Withdrawing money from an expired Fairfx card

Mrpauljenks

Hi everyone,
This is my first post here and I'm hoping someone will be able to give me some advice on how to retrieve my money from an expired Fairfx card. Apologies in advance for the long post....

A couple of years ago I booked and paid for some holiday accomodation in France using my Fairfx currency card. After various rebookings and ultimately cancelling due to covid, the company I booked with refunded the full amount (£800) back to the card with which the booking was made. Trouble is, this card has now expired and been replaced by a new one. The refund has definitely been made as I can see it on the statement in the 'Expired cards' section of the Fairfx website.

I contacted Fairfx, who told me I would have to email 'Omnio Global' who could arrange a refund to my bank account . I did this and received an email back telling me that the money had been lifted from my Fairfx account and would be deposited in my bank account within 28 days. We are beyond the 28 days now and I have had no response to my attempts to follow up with Omnio Global. The money has been taken out of the Fairfx account as they said it had.

If anyone has any advice about what to do next then it would be much appreciated. My feeling is that Fairfx themselves are ultimately responsible, but I'm no expert and appreciate that I could be completely wrong in this assumption.

Thanks in advance,

Paul

FairFX

Hi Paul,

I’m really sorry to hear about the problems you’ve had getting your money back from your expired FairFX card. We appreciate this has made what was already a difficult situation with your holiday being cancelled, even more stressful.

For full visibility, and to expand on your point about responsibility, your expired card was issued by Wirecard Card Solutions (WCS) which means that, as per FCA regulations, your funds were held with them. Omnio is the company that manages the card program for WCS which is why they are the ones who will need to process your refund.

Since you’ve been in touch with our customer service team, they have contacted Omnio about the refund which we are currently waiting on them to process for you. I can see from our records that our team has chased Omnio saying, exactly as you’ve said, that they are now overdue on their 28-day promise.

We've been instructed by Omnio that any customers with expired cards must contact them directly which means, frustratingly, we don't have direct control over this situation. That being said, we always want to support our customers as much as possible, which is why we are continuing to chase them directly about your case.

We are going to continue to put all possible pressure on Omnio to refund you promptly and sincerely hope that this issue is resolved very soon for you.

Many thanks,
Mary
FairFX

kellyanddarrell

Did you ever get anywhere in regards to your refund? I am waiting for a refund of $1347 that was made to an expired FairFX card on 6th August. Both FairFX and Omnio confirmed the funds had been lifted and I would receive a refund within 28 days.  That has passed now and still no refund! I am desperate for this money as I need it to pay for my mums funeral costs.  I’m at my wits end, all FairFX say is they are chasing it and I’ve had no response to my emails from Omnio! I have submitted a complaint to the financial ombudsman but I am having to consider taking out a payday loan now so that I can pay off my mums funeral. 

GrumpyDavid

Hi Paul, or Kellyand Darrell
I would like to know if you did eventually get your funds. I recently was given the opportunity to have a refund from British Airways on a voucher for a flight cancelled in 2020. I paid in euros with my FairFX card. I went through the BA process and having bought another ticket with a credit card at the same time forgot that this was bought with the FaiFX card.
BA say that they have paid the refund to the original account, and are unable to pay refunds to any other account (eg my stored card on the BA Executive Club). 
FairFX say that they will have to contact the original card supplier who was insolvent (Wirecard). They say that it may take up to 8 weeks to get a response.
By searching I have discovered that Omnio were supposedly the contact for customers. Can anyone please advise the best course of action?