Still waiting for refund to show in bank

Becks81

Hi I was wondering if anyone can offer any advice. I'm writing this on behalf of my husband.

On Tuesday 4th July my husband purchased a new car. He secured the cars purchase by placing a £200 deposit with the garage. This was then refunded when we collected it that day (we have a receipt from the garage)

Stupidly, husband loses bank card associated with the refund on the way home from the garage filling it up with petrol for the first time :doh: .He immediately contacted the bank to cancel that card and get a new one. New card received and all fine there.

Fast forward to today and he still has not received his £200 deposit back. The garage originally told him to wait 10 working day which has been and gone - but are now saying there is nothing they can do, as they have the proof the refund was made.

Husband spoke to Barclays again on his lunch break today, this time he gave them the reference number associated with the transaction from the receipt.They have told him there is nothing they can do and to contact the garage.

My husband works Mon - Sat so the bank is not open when he is out of work, and it is his personal account no linked accounts with me or anything. So everything has to be done on the phone which is not always helpful as all of the agents he has spoken to do not seem to grasp the situation.

Please can anyone tell us what needs to be done for the bank to understand that he has not received his £200, he obviously has statements to show he has not yet received the money. But Barclays just don't seem to care, and just refer him back to the garage!!

Thanks in advance.

agrinnall

It's not germane to the issue but I wonder why he didn't just pay £200 less on the day he collected the car, which is how deposits normally work?

I think he needs to try to convince the garage to ask their bank to trace the transaction - if it hasn't got to Barclays then they are right that there's nothing they can do. So the first thing is to find out whether it actually did get to Barclays, and the sending bank are best placed to do that.

Becks81

Thank you for taking the time to reply.

I will pass this information onto my husband

Geoff1963

If the bank card has a new number / dates ; then "the banking system" might be trying to refund a card ( rather than an account ) which no longer exists.

they have the proof the refund was made

Does that refer to the card number ?

Chalkius

Did the £200 taken appear on the statement? If so, if they're refunding it what normally happens with Barclays is any refund on a lost/stolen card, once received goes into a holding account and they normally contact you to ask if this is a refund you were expecting, and once they have that confirmation from you (via their Fraud Aftercare team, don't worry about the name, it's just who deals with it), it'll be in your account in 2-3 days. If they've refunded on the lost stolen card then this should happen. Aggrinall is right though, unless the refund makes it to Barclays there's little they can do, they have no power over your money until it reaches them, they can't really pluck it out of the ether.

If the £200 never appeared on the statement but was in pending it may just have gone back into your available balance, but I'm getting the impression it appeared on the statement.

Becks81

Geoff1963 wrote: »

If the bank card has a new number / dates ; then "the banking system" might be trying to refund a card ( rather than an account ) which no longer exists.

Does that refer to the card number ?

Yes the receipt we have relates to my husbands Visa debit card that he lost the same day.

Becks81

Chalkius wrote: »

Did the £200 taken appear on the statement? If so, if they're refunding it what normally happens with Barclays is any refund on a lost/stolen card, once received goes into a holding account and they normally contact you to ask if this is a refund you were expecting, and once they have that confirmation from you (via their Fraud Aftercare team, don't worry about the name, it's just who deals with it), it'll be in your account in 2-3 days. If they've refunded on the lost stolen card then this should happen. Aggrinall is right though, unless the refund makes it to Barclays there's little they can do, they have no power over your money until it reaches them, they can't really pluck it out of the ether.

If the £200 never appeared on the statement but was in pending it may just have gone back into your available balance, but I'm getting the impression it appeared on the statement.

No, that is the thing, the missing £200 does not show on any of my husbands statements. He has just not received it. My husband obviously has his bank statements to back this up

Geoff1963

they have the proof the refund was made.

Can your husband get the garage to ask Barclays, to undo the refund, to get their money back ( with your husband's agreement ) ? If it is stuck in Barclays, that might free it up.