Pending Transaction Instead of Refund

Jamie18475

So I bought a pair of shoes from Nike using a 25% off code. They arrived and were the wrong size. They advised that I can refund them and reorder the shoes in the correct size and once the shoes have been dispatched, they will refund me the 25% to price match what I originally paid. So the refund value is approx £43.

I got an email saying the order had been dispatched and so I called the customer service and asked for the £43 refund. The lady on the phone said this had been done.

Then, this afternoon I got a notification on my Amex app saying I had made a payment to Nike for £43. I found this strange as of course this was exact amount I was due to be refunded. I then checked my statement and saw this transaction as pending, as well as the original transaction of roughly £170 still pending. So they haven't take the original funds as of yet and now they've charged me another £43 which is pending on my account.

I called Amex up and they asked me to speak to Nike, as the £43 is definitely a pending debit to the card. Nike said that they have checked my order and it appears only a refund of £43 has been processed and that they can't see any further charge to my card on their side.

I'm really confused as to what's happened? How can they have charged me instead of refunding me? The advisor said it's not possible for them to have charged my card again.

Is it possible that this has occurred because the original transaction is still pending and therefore it won't allow a refund to my card?

Any advice would be greatly appreciated! Many thanks in advance all.

jonesMUFCforever

Wait for the transactions to go from pending to actual statemented items. Then take it from there - it could all work out fine or it might be an error by the retailer which can be easily sorted out.