Missing refund from Kwik Fit

TiredDonna

Hi, I'm going 'round in circles with this one. Cancelled my car insurance with Kwik Fit and explained that the account it had been paid from no longer existed. They agreed to refund (minus admin etc).
The situation now, a month later, is that Kwik Fit say they've refunded it and the bank are saying they can't have because the account doesn't exist. The bank say no money is in a holding account. I'm just stuck in the middle, wanting my money back and Kwik Fit saying "you've got the money".
What can I do?

FutureGirl

Ask KwikFit what account they have paid it into.

If that account doesn't exist, tell KwikFit. Maybe get the bank to write a letter saying that account doesn't exist.

Log an official complaint with KwikFit.

TiredDonna

Hi, they give me the account details that the money came out of, and that is now closed. I have informed Kwik Fit of this about four times. I have written an official complaint, asking for clarification on how I will get my money back. I appreciate that this isn't a straight forward situation but after a week of patience and broken promises and ending up back at square one I'm starting to feel frustrated.

Quentin

1) Send them proof the account they have paid is closed (maybe a letter confirming this from the Bank they have paid), and ask them to pay you within 14 days.


2) if they ignore this then send a formal complaint in line with their complaints procedure.


3) If they ignore this you can escalate to the FOS for their adjudication at no cost to you


OR


You can take court action to recover your money via MCOL.


(Both options do take time to reach a conclusion, so maybe try the no cost one first)

FutureGirl

If they sent the money to a closed account it would have bounced back to them. If you closed it after receiving the payment the bank would have transferred that money into another account, or sent you a cheque for the remaining balance in the account.

mills705

Where I work we can only issue refunds via the way it was paid. Bit like when you go shopping....!
If you paid on one card then they will issue the refund back to the card paid on.

We inform customers that it is a banks responsibility to then hold the money to allow you to transfer it out as they will keep the account open in some form for this situation.

TiredDonna

Futuregirl If they sent the money to a closed account it would have bounced back to them This is what the bank explained, but Kwik Fit say it didn't bounce back and refuse to do a trace.

Mills The account was closed a week before I first rung Kwik Fit. Kwik Fit said they'd have to try, wait for the bounce back and then send a cheque. Now they're saying it never bounced back.

I ring Kwik Fit, they tell me to ring back tomorrow. Thanks for the advice Quentin I'll give that a go.

TiredDonna

Hi all, an update. After explaining that I was running out of options and thinking that taking this to social media was my final step before the Ombudsman, I got passed on to Customer Services. They got in touch the next day and sorted out a full refund plus a small goodwill gesture.