Dell refunded me in full to the wrong CC number - what can I do

shapala

Hi all

I cannot believe this and currently fuming but I returned a computer to Dell because it became faulty and they couldn't replace it, so was only offered a refund.

Since then, my barclay card was re-issued to me with a new CC number, different than the number used when purchasing the computer.

Upon checking my barclaycard account today, I thought it strange the refund still hadn't hit my account - was delivered to them at the start of this month.

I told Dell explicitly that when organising the return and refund that I still have the credit card account but it's a different number and that someone would get back to me. Now I find out today the refund was processed on 11th September to a CC (my old number) number that doesn't exist (if it does, it's not mine).

While waiting to hear what they're going to do about this, can someone tell me what my options are? I can obviously provide proof to Dell that no refund has been made to my updated CC number. It is a lot of money so ridiculous I find myself in this situation due to their inadequacies.

Thanks so much in advance.

[Deleted User]

Speak to Barclays. The fact the old card is closed shouldn't impact the refund being applied to your account (assuming the account number hasn't changed).

Voyager2002

Just call Barclaycard... they know that it is still your account, and it is routine for transactions using the old number to be 'posted' to the new one. I am surprised that this did not happen automatically....

One possibility: since you told Dell to use a different card number that may have made things difficult for them, meaning that the refund is awaiting a signature from senior management. (It is standard practice that businesses only pay refunds to the same card used to make the original payment, and for good reasons.) Had you not raised the issue it is probable that the refund would have shown up on your account without issues.

garth549

Your old card number should still be 'linked' to your account so it should credit okay. Give it a few more days as credit card refunds take a while to show up as I remember...

shapala

Ok. Thanks guys.

I'll phone Barclays early next week but good to know that it should go through ok even though the CC number is different.

Will keep you updated on what happens for future reference.

InsideInsurance

I can still log in with my old barclaycard number from 10 years ago despite having 2 cards since then. As others have said, the old card number wont cause a problem.

agrinnall

Why would you phone Barclays "early next week" rather than now? If I had the cost of a computer floating around the financial ether I'd want it applied to my account asap.

eskbanker

agrinnall wrote: »

If I had the cost of a computer floating around the financial ether I'd want it applied to my account asap.

Me too, I wouldn't want an ether-net loss!

shapala

InsideInsurance wrote: »

I can still log in with my old barclaycard number from 10 years ago despite having 2 cards since then. As others have said, the old card number wont cause a problem.

This is where it's slightly tricky. It was an IHG Reards Club account which ended and became a new account, they then sent me a new card and I had to set up a new account as - existing account is now closed (there's also no where to login).
Hence, although a new CC number, I cannot log on to my previous account.

As for others saying to phone now, I have done this and Barclay will get back to me - they have no evidence the money was refunded to me and so opened an investigation. I'm awaiting to hear from them today so will see if they indeed get in touch but it's all fun and games.

InsideInsurance

I assume they have done with IHG what they did with Hilton Hhonors one and have migrated everything back onto the core Barclaycard system.

I've never quite worked out how the old world worked as if you asked a dozen people in Barclaycard and Hhonors you'd get at least a dozen different answers on the division of labour/ systems etc. I suspect this will be causing the ball ache with this refund too.

With a former banking client I did work for the two card numbers would have been associated if they had all been within the same stable of brands but that may not be the case here. If money came in with a wrong reference or some other issue that didnt allow it to be credited to an account it went into a central pot and would simply sit there until such time as someone effectively claimed it. Frequently it wasnt small sums in these suspense accounts.

shapala

InsideInsurance wrote: »

I assume they have done with IHG what they did with Hilton Hhonors one and have migrated everything back onto the core Barclaycard system.

I've never quite worked out how the old world worked as if you asked a dozen people in Barclaycard and Hhonors you'd get at least a dozen different answers on the division of labour/ systems etc. I suspect this will be causing the ball ache with this refund too.

With a former banking client I did work for the two card numbers would have been associated if they had all been within the same stable of brands but that may not be the case here. If money came in with a wrong reference or some other issue that didnt allow it to be credited to an account it went into a central pot and would simply sit there until such time as someone effectively claimed it. Frequently it wasnt small sums in these suspense accounts.

Yes, this is what occurred with the migration to Barclays.

Anyway, I have now finally got a conclusion on this that I though may be useful for future reference.

After being lied to by Dell, I found out the money had indeed bounced as the old account I used to pay for the computer was no longer active, then sitting in Dell's accounts and them not telling me otherwise. After much unnecessary to-ing and fro-ing, I was contacted by a nice chap from their finance department late last week who took the initiative and asked for different bank account details, of which I gave them my current account details. I noticed this morning the money has now finally been refunded.

What a palava though, and I have to say Dell were not much help as it was I who had to do all the running around and detective work to discover what had actually happened. Hope it helps for future reference.