Refund made to a closed credit card account

chrisco47

I'm hoping for some help on this. EasyJet have made a refund to a credit card which was on the point of being closed but wasn't finalised due to there being a 90 day period of closure from 7th January. The refund was allegedly made on 5th February within the 90 day period but Newday the card issuer are denying having received the money. In the meantime numerous emails & phone calls to & from EasyJet trying to obtain an ARN (Acquirer Reference Number) without success that would hopefully assist Newday in tracing the money.
I received two other refunds from them on the same day back to a different credit card so I have no reason to believe that EasyJet haven't done it. I have lodged a formal complaint with Newday but I feel that EasyJet should also be held to account because of their dreadful customer service & withholding important info that I need. Has anyone on here had a similar experience & have any ideas who I can complain to about EasyJet

CKhalvashi

It may be that the customer service agent doesn't have the information you are requesting, or doesn't understand what you mean.

If I were you, I'd word it as 'the tracking number for the payment that was made'. Additionally, we refer to them internally as 'payment trace numbers'.

Thrugelmir

NewDay are unlikely to expend time and energy tracing one refund. Their administration teams will be progressively working through their own accounts in a systematic date driven order. With many staff home based far will be slower than in normal times. 

chrisco47

CKhalvashi said:

It may be that the customer service agent doesn't have the information you are requesting, or doesn't understand what you mean.

If I were you, I'd word it as 'the tracking number for the payment that was made'. Additionally, we refer to them internally as 'payment trace numbers'.

Yes they do it was Easyjet customer services who have told me that I need an ARN & that their finance dept would supply it within 7 days......7 weeks later & I'm still waiting!