Easyjet refund that has been ongoing for 3 months now

rob1platt

Right, here we go. Flights to Corfu booked last year and paid for on Santander Credit Card. In the subsequent time, Credit card is paid off and account closed. Coronovirus then hits. I request a refund which Easyjet agree to on 10/7. They try to refund Santander card on 14/7 and money bounces back to them as account is closed. 
Below is a timeline of the subsequent correspondance. I would like to know who can help now? Would a persual through the courts compensate for interest accrued on cards for the £1500 that could have been used to pay them off? Would I be able to claim for time spent chasing this and stress caused? Would the ombudsman be a better place to persue the claim? Any advice is very gratefully approved as I'm feeling like I'm being taken for a total mug by a big corporation who have my money and just refuse to give it back.

Timeline of Booking:

10/7 Agree that refund is due

14/7 Attempt to pay Santander but card account closed

10/8 spoke to Thoren who agreed that the refund should be paid and admitted that EasyJet were holding on to my money

10/8 I email with ARNs from Santander

21/8 I email reminder

22/8 Email from EJ Kusum saying case has been escalated to finance team

22/8 I email asking why can’t someone call me

23/8 Email from EJ that case has gone to finance team again

4/9 I email reminder.

5/9 Email from EJ to say case escalated to finance team for 3rd time. Case ID 104947023

9/9 I respond asking why it will take 7-14 days for an update. No response.

20/9 I send a reminder with a threat of SCCourt

23/9 I ask for refund and mention that I’m willing to use Alternative dispute resolution & threaten CC action.

24/9 Fobbing off email received

28/9 I email saying not acceptable response to email of 23/9

29/9 another fobbing off email received

29/9 I email stating again the deadline of 4 Oct to pay. (Nearly 3 months from original payment date)

30/9 Email from EJ to say that payment was successfully processed on 10/7!!!

30/9 I plead for someone from EJ to call to discuss

5/10 EJ now say “we can SIMPLY issue the refund as a bank transfer”

5/10 I email with sort code & account number

9/10 Promised money within 7-14 days (23/10 latest)

26/10 Claim that it was successfully processed on 10/7!!!! 

Evert

Hi,
I am currently going through the very same scenario as yourself and it's very frustrating as I do not know who has my money.
I last spoke to Santander on the Dec 9th and apparently a letter was sent 11th December of what the Finance team have found out.  Not surprising in the current climate is that I've not received the letter.
Until I get this letter I cannot identify as to who is to blame but my money is on Easyjet as if you're supplied with an ARN number surely that means the originating source would have the money back.
Ev

carlosveiga

Another one going through the same issue.
Refund processed back in Oct-Nov, but no money yet.
Received ARN this week - but my old bank says they can't do anything with it and that the money bounced back to the sender...
Is it worth going for the Small Claims Court?