Company claimed they've refunded but isn't showing in my account... please help!

DaniBoi87

Hi,

Apologies if this is in the wrong section but this is my first post and wondered if anybody is able to please point me in the right direction!

Back at the beginning of June a well-known company was meant to pay me two refunds back onto my current account; they never materialised. After several frustrated phone calls, and two weeks of "tracing the payments" they advised me that the refunds were made back at the beginning of June, but that my Bank was holding the payments as they had tried using my old card number. (Account is still the same, but my old card expired back in May).
I've called my bank and they told me it was rubbish and that no monies were being held by them and they couldn't see any refunds being made by said company.
Unfortunately the organisation is still blaming the bank and refusing to take any further action; I have already referred and complained to the "Customer Relations" and "Payments" teams.
I am now at a stale mate and not sure what my next steps should be.
Could anybody please help? Advise would be very much appreciated. Thank you.

dalesrider

Is the old card number the same as the new or different?

If its different then it is possible that it would go to a internal bank account. But these are worked on a daily basis. So should not sit there for any length of time. (usually work by a human, who will look for usage to see if fraud or genuine)
If its via a Visa card they could also check the Visa Resolve system (Vrol) which lists ALL Visa transactions. I would guess MasterCard has something the same.
Was it just the banks front line you spoke to or the fraud team who would have access to the accounts.

Ask the retailer to provide you with the ARN (acquirer reference number) of the refund.