wrote: »

No advice other than to NOT do what you say - your credit record could be trashed in a heartbeat...

Yeah I know, I wouldn't really do that but I'm just so annoyed that neither will try to trace the payment. They just tell me what's on their scripts:

"The system tells me the credit was made on 2nd November so you will need to check with your bank"

"You will need to check with ebookers, as as credit cannot be made to a cancelled credit card account"

Like I say, if I owed them I'm sure I would be billed a huge amount (I remember going overdrawn by just a few £ a couple of years back, and I was charged something like £30 for the first day, and £15 for every day after.. I didn't even notice until I received my statement and owed them over £100!!

chattychappy

Written complaint addressed and sent to them jointly. Over £100 so s75 applies.

Then exhaust CC's complaints procedure.

Then either sue (both parties) or go to ombudsman.

The "technical" problem (if it's true) of not being able to apply a credit to a closed credit card is not your concern.

If you follow your idea (I know you weren't really serious), you might have to end up doing the above anyway - plus have all the hassles that Hax mentioned. So I wouldn't do that. Incidentally many agreements prohibit right of offset in these situations anyway.

mcalli2008

chattychappy wrote: »

Written complaint addressed and sent to them jointly. Over £100 so s75 applies.

Then exhaust CC's complaints procedure.

Then either sue (both parties) or go to ombudsman.

The "technical" problem (if it's true) of not being able to apply a credit to a closed credit card is not your concern.

If you follow your idea (I know you weren't really serious), you might have to end up doing the above anyway - plus have all the hassles that Hax mentioned. So I wouldn't do that. Incidentally many agreements prohibit right of offset in these situations anyway.

Yeah that's exactly what happened, card's been cancelled due to being used for fraud, and the credit has been posted to this card rather than to the new one apparently but hasn't appeared and both parties cannot trace it.

Thanks for your replies. I am going to try calling the bank once more this afternoon and will mention this to them. If they are still unable to help I will proceed to complain to both parties,a dn take any nessessary legal steps.

juliejuly4

Hi

Are you sure that Ebookers are refunding your flights? I had to cancel a trip booked in April, cancelled in October due to fly Novemeber. I got the hotel money, and the departure tax refunded, but was told that airlines don't refund!

mcalli2008

Thanks ebookers service, I'll give that a go.

Hi Juliejuly4, yes there is definitely a refund available for my cancelled flight. I think it depends what airline you book, as the policy for mine states that I can get a ful refund minus admin fees (confirmed by ebookers).

chattychappy

mcalli2008 wrote: »

I think it depends what airline you book, as the policy for mine states that I can get a ful refund minus admin fees (confirmed by ebookers).

Yep it comes down to the fare rules of the ticket. Most "normal" airlines have a range of fares and the most flexible ones are the most expensive. Typically the heavily discounted tickets are non-refundable and you can't change the date. Agents may or may not then levy their own fee for handling any refund.

TanyaD

Funnily, I am having the identical issue. My bank has said to get proof of the refund being made so they can begin a trace so ask ebookers for this.