Refund not received

blackanchorage

Hi

I was given a £17.50 refund by a cinema on a credit card, but it never reached my account. The cinema have given me details of the cardnet transactions that show the refund was made. (Two caveats, the card number has asterisks for some numbers, so can't be sure it is the right number; and there are two transactions.) Any way to follow up?

Thanks

[Deleted User]

ask the cc provider?

blackanchorage

I have spoken to them a couple of times, but they've always said they haven't received anything. Will phone again tomorrow. Do you think they'd be able to do something with the cardnet transaction IDs?

reclusive46

How long ago was this transaction? If its been a while call the bank and ask to do a chargeback with the reason 'refund not received'. Its a perfectly valid chargeback code and the bank will get the money bank if they haven't refunded it.

PaulW922

Your complaint is against the cinema not the card processor. I would put it I writing and if you still don't get the refund I would follow reclusive46s advice and raise a chargeback.

The cinema has probably refunded the wrong card!

agrinnall

Was the refund processed while you were present and did the cinema ask you to put your card in the machine? If so there's very little chance the refund has gone to the wrong card.

blackanchorage

No, I gave the card number over the phone, so maybe that is the problem. It's nearly a month ago. Is it the cinema that would do the chargeback?

Also the refund was only for one of two tickets, so I can't ask for a refund of the whole amount.

agrinnall

You have to do the chargeback. Read the MSE guide http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

If necessary do a chargeback for the full amount then call the cinema and pay the amount that shouldn't have been refunded.