Credit account commandeers cash refund

[Deleted User]

I have a credit account with Very/Shop Direct. 

I had approximately £820 balance of credit purchases. 

I bought a large item for £600, which I paid in full (not on credit). 

Returned the item as it was faulty. 

Faulty returned accepted and I’m told a cheque will be sent for the refund. 

No cheque arrived. 

I queried this and Very have applied the refund to my credit account, and lowered my credit limit to only marginally above what the new balance is! 

My credit account now has a balance of £220 and a £250 limit, due to Very applying - commandeering my refund - to pay off my account then as far as I can see, tactically lowering my credit limit so this can’t be reversed (they said they can’t deliberately put me over my limit by now issuing the cheque, which will remove the refund credit from my account taking the balance back up to £850 with a credit limit of only £250. 

Advice please? 

They’re desperately inept and patronising on the telephone and can’t understand that they can’t choose how to spend my refund… 

The purchases on credit are entirely separate to the item bought and paid for in full, for which I am entitled to a full refund.. 

I can understand if I returned an item bought on credit, that the refund will be applied to a credit account, but this is a separate purchase not bought on credit. 

It seems like they’ve just helped themselves to my refund and paid off my account of their own accord, and deliberately lowered my credit limit to make it irreversible. 

I will also note that my account was up to date etc no late payments or arrears.. either way I find it unbelievable that my cash refund is spent however they choose, and underhandedly done so it’s irreversible 

JCS1

Try right of offset, it may be in the terms and conditions.

cymruchris

Did you originally purchase it on a debit or credit card by entering those details into the website and making the payment?

Or did you use the Very Account system - but pay for it in full straight away so as there was no interest?

If you used a debit or credit card - that's where the money should go back - but if you bought it using the Very Credit Account and paid for it almost immediately to take the balance to zero - that's where the money will go back.

Nofinway

JCS1 said:

Try right of offset, it may be in the terms and conditions.

This - everything else is irrelevant. Strictly speaking it doesn't even need to be in the terms and conditions as it's a common law