Missing refund

Ncarbutt

Hi apologies if I've posted in the wrong category and I'll try and explain as best I can. I originally made a purchase through a company called Ticket Quarter in July last year. I used Klarna pay in 3 temporary card. The event I had booked was cancelled in January so I was due a refund. Ticket Quarter contacted me asking if I could ring and provide new card details as the temporary Klarna card I used had expired. I rang and gave my debit card details on the 22nd January and they said it would be processed within 3-5 working days. I still hadn't received it after this time so contacted them again and they said to give it at least 10 working days,which I did. I contacted them yet again after still not receiving it and they are not being much help. It's been going back and forth for a few weeks now and I still have no resolution. They provided me with the global payment log and ARN to give to my bank but my bank are unable to find the payment. My bank have said it's down to their side to be tracing the payment. Now Ticket Quarter are saying that they are not willing to help anymore as they paid the refund and it's my banks fault I've not had it. Can they really wash their hands of this? I'm at my wits end and I don't know where to turn next. I'm owed nearly £400 and it looks like I'm not going to get it back through no fault of my own. Most of the money is my daughter's and I feel awful, she is so upset and I'm struggling to eat and sleep. I'm going to cash in some shares I was saving to pay her her money bank. I certainly won't be using Klarna in this way again either, it's not their fault but obviously the temporary card causes issues 

born_again

I would go back to bank with ARN, date & time & amount of transaction (might not be same as charged, as often booking fee not refunded) for them to check again. There will only be a small team that have access to that system & info.
So could just have been someone who did not have access simply checking normal systems & not seeing it.

But if it was to a live card, a refund does not require any authorisation from bank. So do double check card details given & what retailer has listed. So there would be no reason other than wrong details for it not to appear in your account.

Ncarbutt

Thanks for your reply. I have told the bank I want it looked into further and they have taken all the details of the transaction. I did already double check the card details and everything is correct. I just don't understand what's happened.