Vanquis Refund Help

MelMar999

I had a Vanquis Card back in 2011, account was closed around 2012 I think.

3rd of December 2021 I received a letter stating I was charged for a product, which I should not have been charged for, and was due a refund of £66.11. A cheque would arrive within 28 days of the letter.

Roll on until April 2022, I had not received a cheque, so called Vanquis and they arranged over the phone for a bank transfer to be sent instead. This never arrived either, so I called again in mid June to raise this, and they didn't seem to know anything and said they would call me back.

Today 21st of July 2022, I called again and now my account doesn't exist. They say the account must have been removed as the balance was now £0. I have not received my refund though. I've raised a complaint and they want all my bank statements going back to April. I don't feel I should have to provide all this, however I will just to settle it. Surely they should know if money has been sent without checking my account?

Advice much appreciated. I'm thinking I may just complain to the financial ombudsman. 

bengal-stripe

MelMar999 said:

 I've raised a complaint and they want all my bank statements going back to April. I don't feel I should have to provide all this, however I will just to settle it. Surely they should know if money has been sent without checking my account?
 

Surely, they'll know whether or not money has been sent. But they won't know if it was received into the right account.

[Deleted User]

MelMar999 said:

Advice much appreciated. I'm thinking I may just complain to the financial ombudsman. 

Good strategy if you want to wait longer for it to be resolved, as FOS won't look at it while Vanquis are still helping you sort it out.

born_again

MelMar999 said:

I had a Vanquis Card back in 2011, account was closed around 2012 I think.

3rd of December 2021 I received a letter stating I was charged for a product, which I should not have been charged for, and was due a refund of £66.11. A cheque would arrive within 28 days of the letter.

Roll on until April 2022, I had not received a cheque, so called Vanquis and they arranged over the phone for a bank transfer to be sent instead. This never arrived either, so I called again in mid June to raise this, and they didn't seem to know anything and said they would call me back.

Today 21st of July 2022, I called again and now my account doesn't exist. They say the account must have been removed as the balance was now £0. I have not received my refund though. I've raised a complaint and they want all my bank statements going back to April. I don't feel I should have to provide all this, however I will just to settle it. Surely they should know if money has been sent without checking my account?

Advice much appreciated. I'm thinking I may just complain to the financial ombudsman. 

Who sent the letter?

I guess they want the bank statements to prove the refund has not hit your account. As it may have been sent, but to a wrong account.

TBH. You do not send in the statements. They will just close the complaint down as resolved. As far as they go they have the details of the acc it was sent too & that is all that matters. FOS would just back them up at that point.

FOS will not get involved till at least 8 weeks after complaint is either resolved or deadlock letter sent. Even then it could be a long wait. But it will not cost you anything.