Refund after changing card

bouicca21

I paid a deposit for a holiday on my John Lewis credit card. The holiday was cancelled and the deposit apparently returned to that credit card.  BUT in the meantime John Lewis changed providers.  So the money was refunded to a closed account - and has not bounced back.

What do I do now.  Who should I contact?  How do I find out who the old provider is?  John Lewis only have contact details for the new provider on their website.  Who is responsible for me getting my money back?  The holiday company say not them …

MorningcoffeeIV

It was provided by HSBC. Details on any of the documents/statements etc.

Speak to them and they can track and allocate the payment.

born_again

There are a few other threads on the same issue. Might have contact details in them.👍

bouicca21

Thanks.  A search suggests I first contact HSBC.  As a large organisation I think my chances of contacting the right bit are slim, so straight to a formal complaint? And if no joy within a reasonable time scale (2 weeks? 3 weeks? Longer?) go to FOS?

daveyjp

If you haven't done so yet you should receive an email from HSBC advising they are now responsible for the old John Lewis credit cards.

"If your account balance is in credit, please phone us so that we can refund you and close your account.l

Contact number for queries is 03453003833

MorningcoffeeIV

bouicca21 said:

As a large organisation I think my chances of contacting the right bit are slim, so straight to a formal complaint? 

No 

Just call customer services and get it sorted.

No need to slow things down with a complaint.

bouicca21

Thanks for the advice and especially @daveyjp because that phone number was spot on.  So much to my surprise I got through to the right bit of HSBC and someone who understood the problem perfectly.  (This has not normally been my experience with big organisations, who tend to have either no phone numbers available at all or can’t deal with anything that takes them off script.  The saga I had with FedEx would have been comedy gold for a comedian, but was nothing but stress for me.)

Unfortunately the upshot is that I have to go back to the holiday company because, as I thought would be the case, the money would have bounced back to them automatically and they’ve probably just not looked hard enough.