Problems getting refund to closed expired card

Terry_Towelling

phillw wrote: »

6 CARD EXPIRY
6.1. The expiry date of the Card is printed on the front of the Card. You will not be able to use the Card once it has expired.
6.2. No Transactions will be processed after the Card has expired.

9.3. We reserve the right not to repay or refund any sums to which You may be entitled if We have reasonable cause to believe You have not acted in accordance with these Terms and Conditions.

Sounds fairly comprehensive. Altering an expiry date is not necessarily acting outside the terms of the agreement but the bit about transactions not being processed beyond expiry is a worry - although that was probably intended to stop spending rather than refunds.

OP did seem to say the card was issued by Pure but was a BT MasterCard debit card rather than a prepaid card. Can you clarify please OP?

phillw

Terry_Towelling wrote: »

OP did seem to say the card was issued by Pure but was a BT MasterCard debit card rather than a prepaid card. Can you clarify please OP?

The BT cards are prepaid, I think they say mastercard debit on them because they aren't mastercard credit. They make their money out of the unused money when they expire (after six months?). You can't load extra credit so that you can use up the last few pennies either & the queues were always too long in aldi to explain why I wanted to split the payment with 25p from that card.

Terry_Towelling wrote: »

Sounds fairly comprehensive. Altering an expiry date is not necessarily acting outside the terms of the agreement but the bit about transactions not being processed beyond expiry is a worry - although that was probably intended to stop spending rather than refunds.

The bit about all money on the card at all times belonging to them is also a bit of a worry. They reserve the right to a lot of things and it might end up at the ombudsman, so I certainly wouldn't want to start my conversation with them "so I made up an expiry date to try to get a transaction processed and it went wrong".

I can't see anything in the T&C to base a complaint on though, you would have to argue an implied condition or they were unreasonable applying the conditions that were in there. The retailer on the other hand wants to give a refund, so getting it onto another card sounds like an easier shot. I'd certainly push that first, the money will arrive quicker as well (this was important in my case because I bought a replacement on the same card and the refund pretty much paid for the new one, I refused a straight swap as they were messing around with the model and I got a brand new warranty where a straight swap would run out in a couple of months...)

mr-b

The retailer ended up processing the refund so it should be with Pure in a few days. Pure said they'd have to reissue a card at cost of £3 so that's not too bad, although I may see if they'll allow a bank transfer as I just don't need the card.

dealer_wins

Reason no 23363 why ML regs do nothing to protect against money launderers, just hinder law abiding people!!

mr-b

Agree. Though I suspect it's more of an opportunity for folks to say "computer says no" and an excuse not to do anything, rather like Data Protection or GDPR.


The retailer's account team weren't contactable directly so it's been difficult to explain the situation again to yet another CS rep each time, and even then they've ignored or misinterpreted my instructions, so it's at least some progress. Pure OTOH were easier to communicate with.


However this, together with my recent troubles dealing with an energy supplier, means I can't help feeling that the whole financial situation on refunds is getting out of hand with basic rules not being followed, or maybe the rules are being bent out of shape with different products on the market so that no one knows what to do any more ...

JasonLong33

If you still have an account with that credit card issuer you should be able to transfer the refund balance to your new card to apply it against your balance owing.

mr-b

Not quite sure what that means. The card is expired, the account is closed.

Terry_Towelling

mr-b wrote: »

Not quite sure what that means. The card is expired, the account is closed.

I think they are suggesting that if you have another (and different type of) card with this provider, the refund could be transferred onto that new card when it comes in.

mr-b

Yes that makes sense - the retailer originally said that the refund had to go to a card that was linked to the same issuing bank.
Pure has now advised me that the refund has arrived and they'll either issue me with a new card or else a bank transfer, though they said that was unlikely. So it's looking hopeful!

mr-b

Pure reward card arrived today loaded with the refund. :-)
Thanks to all for the advice.