Easyjet refund confirmed but not yet paid (ARN number received)

carlosveiga

Hi,
I'm having some issues with a refund from easyJet and I thought it could help me if I shared it in here - hope somebody has some familiarity with situations like this one.
Basically I'm due a refund from EasyJet. They have confirmed the payment was in progress (after I submitted my details via their website and everything was verified): all I had to do was to wait. The issue I have is that I've been waiting for a few months now and the payment is yet to be completed. The complexity of my case is related with the fact that the card I used to make the payment back in Dec-2019 belongs to an account that was closed a few months later and I need to receive the payment via a different method.
easyJet is not being very helpful in finding an alternative way to resolve this and I keep bouncing back and forth between emails and trying to reach their customer service line with no real progress being made since the payment was confirmed as due.
I've recently received an ARN number from them with the following message:
"I've received an update from our Finance Team that the refund was successfully processed. I'd request you to trace the funds with the bank using the below ARN.
ARN - xxxxxxxxx (long 15+ digit number)"
Is this something that I should really be chasing my old bank for? As I'm no longer a customer, they're not being very helpful either and it looks like I need to do all the legwork to get my money back! Is this normal? Is there another way?
Any help would be appreciated!
Regards,
cv

jacannd

Hi, I am in the same situation. I have had 6 months of phone calls, emails etc to EasyJet and Santander. The ARN has been checked and Santander have confirmed that the refund was returned because my account has closed. EasyJet are now asking for an ARN from Santander to prove this. Santander say there is only one ARN - the one provided by EasyJet. I am at my wits end with EasyJet - each time I prove that I have not had the refund, they ask for something else. They do not deserve to have any customers moving forward and their customer service is a joke.

carlosveiga

In the end, my old bank found the funds and sent them over to another bank account I had elsewhere! easyJet was right in pushing back...