Thomas Cook - what you need to know - MSE News

[Deleted User]

I received mine now! As others no email. But relieved.

Nala89

Still waiting on my balance. Worried they think I've had everything back

lilacshoes

No still no refund - final direct debit was taken on the day of TC collapse,so full holiday amount owed. I've checked emails and bank this morning and still no payment received so I've submitted a claim this morning. Holiday was due to take place mid November.

tberry6686

Email recieved from Atol yesterday.

Looks like if you had a dd payment come out close to the collapse day then it will be the end of the week for repayment.

We are aware that you made payments to Thomas Cook by direct debit, which included a payment on or around the date the company ceased trading (23 September 2019). Unfortunately, we have not yet been able to automatically refund these payments as the data we need in order to process the refund was not immediately available from Thomas Cook.

Don’t worry, you are still entitled to a refund for your direct debit payments, and we aim to have these processed by the end of this week. You do not need to take any further action.

Thank you for bearing with us while we complete this large scale travel refund scheme. We are doing everything we can to process all refunds as quickly as possible.

bradders1983

...which is still a hell of a lot quicker than the other route, yet people are still moaning like the world has ended.

Nala89

Right need a bit of assistance if someone could help. I have now received all my DD payments but I had made a couple of payments by Debit Card as well. I understand I need to make a claim but the claims form asks just general questions about my booking. How would i go about only claiming the card payments?

bradders1983

Use the claim form? They will know how much you have had back already.

Nala89

Ok so just put the whole holiday through and allow them to do the work on it. Was just worried when they say on their website that any incorrect info will make the claim longer but I'm just being pedantic

N4t4lie

Nala89 wrote: »

Right need a bit of assistance if someone could help. I have now received all my DD payments but I had made a couple of payments by Debit Card as well. I understand I need to make a claim but the claims form asks just general questions about my booking. How would i go about only claiming the card payments?

Two options.

1) Complete ATOL form, but if there is no place to explain what you are claiming for and that the payment was made part DD, part card it might just be confusing. But you should try this first.

2) Got to your card provider and initiate a chargeback for the card payments; I assume you paid Thomas Cook directly and not an intermediary? Details if you don't know what chargeback is can be found here: https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/ You may need to explain to them why you are not going via ATOL, but if you have your evidence that because you paid partially through DD that you did not get all of your money back then they should process it.

Hope that helps. Seems odd that advice was given for one payment method and not what happens if you had mixed payments. Above all though, keep a detailed record of payments made and payments refunded as you may need this evidence for either ATOL or the bank.

gruntyl

I believe that we should have received our refund by yesterday.
Nothing so far for me.
No email either.

Gah!
Poo.