Current account switch - debit card refund missing.

grumbler

pinkdalek wrote: »

Your refund will be with Cahoot, probably in a holding account and not with Nationwide. The company who have refunded can only return it back to the card it was paid with, which is now defunct.

In UK all debit cards are linked to accounts.

It is not Nationwide who you should be dealing with, the switching service does not process debit card payments.

Oddly, my experience posted above proves the opposite. So does SuperAllyB's one.

pinkdalek

Oddly grumnbler with my first hand experiences with these, the issues are with the bank the person has switched from.
But what would I know?

grumbler

Does this mean that the switching service does process debit card payments/refunds then?
And it's just the switched bank that fails?

pinkdalek

The switching process does not include the transfer of recurring debit card payments/debit card refunds or payments.

If you have a recurring debit card on your old bank you need to amend it to your new debit card when you switch, just like you would amend it when you get a new renewal debit card or replacement due to loss/stolen/fraud.

grumbler

pinkdalek wrote: »

The switching process does not include the transfer of recurring debit card payments/debit card refunds or payments.

Well, it's your word.
The guaranty says "payments to/from account", not just bank transfers, and gives DDs, SOs and salary just as an example.
MSE in their guide say:

new provider will arrange for payments .... made to your old account, or taken from your old account, to be automatically redirected to your new account

Although recurring card payments are OOT, why do you think they aren't covered? The same for the refunds.

pinkdalek

grumbler wrote: »

Well, it's your word.
The guaranty says "payments to/from account", not just bank transfers, and gives DDs, SOs and salary just as an example.
MSE in their guide say:
Although recurring card payments are OOT, why do you think they aren't covered? The same for the refunds.

Because they are not sent under BACS, the organisation whom manage and own CASS (Current Account Switch Process) who are responsible for Direct Debit and BACS Direct Credits in the UK.

The guarantee does state payments to and from the account, however they do not re-direct or switch debit card payments as they are not processed by BACS.

The irony is if Cahoot credited the closed account with the refund it would be re-directed to Nationwide.

grumbler

What matters for a customer is what the [STRIKE]guarranty[/STRIKE] guarantee says, not the technicalities behind this.
The fact that some organisation managing BACS manages CASS at the same time doesn't mean that the bank is incapable of forwarding other types of incoming/outgoing payments.
I am pretty sure Cahoot would be far more willing to 'forward' a pre-authorised payment by their closed debit card that a recipient has up to 6 months to collect.

colsten

guarantee, NOT guarranty

https://www.grammarly.com/?q=brand&utm_source=google&utm_medium=cpc&utm_campaign=Brand&utm_content=52804490166&utm_term=grammarly&matchtype=e&placement=&network=g&gclid=CJKQkfPf-ccCFRKeGwodfnEN3A

grumbler

In excuse I can say that I typed erroneously 'warranty' first, then corrected it.

fat-pudding

pinkdalek wrote: »

Your refund will be with Cahoot, probably in a holding account and not with Nationwide. The company who have refunded can only return it back to the card it was paid with, which is now defunct. The same would have happened had you stayed with Cahoot and the said card had since been cancelled e.g. due to loss/stolen/fraud.

It is not Nationwide who you should be dealing with, the switching service does not process debit card payments.

Actually, no you're wrong, the money was never in a holding account.

Cahoot returned the payment. However when I first spoke to them they claimed that they never received a refund and it wasn't in any holding account, then I gave them an ARN number provided by Travelodge and they then told me they had never accepted that payment and I needed to go back to the merchant, however the merchant told me a refund had been made and it wasn't their problem.

The way I resolved it was that I sent Cahoot a letter telling them to either give me the money *or* if they didn't have it then they were to process a charge-back against the original payment of £75. They suddenly managed to find a reference for the returned payment as they did send it back (despite different people telling me different things at different times including a further denial they ever had the money), once I had this reference then Travelodge managed to find the payment with their bank (and their bank also denied any money being returned!) and they then refunded me.

Anyway, the entire point of this is that I am still unhappy with Nationwide as the T&C make out that the switch covers "all payments", if it is the case that this doesn't cover debit cards then it needs to be made *explicitly* clear and should also be made clear on the switching service site. That some people have posted in this thread having had a different experience with what appears to be the same set of circumstances suggests that the switch process is not as simple as it is made out to be!