Skiddle refund to ex-JL card

YummyPancake

So John Lewis credit card was changed last year (?) from HSBC to Barclay (?).  Skiddle refunded £160 to me a cancelled event to the old JL card.  Needless to say, I have not received it. 

HSBC said they haven’t received as the account is closed and the payment would have been rejected.  

Skiddle said they hadn’t received the rejection of refund.  They gave me ab arn number (transaction number) to pass onto HSBC but HSBC confirmed they cannot check and that given account is closed it would definitely be rejected.

any advice would be much appreciated.  
Thank you

lr1277

There are some contact details in this thread that might be helpful to you:

https://forums.moneysavingexpert.com/discussion/6448185/john-lewis-change-again/p1

WillPS

YummyPancake said:

So John Lewis credit card was changed last year (?) from HSBC to Barclay (?).  Skiddle refunded £160 to me a cancelled event to the old JL card.  Needless to say, I have not received it. 

HSBC said they haven’t received as the account is closed and the payment would have been rejected.  

Skiddle said they hadn’t received the rejection of refund.  They gave me ab arn number (transaction number) to pass onto HSBC but HSBC confirmed they cannot check and that given account is closed it would definitely be rejected.

any advice would be much appreciated.  
Thank you

It didn't change. The license with JLFS (a subsidiary of HSBC) was terminated and a new one with NewDay (not Barclays) started.

All JLFS cars were closed and HSBC later closed the subsidiary and moved the agreements over to HSBC UK.

Closure of any credit card does not immediately stop the account from being able to receive refunds, although it's not very clear at what point this genuinely does become impossible. It sounds like the retailer are adament

My next step would be to open a complaint with HSBC UK. Provide all the information you can do, including your account number, the date of the orginal transaction and any references the retailer have given you.

Ask for an additional sum to reflect the amount of effort you've had to put in to this.

By the way - you are no alone with this: https://www.theguardian.com/money/2023/may/18/i-cant-get-my-refund-as-john-lewis-mastercard-is-now-defunct

emperormessia

It think you mean From HSBC to NewDay not Barclays 

YummyPancake

Yes NewDay!  Thank you.  At the time of writing, I thought it was Barclays.

I still have a JLP credit card.  Might it worth me asking JL to follow up for me?

WillPS

YummyPancake said:

Yes NewDay!  Thank you.  At the time of writing, I thought it was Barclays.

I still have a JLP credit card.  Might it worth me asking JL to follow up for me?

No point in that at all I'm afraid. Your agreement was with John Lewis Financial Services (a trading name of HSBC) who have transferred you to HSBC UK.

Your new card with NewDay, branding aside, is nothing to do with your previous card issued by JLFS.

Your complaint is with HSBC UK.

YummyPancake

Update, no further forward.  I still haven't got my money back!! 

-HSCB issued a letter to say my account was closed, zero funds.
-JLP filed a complain with JLP and they phoned to say there is nothing they could do and issued a letter to say this complain is resolved.  However, within their letter, there is the FOC details.

I called HSBC to say I would like to file a complain so I can take it to the FOC, they said they would send a request to JLP for them to look into it, because I am no longer with HSBC and that is their procedure.  They would not file a complain for me against HSBC.    

I will wait for another 7 working days for JLP to reply.  My guess is 'there is nothing I can do' - lets see if I am right!

This is so, so exhausting...