Tesco Bank refusing refund

northernyokel

I booked using Tesco credit card £600 as deposit but Tesco are refusing to deal with the claim without an invoice and have referred me to ATOL - my memo to ATOL shown below but I feel I am just going through the motions - Tesco know to whom it was paid and I believe are being difficult:
I originally made a claim to Tesco Bank (see attached credit card statement) but they
referred me to yourselves because they say they cannot process the claim without
sight of an invoice; I don't remember ever receiving an invoice, I have searched my
filed documents and emails for any confirmation and searched my downloads and l
have failed to find an invoice. This is strange as I am usually very good at filing
documents. I then approached Grant Thornton who are dealing with administration
but they say they are unable to assist (see attached). Tesco then said I would have to
pursue the claim through you which seems unfair as they clearly know the money was
paid as it is on the statement. Nothing has been received in writing from Tesco

Are Tesco within their rights?

[Deleted User]

Your post makes no sense.

What have you booked?
What are you claiming?
What attached credit card statement?
What is going on?

agrinnall

Well, with the references to ATOL it's fair to assume that it's air travel that's been booked, and reference to Grant Thorton and adminstration suggests that something has gone bust, but I'm not aware of that having happened to any airline recently, so for sure clarification is required.

Ah, a bit more digging casts some more light on things, the OP has also posted in this thread, about Leisure Holidays going bust. I haven't read the MSE article so I'm not sure where ATOL comes into it.

shortcrust

Of course they need to see an invoice. They know who you paid but they don't know what you paid for. Without an invoice how can they know it was a deposit for something that's now not going to take place? For all they know you could have paid 600 quid for a load of second hand office furniture!

molerat

Raise a complaint.

northernyokel

Sorry this was not clear - yes it refers to the collapse of All Leisure whom I had paid £600 deposit for a fly-cruise holiday - of course Tesco know who was paid - they paid it and it is shown on my credit card statement - I did not attach the credit card statement to this post but quoted from my contact with ATOL - to whom should I raise a complaint?

Nasqueron

Might be quicker to claim on your travel insurance rather than trying to via S75 as that's what it's there for and S75 can be a bit funny if there is no direct relationship e.g. buying via a travel agent.

See below for info on claiming from ATOL

http://www.caa.co.uk/ATOL-protection/Make-an-ATOL-claim/Making-an-ATOL-claim/

northernyokel

Actually on reflection yes I can see that although Tesco know it was paid to All Leisure they are not to know if it was for a holiday that was taken not cancelled - pretty sure I never got an invoice though

sivs

Surely you will have a booking email? that will show that you have paid a deposit to secure the holiday or at least proof what the transaction is for as the dates will match up ect.

I booked something and did not received confirmation in 24hrs then I would call and chase this.

northernyokel

That's the odd thing I cannot find an email or anything printed - never thought about it as I'd been on Voyages of Discovery several times before - yes will know better next time