Struggling to obtain a refund for online order - bank kicked out the claim - Help!

devildolly

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

powerful_Rogue

devildolly said:

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

Letter before action then onto Small Claims Court.

born_again

devildolly said:

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

So given it was via Klarna checkout, was it paid in instalments?
If you so. You need to take it up with Klarna.

For a chargeback for no refund. You need, date of refund, amount & last 4 of card. But it also has to be a card payment, which I have a funny feeling this is not given the mention of Klarna.

devildolly

born_again said:

devildolly said:

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

So given it was via Klarna checkout, was it paid in instalments?
If you so. You need to take it up with Klarna.

For a chargeback for no refund. You need, date of refund, amount & last 4 of card. But it also has to be a card payment, which I have a funny feeling this is not given the mention of Klarna.

Thanks, no not in instalments, it was just the checkout method used (not klarna payment which is the pay in 3 type method). I paid using my debit card in one go. The payment on my bank statement is klarna*the company. 

The company are refusing to give a document with my card details on, they just repeat that the refund has been processed (and why I suspect the bank has kicked this back). So frustrating. Will the lack of this document prevent other options being pursued (CAB, small claims court etc.)?

devildolly

Should I contact klarna to investigate?

born_again

devildolly said:

born_again said:

devildolly said:

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

So given it was via Klarna checkout, was it paid in instalments?
If you so. You need to take it up with Klarna.

For a chargeback for no refund. You need, date of refund, amount & last 4 of card. But it also has to be a card payment, which I have a funny feeling this is not given the mention of Klarna.

Thanks, no not in instalments, it was just the checkout method used (not klarna payment which is the pay in 3 type method). I paid using my debit card in one go. The payment on my bank statement is klarna*the company. 

The company are refusing to give a document with my card details on, they just repeat that the refund has been processed (and why I suspect the bank has kicked this back). So frustrating. Will the lack of this document prevent other options being pursued (CAB, small claims court etc.)?

In that case ask retailer for the (ARN) acquirer reference number. That is a unique number for the transaction. Pass that to your bank & they can then trace the payment.
Just get the date & time of it as well. Helps to find it 👍

If they can not provide it, then they have not made the payment.

You could also try emailing them with this.

Please confirm that you have refunded £££ on Date to card end.

That can then be used by bank, if they respond. 

jon81uk

devildolly said:

born_again said:

devildolly said:

I bought a bed online from a company on the 15th Jan using my debit card. Lead time was 6-8 weeks. At the end of the 8 weeks (15th march) the company contacted me to say they couldn't fulfil the order. They offered to order a different bed for me or a full refund. I opted for a refund.

They stated it would take 10-15 working days to process the refund and a further 10-15 days for my bank to process the money. 

I contacted them 11th April to check they have processed the refund. They said it was processed on the 12th April (20 working days later) (but my bank has confirmed nothing is pending). 

I then started a dispute with my bank to get the refund, providing all the documents I had but they have closed my case saying they cant see how the company have breached their contract. One document needed was a refund note with my card number on but the company have refused to provide this to me (paid through Klarna checkout, my card number was not on the order note or receipt).

I have contacted the company numerous times since but they are not replying. I checked on the company afterwards (I did check at the time but didn't look at that many reviews) and there were quite a few similar cases of the company holding on to peoples money following refunds, some for over a year! 

What are my options now going forward? 

So given it was via Klarna checkout, was it paid in instalments?
If you so. You need to take it up with Klarna.

For a chargeback for no refund. You need, date of refund, amount & last 4 of card. But it also has to be a card payment, which I have a funny feeling this is not given the mention of Klarna.

Thanks, no not in instalments, it was just the checkout method used (not klarna payment which is the pay in 3 type method). I paid using my debit card in one go. The payment on my bank statement is klarna*the company. 

The company are refusing to give a document with my card details on, they just repeat that the refund has been processed (and why I suspect the bank has kicked this back). So frustrating. Will the lack of this document prevent other options being pursued (CAB, small claims court etc.)?

So that sounds a bit like when people pay via PayPal, which often causes issues as the debit card payment doesn't go directly to the retailer. Might be worth contacting Klarna to see if they can asisst with locating the refund.

devildolly

Thanks all. Based on other reviews, I have a horrible feeling I wont see this money again unless the bank/Klarna can help. 

powerful_Rogue

devildolly said:

Thanks all. Based on other reviews, I have a horrible feeling I wont see this money again unless the bank/Klarna can help. 

See post #2.

Olinda99

If you are within 120 days you could do a chargeback for non-receipt of goods. The Klarna reference is a red herring they are just the payment processor.

If the back won't do a chargeback raise a complain with them.

devildolly

Olinda99 said:

If you are within 120 days you could do a chargeback for non-receipt of goods. The Klarna reference is a red herring they are just the payment processor.

If the back won't do a chargeback raise a complain with them.

Agree, but because my card details are not on the refund note (just says klarna) the bank have refused my chargeback claim. I will take it up with the bank again.