Refund to a closed account?

kell45

Hey all just looking for some advice if possible… TUI have refunded £1000 to a credit card which was paid off and closed over a year ago. It was with Sainsburys Bank. I have tried every single day to speak to staff at Sainsburys bank and at the worst was on hold for 3hours before I gave up. There is no online chat facility so I’ve had to go old school and write a letter sent recorded delivery. TUI are no help at all and keep saying via online message that the payment was sent and that’s that?!? Any advice or experience of this issue? Thank you

mattyprice4004

You’ll need to sort it with Sainsbury’s - once TUI have refunded it’s no longer their issue. 

Usually the credit card company will write to you and let you know you have a positive balance - Barclaycard sent me a cheque when this happened. 

kell45

Thanks for the response… I suppose I will just have to wait until Sainsburys respond to the letter.. if they ever do or keep trying to speak to someone. It’s a lot of money to go amiss 😩

born_again

Ask TUI to provide the ARN (acquirer reference number) for the transaction. Amount & the date, time it was processed. That will help Sainsburys find the transaction, as it will be stuck in a internal account. Which not all staff will know or have access too.

Thrugelmir

When was the money refunded?  They'll have thousands of transactions to deal with. Unfortunately involves a manual process which means it will take time to arrive at the top of the pile. As everything will be dealt with in date order of receipt. 

kell45

Thanks for the reply’s. The money was refunded 20th Dec 2021. I guess I’ll just have to wait patiently.