Refund sent to closed bank account (didn't use CASS)

YasWestern

In December 2019 I cancelled my car insurance with Hastings Direct Smart Miles 4 months before the end of the policy and was due a refund to my bank account. I explained to the insurance company that the card I had paid for my insurance on had since been closed and I was with another bank (I had an account with one bank and then opened a student account with another bank) they assured me the bank would keep my money in a holding account and then would be able to send me the money. I didn't use CASS when I closed my account with my former bank as I wasn't told this was an option, despite telling them I had another bank account with another bank active.

Anyway, 4 months down the line, having send copious information to Lloyds (ARN Number, Account number and Sort Code, Refund amount, date of refund processed and amount) and they have asked me for the 16 digit card number which I don't have. I have emailed again today after having two emails of the exact same content asking for the card number, they now have 5 days to reply. The car insurance company have been great through all of this, I have asked them to send me the ARN number again as they sent it straight to the bank, the only thing I can imagine I could do otherwise is contact WorldPay and see if I can use the ARN number to look at the status of the transaction from them?

Any help with this would be amazing. Only 19, first car insurance policy, first time closing a bank account. Definitely learnt for next time! 

born_again

Odds on as i's a closed account they bounced it back to Hastings.

They will ask for card number as that is how payments are traced in internal accounts. Although that is something they should know from their systems.