Refunded to closed account

MattSouth

Advise please. I am experiencing issues with Ticketmaster, they owe me a refund payment (over £150, sent to a closed account in early Feb 23), but are stating this most go into the account associated with the original transaction. This account is now closed, and Ticketmaster will not pay the funds into my open account citing money laundering regulations.

The issue is the original transaction was using a NatWest debit card. I used the switching service to close my NatWest account and move to Lloyds in 2019. So, any redirecting of payments would no longer apply.

NatWest have provided me with an account closure statement confirming that the account was last active in early 2019 and was completely closed in 2019. (Which I have provided to Ticketmaster) NatWest have stated that they don’t think the payment went into a suspense account as this is very rear, and they cannot find the transition anywhere within NatWest systems. 

After weeks of claiming that NatWest do have the funds and that they WILL process the transaction, I have raised the matter as a complaint with Ticketmaster. I have to date had little success. They state their finance department has not received any returned funds, and that I will be contacted if the payment is returned to Ticketmaster.

Is there anything I can do to get them to pay the funds to me and not waste more of my time going round in circles? THANKS.

flo22

Are you sure the refund is not in your Lloyd's account? Redirection following a CASS is for 3 years and a month after the last Redirection (not the date of the switch).

MattSouth

Yes I’m certain 

WillPS

If you're quite sure Ticketmaster have not refunded you even though they have agreed to, it should be a pretty straight forward small claims court claim. Give them an opportunity to respond to your complaint and then start a claim.

km1500

Whereas a faster payment for example into a closed account are forwarded automatically, debit card refunds are not immediately forwarded by CASS (as you have just found out). They can take some time and may not even arrive at all.

MattSouth

I’m certain I have not received the payment, as the only payments into my account, are from my employers. - they have responded to my complaint, stating they have not had any returned funds. And that they will be in contact IF the funds are returned to them.

km1500

yes the funds are lost in the 'debit card refund to closed CASS switched account' system

MattSouth

Is there anything I can do to about the situation? 

km1500

once it hits you old account  CASS will.forward it so I would concentrate on badgering your old account, not the new one.

born_again

km1500 said:

once it hits you old account  CASS will.forward it so I would concentrate on badgering your old account, not the new one.

Does not always work for card payments. Some banks will other do not. As it is not part of the switch process.

MattSouth

the bank isn’t the issue, surely the responsibility should be on the company who owe the refund, and not on the banks? It’s ticketmaster who paid it into a closed account and ticketmaster that should resolve the issue? I guess my question is what can I do about ticketmaster?