Virgin Atlantic Refund

Debcat

Can anyone please help - I'm at my wits end.
Virgin cancelled our flight to Las Vegas on 14 April this year (188 days ago).
They finally confirmed after making a formal complaint to their complaints team that my refund had been made on 27 August.
We didn't receive the money and after a follow up complaint sent the payment receipt which showed that the refund had been made to a card number that is not mine.
I contacted them a week ago to tell them but have heard nothing.
When you try and call their complaints team you get a message saying they are not taking calls and the line cuts off.
I've written to my MP who couldn't help and made a complaint to the Competition and Markets Authority but not heard anything.
Is there anything else I can do - it feels as though the money has gone forever!

[Deleted User]

Is this a credit card Debcat?   As you didn't receive the holiday nor the refund, you could try asking your credit card company for help.   You are outwith the timeframe for a chargeback but your bank should be able to tell you which bank your money has been refunded to from the info you have been given.   You shouldn't have to do the detective work but needs must.  I would be onto my bank with the details of the bank account Virgin claim they have refunded to and keep on at  Virgin via email/phone/post....   I doubt CMA would get involved or your MP as they have no way of knowing if the account that the money was refunded to was yours or not.    Don't give up!   If all else fails you can send a letter telling Virgin you intend to take court action because they have given somebody else your money.      

Westin

I suppose not beyond the realms of possibility that with rushed processes and unfamiliar staff working that a keying mistake has been made - but very unusual.  Typically keying in card details for a refund would not even be necessary. The payment just gets returned to the card details stored in the original booking.

Perhaps you can clarify if this was a direct with Virgin Atlantic booking or if this was booked via a third party.  Is so I can understand why a different card/payment was made.

If you did book direct with the airline, what credit card was used?

[Deleted User]

Westin said:

I suppose not beyond the realms of possibility that with rushed processes and unfamiliar staff working that a keying mistake has been made - but very unusual.  Typically keying in card details for a refund would not even be necessary. The payment just gets returned to the card details stored in the original booking.

Perhaps you can clarify if this was a direct with Virgin Atlantic booking or if this was booked via a third party.  Is so I can understand why a different card/payment was made.

If you did book direct with the airline, what credit card was used?

Absolutely Westin,  I was assuming the payment was made by OP direct to airline but of course, IF a third party is involved then quite likely the refund has gone there.   So OP, if this is the case,  you need to get onto them.

mattyprice4004

Sounds like the refund went to the CC of a travel agent, we shall see! 

bagand96

My first thought also is "was the flight booked via a travel agent?"