Advice needed on refunds

thundercat15

I need some advice. I recently tried to make a purchase on the New Look app, I didn't get a confirmation email, but the money was still taken from my account.

I have phoned the bank and they wont give me my money back and say its New Look's problem, so i rang New Look and they have said its the bank that have the money since there was an error placing the order. The bank then said it will take two weeks for the money to bounce back into my account, but why? It's my money , but the bank have it. Why wont they release it or how can i get my money back sooner?

Where do I stand, and what are my right's with this?

tinkerbell28

So it hasn't actually been taken, it's been pre authed.

A lot of banks won't remove this. The only way they will if they do, is a fax from the retailer saying they won't claim the funds.

The cost involved in calls and the time it takes to force them to do it, if at all. It's easier to wait for the pre with to drop off. Unless we are talking hundreds.

thundercat15

I understand this, but its 256 odd so i need to get it back because its not a small amount.

tinkerbell28

The only way this can happen is if the retailer confirms to the bank they won't be taking the money. They CAN do this.

The bank can't do anything. As they've authorised that amount. It is now there for new look to lay claim to or not. They won't release it, because goods could've been released on that auth.

Only new look can release the funds by contacting the bank nd saying they won't be claiming it.

Been through it with nearly 2k before :eek:

thundercat15

oh i see, ok thank you i will be ringing them soon, see what they say to that.

EllenorR

I think your bank were maybe a little over cautious in saying 2 weeks.

In my experience (and it does vary dependant on the agreement between the retailer & the bank) it can be as little as a day and rarely exceeds 1 week before the amount will show as available to spend again on your account

HTH