Switched Bank: Refund to card not come through

Xen6

I used the 7-day switching service from Santander to First Direct back in October. I've read that any mis-directed payments to my old account should be forwarded on, and in a couple of instances this has happened.

However, in the case of a refund to my VISA card linked to the Santander account, the money has been marked as refunded and processed by the refunding party, but it has not appeared in my First Direct account. The transaction refund was processed in mid November 2015. I expected it might take upto a month, but getting on for 3, I think something's messed up.

Those providing the refund say they're 'looking into it'... is there any process to follow on the bank side of things? Is my old provider responsible (Santander), or my new bank provider (First Direct)?

SnowTiger

Xen6 wrote: »

Is my old provider responsible (Santander), or my new bank provider (First Direct)?

My understanding is that your new bank, First Direct, should sort the problem out:

for 36 months, we will arrange for payments accidentally made to your old account to be automatically redirected to your new account. We will also contact the sender and give them your new account details

Don't forget there's an extra £100 up for grabs if you're unhappy with them and switch elsewhere.