Closed credit card holding on to my refund

Verinat

Hello
on 29th June a few days  after Tui cancelled my booking they emailed me a breakdown of the refund. Very good Tui. Three payments to two different credit cards and PayPal. Unfortunately the biggest refund has gone to a Fluid credit card I paid off and closed last March. So I have emailed as Fliud instructed a copy of the email 4 times with my contact details so they could call me back for my bank details. Numerous calls later I am not getting any call backs. I hit customer service who cannot see what the finance team can see so give them my details and still no money or call back. Any help please?

blue.peter

Maybe time to start the complaint process? If you've been promised call backs that haven't materialised, that sounds like cause for complaint, even ignoring the original problem. Start by explaining the original problem, then go on to specifics of phone conversations, explain what you've done and when, and what the CC company (NewDay, isn't it?) promised but hasn't done.

I prefer to put complaints in writing, but you might prefer to talk to the complaints handling team. However you do it, be clear. I find that it helps to organise my thoughts before I start, by setting things out in chronological order.

Verinat

Thank you I have called and complained and will receive a copy in the post in 5 days or my refund hopefully 

MattMattMattUK

Verinat said:

Hello
on 29th June a few days  after Tui cancelled my booking they emailed me a breakdown of the refund. Very good Tui. Three payments to two different credit cards and PayPal. Unfortunately the biggest refund has gone to a Fluid credit card I paid off and closed last March. So I have emailed as Fliud instructed a copy of the email 4 times with my contact details so they could call me back for my bank details. Numerous calls later I am not getting any call backs. I hit customer service who cannot see what the finance team can see so give them my details and still no money or call back. Any help please?

It is highly likely that Fluid are not "Closed credit card holding on to my refund". If the card was closed in March 2020 then the refund will have bounced and will have been returned to Tui (it is different if you still have a card with the provider and the number has changed).

Contact Tui, they should have received the amount back, they will then have a procedure for dealing with refunds to closed cards. You will likely need to supply ID to prove who you are for the refund to be processed to a new card, but it will get sorted in a few weeks.

Verinat

Funds received today after I put in a complaint 

MattMattMattUK

Verinat said:

Funds received today after I put in a complaint 

From which organisation, Tui or Fluid?

pbartlett

probably not fluid as you can't put in a complaint if you are not a customer.

blue.peter

pbartlett said:

probably not fluid as you can't put in a complaint if you are not a customer.

Really? Do you have a source for this? It certainly sounds wrong to me. The OP is a former customer and would be complaining about the administration of money sent to his/her account, notwithstanding the fact that that account is closed. I'm pretty sure that FCA rules would require the account administrator to accept a complaint. After all, the time limit for making a complaint is six years from the date of the event giving rise to that complaint (according to FOS).

Verinat

Hi all my refund came from Fluid . They confirmed receipt of the funds sent by Tui. I only closed my account this March 21 with Fluid