Lost credit card refund

stitchmaker85

Hello, I am asking here as I am getting no sense out of my bank or the company that initiated the refund, so hoping someone here can tell me who is right!
The refund was initiated on the 8th August and as I had still not received anything after a week, I asked them to investigate and they have provided me with an ARN to give to my bank. 
After doing this, my bank have said they are unable to put a 'chase' on the refund and its the merchant who needs to do this, however the merchant is saying they can't and the bank, having the ARN, need to find the money. Having reached a stalemate, I'm not sure who is correct and what to do next?

born_again

If the refund was made to a stopped credit card, then the funds should automatically transfer to the new card. As it runs on the same account.
You need to speak to your card provider, give them the ARN and they will then be able to trace the payment. Front line will no doubt say it's not them. So best ask for either Fraud or Disputes team as that will be who has access to the proper system to trace the payment.

stitchmaker85

thanks, it's not a stopped credit card, it's a current one (same one used to make the original payment a couple of months ago.  
Will try again with my bank (who the credit card is with)