Flixbus gave me a refund but their bank charged me the CHAPS fee

bigredtruck

Hello,

I was due a refund from flixbus for £101.15.

When i checked my bank account it said I'd be refunded £86.15.

I emailed flixbus who said they had sent the full amount and my bank must have charged me £15 to receive the CHAPs payment.

I checked with my bank (smile/coop bank) and they said they don't charge to receive CHAPS and they could see that the fee had been charged by flixbus bank, HSBC.

I emailed this to flixbus saying it was their bank and it seemed unfair that they passed on the bank charge to the customer.

Flixbus replied yet again that it was my bank who had charged the fee and that I had to take it up with them.

After a back and forth, flixbus then closed the case and i'm not sure how to proceed.

Any advice much appreciated!

TrickyDicky101

When they pay the cash using CHAPS they have the option on the fees for them to pay, you to pay or the fees to be shared (ie split between you).  It looks to me like like they've selected Shared (£15 doesn't look like the full fee to me).  This is definitely an issue for Flixbus to resolve (it isn't their bank's fault) and looks like they've washed their hands of you.  You could maybe try social  media to see if you get a different outcome.