Refund not received

Archerychick

Hello

I need some advice on what the next step is in this situation.

A company who I was leasing a car from claims that they’ve made a payment to my bank account but this payment is not in my account.

They maintain that it is in my account but have only provided my statement of account, which is an excel document.

I spoke to my bank and they confirm that they can’t see any payment coming into my account from them, I have also provided my bank statement to them.

They will not for whatever reason provide me with a formal document (e.g a bank statement) showing the payment leaving their account.

I have a final invoice to pay, but I’m not paying that invoice on the basis that they still owe me money, and they say that they will be following their standard debt recovery process which is crazy, they seem to want time to ignore the fact the payment from them hasn’t made it to my account.

Had anyone else been in this situation / know what I should do next? Is there a transaction reference of some kind that I can request instead and give that to my bank? Is this something that I should refer to the ombudsman or do I need a ‘final response’ letter from them first?

Thank you
Susan

unholyangel

Leasing company....finance will be involved so they should have a clear complaints process. Check your contract documentation, website or contact them and ask.

Complaints process is usually complain to them first. If 8 weeks pass without you getting a response or you not being satisfied with the response, you can complain to the financial ombudsman.

What method do they claim they sent the payment by and how long ago? What was the refund for? In other words, is it enforceable by law - whether statute, contract or common?

BoGoF

What is the refund for?

Never a good idea to withold money on a finance agreement on a point of principle.....it could end up wrecking your credit file. Would suggest you pay your final invoice and argue about the refund afterwards.