Current Account Switch - Refund to old debit card

2319WeHaveA2319

Hello, 

I have moved from Lloyds Bank to Virgin Money, I have however been issued a refund to my Lloyds bank account debit card however this has now been closed. Oddly enough I have had notifications from Lloyds banking app that money has gone into my "closed" account, however, I can not access it anymore as it is closed. Not on the app. It's not a big refund only 10 quid.

Virgin has told me to contact Lloyds, Online literature seems to say the refund will go to my new account, and Lloyds told me I need to wait 15 days from whenever I believe I was due a refund and start a claim with them. Then if I give them some evidence of a refund they will organise something.. I didn't really believe the agent understood my issue as this sounds like some effort...

I am worried mainly as I am due a chunky refund from Amazon

Any Advice? Has anyone who has used the CAS had a refund to their old debit card? Did it go into your new bank account?

Matt8888

From my experience (Lloyds switch to HSBC) you are right to worry! Chasing a "lost" refund of around £300 was so miserable and time-consuming I nearly gave up (branch visits, long, long phone calls passed all over the place repeatedly and dozens of emails). To cut a long story short, Lloyds were absolutely useless. In the end I asked for a deadlock letter (I think it is called that) so I could take it to the banking ombudsman. I was told that would take many weeks (which was very typical of all my experiences over the matter).

To my amazement, a few days later somebody from Lloyds telephoned me to apologise unreservedly, refund the money instantly, add a goodwill amount (I think it was £75?) and an offer to refund any expenses I had incurred in chasing the matter. One thing I would say is that Lloyds kept telling me to deal with the company who made the refund. The company kept saying it was squarely the fault of the bank. I did not believe the company (well, it was a rail company!) but it seems they were quite correct.

The company gave me a reference number specifically for such transactions, and Lloyds kept saying the number meant nothing and they did not even know what it was... (I think it was an ANC number?) That seemed to me impossible because I found a website where you can check these numbers, and it was a valid ANC. How could Lloyds not even know what the number was? I suspect Lloyds knew very well. I suspect they had lost the money and were simply trying everything to stall the issue and to make me give up or blame the company to avoid having to pay up.

One of the tedious things about this is you end up chasing two parties (three if you include dealing with the bank you switch to), all of whom claim it is the fault of somebody else. Good luck!

grumbler

jamieearltek said:

I am worried mainly as I am due a chunky refund from Amazon

I have long experience of dealing with bookies and I was able to get refunds ('withdrawals') to a different card if the original one used for purchases ('deposits') was cancelled.

Ballard

grumbler said:

jamieearltek said:

I am worried mainly as I am due a chunky refund from Amazon

I have long experience of dealing with bookies and I was able to get refunds ('withdrawals') to a different card if the original one used for purchases ('deposits') was cancelled.

I just had this problem withdrawing to my First Direct account following their move from Visa to Mastercard. FD kept rejecting it so I had to speak to the bookie to get them to remove the old card and add the new one to their system. 

2319WeHaveA2319

So I have some good news to anyone in a similar situation, or I hope. 

Again I had a notification in the early hours (Working week I guess), from my Lloyds banking app for my account that I can't view anymore, saying that I have made a payment from my account of the refund amount to another account, the name being something like "hsjhas7webwqw". 

Checked my new account and there it was, credited as a "residual balance". 

Could just take longer over a weekend it seems, 

Jamie