Tui money lost between them and Halifaxax

donnypaul

I was offered a refund to my tui holiday this may and was told I would get it by the end of may and still no money. The problem Is that Tui  wanted to give my refund back on the debit card i paid it on, but this account was closed in a switch over in feb this year , but with the switch over promises that nationwide gave us , any money would still find us , this is not the case !! At the mo no money in our new nationwide account and they say they can’t do owt , Halifax say  the haven’t  received any money from Tui  and Tui today have finally said that the money was paid on the 20th of may to the old Halifax account! Any advice how I can find out who has my money 

MovingForwards

Ask TUI to run a trace on the payment and provide you with the transaction details.
Go to Halifax with the transaction details and ask the to locate the payment and if it was sent somewhere ask where and provide the transaction details.

Next step depends on what Halifax say.

born_again

Halifax again.

They are a real pain with switched accounts.

Ask TUI for the ARN Acquirer Reference Number & date & time it was made. Halifax will then be able to find it in one of their internal accounts. Or be able to confirm it was bounced back. Which I would complain about.

donnypaul

What the chances of me ever getting this money back 

Thrugelmir

High. Just not a priority at the moment. With many staff still homebased / furloughed delays are just part and parcel of life. 

donnypaul

 Cannot talk to finance team to get ARN , been told to go my old bank and create a formal complaint to push people to find it , would this help

born_again

donnypaul said:

 Cannot talk to finance team to get ARN , been told to go my old bank and create a formal complaint to push people to find it , would this help

Get the front line staff at TUI to request it then.
If you ever see internal bank accounts where these payments go. You will understand why this is needed. 
I have worked these and you are looking at thousands of payments a day. With nothing other than amount, retailer, card no. And most bank systems do not have a very refined search function. Usually date or amount.

donnypaul

Got ARN and Halifax still haven’t found it yet 

donnypaul

Halifax has he ARN for a week now still haven’t found it , they rang today to say this , anyone got any other ideas