Help please re :refund onto archived credit card account

rugbymam

Hi, my daughter had her holiday cancelled but did not get all her money refunded. The amount oustanding was paid for on a Halifax mastercard she no longer has & the account has been archived. Hays Travel insist it has been refunded but Halifax insist it would have been "bounced back" to Hays Travel as there is no account to pay it into. She has made numerous phones calls to Halifax spending hours on the phone & loads of emails to Hays Travel over the past month but is going round in circles as each keep saying it it the others responsibility. Anyone any idea how to resolve this issue & get the money she is owed? thanks in advance

Life__Goes__On

Try a Section 75 claim (you can legally still make one on a closed account)  Halifax might be more willing to sort it out if with Hays if they are the ones that have to pay up.

jonesMUFCforever

What do you mean by archived?
Did she close it off when the balance was nil? - Was it closed off by Halifax as a bad debt?
Obvious question why would she close a card when she knew that money was due back on it??

rugbymam

The holiday was booked over a year ago & since then she transferred to a different provider. She could not remember which card she used & when contacted Halifax was told they had archived the account as nil balance & no activity for long period.

jonesMUFCforever

So she doesn't even know if the Halifax card was used?
Her receipt would show which card - normally first 4-6 digits indicate which bank the card belongs to.

born_again

Get Hays to provide the ARN date & time of the transaction.
If unsure on which card used ask them for the last 4 digits and then ring round the banks till you find it.
1st 4/6 can also show who the card provider is, but can be harder to get.

rugbymam

Yes she now knows it was the Halifax card as Hays told her the last 4 digits of card used but Halifax cant access the account as it has been archived & insist that the refund would have "bounced back" to Hays as there is no account to credit it too. However Hays insist they paid it & it hasn't been returned. This going round in circles has gone on over a month now & is taking it's toll on my daughter as she lives  alone & has been "shielding" during covid19 for health issues. We just don't know what to do. Someone has her money but its not her!