Emma mattress - no refund!

Lisipisi

We returned an Emma mattress within the 200-day trial period, as the mattress became saggy.  All went fine until we came to the refund.  My credit card on which I had purchased the item had been discontinued as the provider changed their bank.  So I asked Emma to refund the money to my debit card instead.  3 weeks later no refund. Despite many emails and phone calls Emma sent us a "final proof" of their transaction (which does not contain any details of which bank account the refund went to) with an ARN number.  I have been in touch with my bank and also with the provider of the old credit card - no trace of a refund on either. Emma have now stopped communication with me. Could anyone advise please if I have rights under Section 75, even though I asked for the refund to be sent to my debit card account? Any other ideas of what I could do? Thank you for your consideration.

pinkshoes

You need to take it up with your credit card provider if Emma say they have refunded.

They are under bo obligation to refund to a different card.

born_again

ARN provides a reference in the numbers 5-11 to which bank it has gone to. So you bank will be able to tell where it went. 
Although you will need to get passed the front line call center to find someone that has access to the system to check.

I think you will find that given they have provided proof of refund, that CC will reject S75 on the basis it has been refunded.