money taken from account - shadow payment?

shopaholicz

Ok, I'll be honest it's not a lot of money I'm talking about...only £16.70. But it's my £16.70.

So, on 28th March we ordered a takeaway from https://www.Just-Eat.co.uk for £16.70. It was sent through to the take away who rejected the order. I chatted to just eat on line and was told I'd get a refund, to reorder and the takeaway was taken offline. We reordered from a different take away and that money was also taken from my bank account.

I'm struggling to get a refund from just eat. They told me that although my bank (Yorkshire Bank) took the payment, just eat never claimed the payment, so at some point it should have been refunded to me and it's my bank at fault not them.

I spoke to my bank yesterday afternoon and was told that if that had happened then they would have returned the money using a shadow payment?!?!?! (eh) and in that case it wouldn't show on my statement as a credit, it would have just been added back onto my balance. They also said they have no way of tracking if that had happened or not!! My bank doesn't keep any trace of these types of repayments!!

So, thinking about this overnight, I got up this morning and went back over my bank statement from 28th March to today, adding each payment in or out and I can't trace where it's been added back in, only when it was taken out.

Anybody got any idea what to do next?

System

Clydesdale / Yorkshire place a temporary debit on their accounts when their debit cards are used.

This is replaced by the actual debit or will drop off after around a week if the transaction doesn't appear.

The temporary one is called 'card auth' or similar - this would be their 'shadow' entry.

grumbler

>> Visa, Mastercard & Amex Chargeback

That said, be prepared to be persuasive and to stick to your guns as their frontline CS most likely have never heard of such word. Ask them to put you through to the Disputes department.