Ryanair refund to a closed account

anniebea

My nephew had a voucher during Covid for a flight that he wasn't able to take - Ryanair agreed to refund it instead, however his account (with nationwide) where the payment was originally made from had been closed. 

He was advised by phone by Ryanair that as he had an account with the same bank it would automatically be processed to the new account. He believed them. This did not happen and the refund did not appear in his account and now he is getting nowhere in trying to track where the refund is

This has been going on for about a year now. Ryanair asked him to contact his bank but his bank say they can help him. The money is sitting in some suspense account somewhere but finding out where is proving impossible. Any ideas how this can be resolved and who should be responsible for tracking it down.

Thanks
Anne

km1500

if the account was switched it would be forwarded to the new account automatically

if the account was closed and the account number not re-assigned to someone else then it would bounce back to Ryanair.

anniebea

km1500 said:

if the account was switched it would be forwarded to the new account automatically

if the account was closed and the account number not re-assigned to someone else then it would bounce back to Ryanair.

The account wasn't switched and Ryanair are being useless 

born_again

Get Ryanair to supply the ARN (Acquirer Reference Number) date, time & amount of the transaction & give that to Nationwide to run a trace on their systems.
Might have to get passed front line staff to someone who will have access to Visa/Mastercard system to trace. But they will then bee able to see if it was bounced back, or is sat in one of their internal accounts.

penners324

Get him to write ro Ryanair threatening legal action if they don't pay within 7 days

anniebea

penners324 said:

Get him to write ro Ryanair threatening legal action if they don't pay within 7 days

That looks like the next step - from what I have seen online it is impossible to communicate with Ryanair Customer service - they don't respond to email

anniebea

Any idea of how you can communicate with Ryanair  - I need to send a formal letter but cant seem to find nay address for submitting any formal documents