Problem with Barclaycard

CambridgeLou

I would be really grateful for some advice.
I paid a deposit for some concrete worktops for our kitchen in December. In January the company said they were having problems with cracking and I opted to cancel the order and get a refund. I was sent an email by the retailer saying they would process the refund. It was very informal and did not contain more details than that. I have not received a refund and contacted Barclaycard to make a claim, filling in the form they sent me.

I have now just received a letter from them saying: For Barclaycard to assist, please provide us with the refund proof with the Barclaycard account number mentioned on it.

It seems to me Barclaycard are attempting to wriggle out of their liability by acting as if I received a refund via cheque or some other method.

Could anyone advise me how to proceed?

boobies

Already posted on the Consumer Rights board - it seems that Barclaycard have told you what they need, and such a request is quite reasonable. Have you actually chased up the refund with the retailer?

CambridgeLou

I'm sorry I double-posted. I am getting the hang of the boards.

I have chased up the retailer. They have not replied to email, nor returned my call.

I provided Barclaycard with the only proof I have that they agree they owe me a refund. This is the email I mentioned above. It basically says they will process a refund (which they have not done.) BUT they do NOT say they will return it to my Barclaycard.

Barclaycard seem to be demanding that I have proof that a refund TO my Barclaycard was agreed.

Is Barclaycard legally able to do this? Or should they just accept that as NO goods were supplied I cannot be liable for this charge.