Refund to closed credit card. Issues getting money back

Stevano

Hi,

I purchased an Xbox from Amazon last November (2017) on a Halifax credit card, I subsequently paid off and closed that credit card. I have now had an issue with the Xbox and sent it back to Amazon who have refunded it back to the cancelled Halifax card on October 25th this year.

My issue is that I have been trying for the last month to get the money back (£450) from Halifax with no luck. I am being told by Halifax that they cannot trace the refund without an originating sort code and account number from Amazon, but Amazon are saying this isn’t possible as it was a card transaction and sort codes and account numbers aren’t used for these.

I am now stuck between a rock and hard place with no end in sight. Can anyone help??

Thank you.

[Deleted User]

Halifax will have the money held somewhere and will need to issue you a cheque for the amount.

Stevano

Hi Gary, my issue is getting them to locate the money. I’m baffled that they can’t just find it from my card number!!

scottishbank

I had refunds issued to closed AMEX cards in the past and they sent me paper statements showing a credit. Therefore it should be no different for Halifax. If they are being difficult then open an official complaint in writing and include emails from Amazon showing they did the refund. If Halifax won't help then you can go to ombudsman who would help you to get the cash.

Stevano

Thanks Scottishbank, I have already dropped the Ombudsman a DM on Twitter to see if they can offer any advice. This is a ridiculously painful process!

Terry_Towelling

For some reason it always seems to be Halifax that can't trace refunds. There is an outside possibility that the refund could've been charged back by an automated system due to the status of the destination account but that would smack of crass maladministration given the length of time that can elapse between debits and credits.

Halifax back-office staff will be able to trace it for you but the front-office staff will have no idea what you are talking about. An official complaint will get you to the right people and your money will be located - wherever it is.

If Amazon could help by obtaining evidence of processing (e.g. an ARN for the refund) that would help Halifax trace it. Sadly, you end up having to do all of the donkey work.

Stevano

Hi Terry, thanks for that. Amazon have a given me a refund reference number which I have given to Halifax on a number of occasions.

I will keep persevering.

Terry_Towelling

Stevano wrote: »

Hi Terry, thanks for that. Amazon have a given me a refund reference number which I have given to Halifax on a number of occasions.

I will keep persevering.

Is the reference number 23 digits long. If so it is an ARN and should help. If not it may mean nothing to Halifax.

Stevano

Morning,

Just checked and it is 23 digits long. I will write an email to their complaints team today. Thanks for the advice Terry. Much appreciated.

Terry_Towelling

Stevano wrote: »

Morning,

Just checked and it is 23 digits long. I will write an email to their complaints team today. Thanks for the advice Terry. Much appreciated.

Just to manage your expectations a little, the presence of a 23 digit ARN (Acquirer Reference Number) means the transaction got as far as being processed to Visa/MasterCard. It is still possible for it to be rejected at that stage (for technical reasons) by Visa/MasterCard.

If it gets through that hurdle (almost certain) Halifax may still have processed an automated Chargeback due to the account status (possible but unlikely).

It is most likely sitting in a suspense account somewhere waiting for someone to manually sort it out.

We have had similar examples of this with Halifax on the forum before. Only when the ARNs were sent in with an official complaint did the query reach the right people and the cash was found - in Halifax's systems!

Stevano

Thank you so much Terry. You have been a great help.