Main car dealer - deposit refund policy seems iffy

CharW

Small deposit paid by credit card to on a secure a used car from a main dealer, pending test drive.  Vechile was being moved from a different branch.  2 weeks later they still have no idea when the vehicle will be there and communication is poor.  I said to leave it and refund deposit, they explained their refund policy, which seems ridiculous so asked for it to be put in writing:-

As discussed on the phone yesterday we have a refund policy at (dealership name) which is following:

Stating your full name and why you wish to cancel then supply us with your Account number and Sort code you paid on and then I will print this off and give this to my manager which he then takes upstairs to our admin department which then will find its way to accounts team and they will refund you. But this can take up to 14 days

This seems bizarre that personal information being passed from department to department, plus the hoops to jump through when they took deposit from credit card in the showroom. Is this even legal? 

DE_612183

There is no data protection issue as long as the data stays in house and they delete it in line with their data retention policy - you could ask them for that.

Not sure if refunds have to be done in a "reasonable" time, but by the time you do anything about it ( small claims ) it'll be back in your bank account anyway.

born_again

CharW said:

Small deposit paid by credit card to on a secure a used car from a main dealer, pending test drive.  Vechile was being moved from a different branch.  2 weeks later they still have no idea when the vehicle will be there and communication is poor.  I said to leave it and refund deposit, they explained their refund policy, which seems ridiculous so asked for it to be put in writing:-

As discussed on the phone yesterday we have a refund policy at (dealership name) which is following:

Stating your full name and why you wish to cancel then supply us with your Account number and Sort code you paid on and then I will print this off and give this to my manager which he then takes upstairs to our admin department which then will find its way to accounts team and they will refund you. But this can take up to 14 days

This seems bizarre that personal information being passed from department to department, plus the hoops to jump through when they took deposit from credit card in the showroom. Is this even legal? 

They really should be refunding the same payment method. But that would require you to be present with card for refund.
So while they should not refund via another method (possible money laundering). It is their choice.

If you think about it. Most car sales place will use admin team rather than a sales person to refund a customer. As books need to be balanced.

Undervalued

CharW said:

Small deposit paid by credit card to on a secure a used car from a main dealer, pending test drive.  Vechile was being moved from a different branch.  2 weeks later they still have no idea when the vehicle will be there and communication is poor.  I said to leave it and refund deposit, they explained their refund policy, which seems ridiculous so asked for it to be put in writing:-

As discussed on the phone yesterday we have a refund policy at (dealership name) which is following:

Stating your full name and why you wish to cancel then supply us with your Account number and Sort code you paid on and then I will print this off and give this to my manager which he then takes upstairs to our admin department which then will find its way to accounts team and they will refund you. But this can take up to 14 days

This seems bizarre that personal information being passed from department to department, plus the hoops to jump through when they took deposit from credit card in the showroom. Is this even legal? 

In my opinion yes.

However, even if it isn't, there is no realistic legal remedy open to you that will get your money back any quicker. 

Veteransaver

This is quite common if somewhat annoying. I had exactly the same after paying a deposit when the dealer changed their mind and decided they wouldn't sell me the car and offered me a different (more expensive) one. I declined but they were most put out I demanded my deposit back.

CharW

Thanks all, I've spoken to the bank and they agreed, can't securely send credit card number by email (no account number/sort code attached to credit card account) that the dealer will have the details stored and should refund the card I paid with directly. I have sent this in email, with everything else they needed so hopefully they will sort it. 

MikeJXE

Not sure ordering a car from one dealer when the car is at another.

I had that situation when I bought my Jag that was 100 miles away 

After 6 days it hadn't arrived so I went inline and it was still for sale.

Rang the dealer asked if it was still for sale and was told yes,

I gave them a £100 holding deposit, travelled to the branch and brought it home the same day 

born_again

CharW said:

Thanks all, I've spoken to the bank and they agreed, can't securely send credit card number by email (no account number/sort code attached to credit card account) that the dealer will have the details stored and should refund the card I paid with directly. I have sent this in email, with everything else they needed so hopefully they will sort it. 

Did you pay deposit in person?
As in that case it won't be stored.