Tui refund to closed bank account

D3sperate

Hi we helped our Daughter out over a year ago and paid their deposit on a holiday. This has been cancelled and my Daughter has asked for a refund. Both of us used cards with what are now closed accounts as both switched to new banks. Tui are asking for proof  that accounts are closed from bank but no longer have proof of account and bank has advised they do not either. We are both in same address as closed accounts were registered to. Can Tui not just send checks for these payments instead and if they have already refunded to dead accounts where has the money gone ? This is several hundred pounds and do not wish to loose this. They have refunded other payments made later to new accounts for same holiday. What can we do and what rights do we have. Can TUI insist on this proof?

[Deleted User]

 D3sperate said:

Hi we helped our Daughter out over a year ago and paid their deposit on a holiday. This has been cancelled and my Daughter has asked for a refund. Both of us used cards with what are now closed accounts as both switched to new banks. Tui are asking for proof  that accounts are closed from bank but no longer have proof of account and bank has advised they do not either. We are both in same address as closed accounts were registered to. Can Tui not just send checks for these payments instead and if they have already refunded to dead accounts where has the money gone ? This is several hundred pounds and do not wish to loose this. They have refunded other payments made later to new accounts for same holiday. What can we do and what rights do we have. Can TUI insist on this proof?

 Of course they can and no they have yo refund by the same method used yo pay. 

D3sperate

But if payment method no longer exists what happens - Bank advised me to play hard ball with TUI and could see no reason why they could not refund by cheque. I no longer have any accounts with this bank all closed over 12 months ago. Natwest could not provide me with letter to say account closed as no proof of account existed against my name or postcode on their system anymore. Apparently closed accounts get removed after 2 months.TUI say they cannot progress without proof of closure but if money returned surely thats proof account no longer exists ?

[Deleted User]

 No chance natwest deleted all your data. They keep it for as long as possible to assess if they want you as a customer if you go back there. 

 No they are not allowed to pay by different means. Aside from that you could by lying in order to get two payments. 

 Natwest should either forward the money to your new account if you used the switching service. Or return in to the vendor if they cant. 

D3sperate

Thanks, Switching service diversion only available for select few months once switched and now expired. SO agree money will be back with TUI. Therefore they know there is a problem with that account. I have found an old cheque book so now at least have my full account number will ask NATWEST to contact head office as they should, I assume, hold all info for 5 years legally. Obviously teh instore system has been archived so store limited in what they can see. There should be some process to get around this issue as cant be the only one this has occurred to.

eskbanker

D3sperate said:

Switching service diversion only available for select few months once switched and now expired. 

The Current Account Switching Service redirects payments for a minimum of three years....

D3sperate

We were advised 12 months when switched but that could have been the time to change employer details etc... The switch website gives no idea of time scales see attached.

D3sperate

The above gives me some hope. Will enquire at my new bank. Thanks for help

sheramber

What happens to payments that people send to my old account?

We will automatically redirect all incoming and outgoing payments to your new account. Each time a payment is redirected, an automatic message is sent back to the originator advising them of your new account details so they can update their records. Some organisations may contact you directly to confirm your details have changed. If you do not want your new details to be given to someone who sends a one-off payment, then please let us know.

Bit in bold may be what  is happening

eskbanker

D3sperate said:

We were advised 12 months when switched but that could have been the time to change employer details etc... The switch website gives no idea of time scales see attached.

I suspect that they've made a conscious decision not to publicise the extended redirection facility but CASS is run by BACS and they refer to the 3+ years at https://www.bacs.co.uk/services/accountswitchingservice/pages/accountswitchingservice.aspx

Redirection will be indefinite for those customers who continue to require it.

[...]

Transactions will be redirected to ensure all payments attempting to be collected from or being made to an old account will redirect to the new account

For 3 years after the Switch Date, or longer in accordance with clause 1.14 of the Customer Agreement

The extension of the redirection period from three years to effectively indefinite was trailed at https://www.moneysavingexpert.com/news/2017/01/redirection-period-for-payments-to-old-bank-accounts-to-be-extended-/ as a result of BACS committing to the CMA that it would implement recommendations from an earlier report, as per https://assets.publishing.service.gov.uk/media/587ded7eed915d0aeb00015d/retail-banking-investigation-final-bacs-undertakings.pdf:

4.1 Bacs shall maintain the current 36-month CASS redirection period, which redirects payments and payment requests to the current PCA or BCA for customers who have switched PCA or BCA and receive a payment or payment request into an old account, and then continue to provide CASS redirection for customers as long as they have had a redirection payment or payment request within the preceding 13 months.

and the appropriate wording was added to clause 1.14 of the standardised switching agreement adopted by each of the banks, so if you check the detailed one provided by your new bank it should be confirmed there.

Westin

Would your last statement, the ‘closing statement’ not reflect the account status and be sufficient proof for TUI?