I have been debited twice but it’s impossible to get my money back

20 Posts

Sorry for the long post. I recently went to the post office and paid £42.80, placed my debit card in paid and it was “accepted” on the machine but no receipt printed off and the gent behind the counter said it had been rejected, placed my card in again and it worked and the receipt printed off. Upon looking at my banking app that night it showed -42.80 twice with a clock symbol to say the transactions were being processed. On Sunday I contacted the bank through my chat function ( I bank with Virgin) and they told me that it had definitely been “debited” twice and that the Post Office had taken payment twice and to let them know about it.
I’ve been down to the Post office this morning, shown them conversations I had with the bank, shown them my banking app to say it’s -£42.80 twice. He rang someone up and the lady on the phone says that as long as the initial rejected transaction said £0 on the receipt then it was a banking issue. The gent showed me the initial receipt that he luckily kept ( I have the receipt showing the transaction that went through) and it did say on the receipt that the transaction was rejected and I should be refunded automatically, if not they said it was definitely a banking issue and nothing to do with them.
I’ve been down to the Post office this morning, shown them conversations I had with the bank, shown them my banking app to say it’s -£42.80 twice. He rang someone up and the lady on the phone says that as long as the initial rejected transaction said £0 on the receipt then it was a banking issue. The gent showed me the initial receipt that he luckily kept ( I have the receipt showing the transaction that went through) and it did say on the receipt that the transaction was rejected and I should be refunded automatically, if not they said it was definitely a banking issue and nothing to do with them.
I then got home to contact my bank m told them what the post office said and they point blank told me “ we cannot refund “cleared” payments, the post office has definitely taken it twice , we can see they have taken it twice on our end and that it is their issue and they should be refunding you the payment”
I am just being passed around between the post office and the bank and neither seem to take any responsibility with this , I know if I go back to the post office they will probably refuse to give me the money and ask me to contact my bank and the bank will tell me t9 contact the post office, I’m in a loop. Any suggestions helpful as in times like this losing £42.80 is a lot of money
I am just being passed around between the post office and the bank and neither seem to take any responsibility with this , I know if I go back to the post office they will probably refuse to give me the money and ask me to contact my bank and the bank will tell me t9 contact the post office, I’m in a loop. Any suggestions helpful as in times like this losing £42.80 is a lot of money
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I think I would be doing a chargeback with the bank.
a copy of the receipt (of phone photo) would be really useful
get it quick before it’s gone
It's possible that your Virgin account (might not be RBS?) will need a copy of the rejected transaction slip in order to get things processed. Otherwise the post office needs to refund you.
2023 £1 a day £54.26/365
Escalate your request for a refund from post office counters, to a complaint, best done in writing.
Enclose copies of your evidence that payment was taken twice.
Don`t attempt to deal with it at grass roots level, as they will just go on assumptions instead of policy.
Make sure to let them know you are being passed around from pillar to post, so you expect them to deal with this.
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More than a third of IVA`s fail....fact.
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And the earlier poster claimed Virgin Miney is part of RBS. No it isn't.