HSBC will not return my money

Dejyce

So, Here is the story:

I purchase an item from Amazon and click buy. I get a confirmation from amazon, however the date for delivery I now find is some 3 months away.
As this is far too long to wait, I immediately cancel the order.
I am told by HSBC that Amazon had put a reserve on the amount with my bank.

After consultation with HSBC they advise that I cannot get my money back and I should contact Amazon.

I then contact Amazon who confirm they received the cancellation and that due to the quickness of my cancellation they had not actually drawn the funds from my bank - so I should go back to HSBC.

Two or Three conversations later HSBC confirm that my money cannot be refunded and the reason is that Amazon still have a reserve on the funds.

I complain and HSBC have now written to me to advise "we are unable to obtain reimbursement from the bank of the retailer as recurring transaction was not changed prior to the next charge date"

They further state "If you wish to pursue the matter further you will need to seek independent advise"

I am now at a loss as to what to do. Amazon say they do not have my money, HSBC will not remove the reserve on the funds.

Bear in mind from purchase to cancellation was only a matter of minutes I am at a complete loss as to why HSBC refuse to help.

JGB1955

AIUI pending transactions may take up to 3 weeks to 'fall off' the account.  How long ago did your purchase/cancellation happen?

EDIT - there is a reference to recurring transactions - was your purchase a subscription?

Dejyce

Thank you for the reply,

So the purchase / cancellation was 15th April 2024 - in excess of the 3 weeks.

and No it was a single transaction for 1 item and non - recurring

Aylesbury_Duck

Isn't the money still in your account?  You mention a reserve, but also talk about getting your money back.  

What's the value involved?  If it's a case of the money being reserved, does it affect your bank balance to the extent it will cost you money, e.g. take you into overdraft?

Dejyce

Aylesbury_Duck said:

Isn't the money still in your account?  You mention a reserve, but also talk about getting your money back.  

What's the value involved?  If it's a case of the money being reserved, does it affect your bank balance to the extent it will cost you money, e.g. take you into overdraft?

My current balance shows a value that does not include the 'reserved amount'. My statement shows a minus for the value on 15/4/2024 but does not show it being credited back to this date. It is the case that the money is being reserved and therefore not accessible as overdraft would follow. The bank have not been able to advise when and if the reserve will be lifted, they explain nothing other than to say in a letter that they are "Unable to obtain reimbursement' and 'Sorry we could not be of more assistance'

photome

Dejyce said:

Aylesbury_Duck said:

Isn't the money still in your account?  You mention a reserve, but also talk about getting your money back.  

What's the value involved?  If it's a case of the money being reserved, does it affect your bank balance to the extent it will cost you money, e.g. take you into overdraft?

My current balance shows a value that does not include the 'reserved amount'. My statement shows a minus for the value on 15/4/2024 but does not show it being credited back to this date. It is the case that the money is being reserved and therefore not accessible as overdraft would follow. The bank have not been able to advise when and if the reserve will be lifted, they explain nothing other than to say in a letter that they are "Unable to obtain reimbursement' and 'Sorry we could not be of more assistance'

What is the value

born_again

A authorisation has a max timescale of 14 days. After that it automatically drops off.

As no money is actually taken, HSBC has nothing to refund you. So Amazon need to contact their merchant bank & get it removed. But it should no longer be there anyway.

The only way any refund would be due is if there is a debit for this transaction on your account. So showing on your statement.

Let me guess given the mention of - minus. Is this a credit card?

eskbanker

Dejyce said:

Aylesbury_Duck said:

Isn't the money still in your account?  You mention a reserve, but also talk about getting your money back.  

What's the value involved?  If it's a case of the money being reserved, does it affect your bank balance to the extent it will cost you money, e.g. take you into overdraft?

My current balance shows a value that does not include the 'reserved amount'. My statement shows a minus for the value on 15/4/2024 but does not show it being credited back to this date. It is the case that the money is being reserved and therefore not accessible as overdraft would follow. The bank have not been able to advise when and if the reserve will be lifted, they explain nothing other than to say in a letter that they are "Unable to obtain reimbursement' and 'Sorry we could not be of more assistance'

If your statement shows an actual transaction debiting your account (not just a pending one), then it's not a 'reservation', it's a payment!  If Amazon have taken payment and not refunded it, then they have the money and your beef is with them, not HSBC, so if they're denying this then you need to show them the information on your statement.