AAAAAARGHHH TSB are useless

MamaMoo_2

So, I had an insurance company refund several hundred pounds back to my debit card.
Unfortunately, it is a debit card I no longer have, although I still have the bank account.
I was initially told as I still had the account there would be no issue with the credit. After waiting several weeks I contacted the bank to ask what would have happened to the money.
The bank then pass me to their disputes team (?) who are located abroad, and do not grasp what they're being told.
TSB "have you received the refund"
Me "Well, no, that's why I'm calling."
TSB "Well if it's not in your account then the company haven't sent it"
Me "They've confirmed that is has been processed and authorised"
TSB "Well it's not in your account"

Cue another 20 minutes of this, before I just give up and accept that I'll probably never see my money...

meer53

Get the company to send you confirmation the refund has been made. Then contact your bank again. They can't dispute this until you have proof that it has actually been done. Check that the company have used the correct details for the refund. Refunds aren't made to debit cards, they're made to the account that is linked to the debit card by using the debit card number. If the card has expired, the refund may have been sent back to the company.

Archi_Bald

The money has almost certainly not been sent by the insurance company.

I had refunds to expired debit cards in the past, without any issues.

agrinnall

Archi_Bald wrote: »

The money has almost certainly not been sent by the insurance company.

I had refunds to expired debit cards in the past, without any issues.

I'd agree that this is the most likely explanation. However, we don't know why the OP no longer has the card, there's nothing to say it had expired. Perhaps there is some other reason for not having it and that has broken the link to the account (I have to say I've no idea what could cause this, but more information might help).

MamaMoo_2

Insurance company say it was sent weeks ago through Worldpay.
Bank said they'd had nothing come through.
Phoned insurance back who said that he payment was returned to them today and would be issued as a BACS payment to the bank account I pay my DD from...
The bank card was cancelled after my card was cloned, but bank account number etc. are the same, so not sure why TSB rejected the payment!

Herbalus

MamaMoo wrote: »

Insurance company say it was sent weeks ago through Worldpay....
Phoned insurance back who said that he payment was returned to them today

Yeah yeah, of course it was returned to them today!! How convenient.

colsten

MamaMoo wrote: »

not sure why TSB rejected the payment!

Perhaps they didn't as it was probably never sent to them?

Hellzapoppin

You said the card was cloned, so a fraud block will have been placed onto the card to prevent transactions hitting the account, that will also include this refund. If the insurance company are being truthful then TSB may have the money.

gunsandbanjos

Hellzapoppin wrote: »

You said the card was cloned, so a fraud block will have been placed onto the card to prevent transactions hitting the account, that will also include this refund.

This^^^ if the card was blocked for fraud then no transactions at all can happen. The only exception to this would be if the transaction was already pending when the block was added.

gunsandbanjos

Oh, and I fail to see how this is TSBs fault? You had a refund sent to a card - not an account, but a card that had a fraud block on it. They absolutely did the right thing by not accepting the money.

mgdavid

Maybe I'm ignorant on this particular subject - but what sort of insurance company would use Worldpay to process payments of several hundred pounds?