Refund onto cancelled account

CStephens

Hi All

I returned a faulty item to Sports Direct (bought online and returned through the post) - the price was £24.99. They issued a refund automatically onto the card I paid with - a Santander Credit card. The refund was processed on the 6th of February 2016. The problem is this - the card was cancelled by myself on the 12th of May 2015. SD are refusing to issue me with a refund onto an alternative card as they claim they have already paid it. They told me to to take it up with the bank.

I did this and Santander sent me a letter confirming the account/card cancellation. I'm aware that just cutting the card up doesn't cancel the account - but I had contacted Santander via telephone to request the cancellation - and had received this in writing.

SD still refused to issue my refund and told me to contact the bank again. I did this, and they issued me with an 'ARN Number' which Santander claim will prove that the payment bounced back to SD. After issuing this I was still denied a refund - as they had 'already paid it'. I've now been in touch with Citizens Advice, Trading Standards and the Retail Ombudsman.

SD had the customer service manager contact me via telephone - and the 'customer service' was just as awful from her as it has been from everyone else. She had the audacity to claim that she thought the letter I had forwarded her from Santander was a fake and that my account was still active. I'm waiting on the institutions names above to get back to me - but thought I would post on here to see if anyone had any advice! The email thread between myself and SD is 50+ messages long. They fail to see that I've had a faulty item (through general use) that I returned several months ago - and I haven't received a penny in return!

Please help!

Mr Stephens

jonesMUFCforever

The mind boggles about the people who run these companies - it would have cost them less to refund you rather than get a highly paid manager to ring you.