Refund for concert tickets has been returned on to a card I no longer have

jooly333

Help - I previously had an American Express Credit Card from Lloyds Bank which gave me Avios reward miles.  Lloyds Bank stopped their association with Avios and therefore stopped the credit card in November 2019.  I booked concert tickets via AXS in October 2019 for a concert which was eventually cancelled due to Coronavirus and AXS have refunded £175.50 back to my original payment card.  Lloyds Bank are refusing to give me the refund unless I provide them with bank details for AXS.  AXS are refusing to give me their bank details as they say Lloyds Bank should have refused to accept the refund if the card no longer exists.  What can I do to get my money back - £175.50 is a lot of money to lose.  Any help would be gratefully appreciated.  

DCFC79

jooly333 said:

Help - I previously had an American Express Credit Card from Lloyds Bank which gave me Avios reward miles.  Lloyds Bank stopped their association with Avios and therefore stopped the credit card in November 2019.  I booked concert tickets via AXS in October 2019 for a concert which was eventually cancelled due to Coronavirus and AXS have refunded £175.50 back to my original payment card.  Lloyds Bank are refusing to give me the refund unless I provide them with bank details for AXS.  AXS are refusing to give me their bank details as they say Lloyds Bank should have refused to accept the refund if the card no longer exists.  What can I do to get my money back - £175.50 is a lot of money to lose.  Any help would be gratefully appreciated.  

Then lodge a complaint.

I dont know what the process is for something like this.
I assumed they would contact you and send you the money as a cheque or ask what account you wanted it transfered to.

Sandtree

The complaint should be logged with Lloyds, it is standard anti-money laundering guidance that all refunds should go back to source and so card issuers deal with this sort of thing frequently. The refund will have been tagged with your card account details and so they should be able to find it in their systems.

born_again

Even on a closed account the refund would go through as they are unauthorised. It will be sat in one of their internal accounts.
Quite why they need AXS account details is a mystery, when it's a credit card payment.

MrFrugalFever

AXS should have had the funds returned back to them due to a ‘return to source’ instruction based on the account being closed. I would query with Lloyd’s if a return to source happened and then find out from AXS how one goes about getting the refund paid to a live account in your name, proofs and documents will no doubt be needed.

if Lloyd’s are sitting on your money and no return to source instruction has been carried out then as suggested above, a complaint should be logged.