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Consumer rights refund from easyJet

wezwithaz Forumite Posts: 3
First Post
Hi this is a long one but I will keep it as brief easyJet agreed to refunding my holiday In full after they could not provide flights It was agreed verbally that I could have a full refund(which is undisputed) I was advised it goes back into the original payment method. Since booking the holiday I changed my current account not using a switch as it was a good chance for a fresh start so I advised the person on the phone that the card was no longer open and to use the Mastercard they have on file which they did with a refund of £386 but after 9 phone calls to them and 5 to hsbc I am still being pushed from pillar to post easyJet say hsbc have it and hsbc have confirmed they don’t have it, customer services is not helpful on either side both blaiming each other, my logical brain says to me that hsbc would have bounced the payment back as the account was closed in June but the refund was issued in August easyJet have provided transaction letters but the bank advised me yesterday they don’t use them the payment was bounced, my complaint is not escalated to a team I cannot speak to and no one wants to help me. Any ideas of what to do now you clever people?


  • wezwithaz
    wezwithaz Forumite Posts: 3
    First Post
    Just to also clarify I’m waiting on a refund of £720 in three instalments but having now spent so many hours on the phone I’m lost as to where to turn do they have an ombudsman that would help I know easyJet use aviationadr for their flights does this work for the package holidays too?
  • born_again
    born_again Forumite Posts: 11,702
    10,000 Posts Fourth Anniversary Name Dropper
    Get EasyJet to give you the ARN (acquirer reference number) date & time & amount of the refund & pass this to the bank. They can then find the transaction on their system (sat in internal account along with thousands of other transactions), or if it was bounced back to Easyjet. Who will then have to find it in one of their internal accounts.
    Life in the slow lane
  • wezwithaz
    wezwithaz Forumite Posts: 3
    First Post
    Legend I will request it now from
    easyJet just seem to be going round in circles
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