HUMAX refund problem.

anotherbob

I returned a Humax Freeview PVR for a refund. It was collected by DPD on 5th. September and I'm still waiting for my refund. I've had a series of email apologies from Customer support the most recent of which is as follows...

There seems to be an issue when it comes to the refunds it's not just you. I have escalated your issue to the managers and we will look into it. We will try to sort it out as fast as possible and send you the money back.
I must apologize for the inconvinience this caused you. 

That was on the 18th. I tried calling the support phone number and got a similar story from them. Can anyone suggest a way of expediting this?

PHK

Who did you buy it from? 
Were you returning it as faulty or change of mind?

anotherbob

Bought refurb from Humaxdirect. Changed my mind after trying it.

PHK

Did you return saying you were cancelling under the consumer rights act? If so they have 14 days from the date they receive the box to refund themoney. That's process a refund, your bank/card company might take a few days on top of that. If that's the case then you need to contact them again saying that they have breached your rights and must return the money straight away. If they don't then you can send them a letter before action. Citizens Advice will help you with that.

If you just returned it under their returns policy. Then you can only lodge a complaint giving them, say, seven days to refund. If they don't then send them a letter before action as above.

It would be a good idea to check what the problem is first of all. If they've processed the refund but it's not showing in your bank/card then it's your bank that needs to be chased. (eg There was a Natwest issue this week, now resolved)

anotherbob

Thanks for your advice.