Paddy Power holding on to money

milly412

I had £90 in my Paddy Power account, I withdrew £80 and it has never shown in my bank account. There is no customer service number to speak to someone at Paddy Power, you have to talk to people via chat boxes which feels automated at times. They have said I need to get my bank to write a formal letter to confirm the money has not been delivered. My bank (First Direct) say it's nothing to do with them as the money hasn't come from my account and it's Paddy Power that need to investigate where the money was sent. I'm stuck in the middle and without anyway of talking to an actual human at Paddy Power, I can't see how I can get this sorted. It may not be a vast amount of money but it's my money, plus there's £10 in my account which I have no way of getting. Does anyone have any advise. I've also tried twitter but no response.

Sandtree

What do they say if you call the number that they give at the bottom of:

https://helpcenter.paddypower.com/app/answers/detail/p/6/a_id/140


You've done the obvious of checking you've entered your bank details correctly I assume

born_again

Have you changed card at all since the deposit & wanting to remove the funds?

Ask Paddy Power for the ARN (Acquirer Reference Number, date & time they made the refund) then ask FD to speak to disputes team to check the Visa or Mastercard system for the payment with the ARN.

milly412

Thanks Sandtree - the number is for Customer Betting, I'd already tried that but they we're able to help me. In terms of bank account, you can't actually check the bank you've paid it too, the number is **** out with the exception of the last 4 digits which match my account. How crazy is that - you can't check the full details.

Thanks born_again, I've got a ARN number and First Direct said the number didn't mean anything to them as it hadn't come from their system. They checked to see if any payments had come in from Paddy Power and there was nothing.

born_again

milly412 said:

Thanks born_again, I've got a ARN number and First Direct said the number didn't mean anything to them as it hadn't come from their system. They checked to see if any payments had come in from Paddy Power and there was nothing.

Did you speak to the disputes team at FD?

Each debit card transaction has a unique ARN. It comes via the Visa system (or mastercard) So who you spoke to at FD was not telling the truth. 
The ARN is how a transaction is traced. If they say it does not mean anything to them when you ring back Raise a complaint.

Have you changed cards recently? Given I know FD are moving from Visa to Mastercard. So if PP refund a old Visa card it will go to one of the internal accounts.