Barclaycard Refund missing

Dontpanic86

Hi there,

I was issued a refund for a purchase but it coincided with my card being cancelled and changed due to fraud. The merchant has insisted the refund has been sent and successful and has provided a refund letter and ARN. Barclaycard are saying there is nothing they can do- the merchant needs to recall the payment - is this correct?? I don't understand why barclaycard don't use the ARN to find the payment?? What are my option here please? Many thanks for the help

born_again

No.
Payment goes to the old card. They just need the team (fraud or disputes) that deals with this to transfer it over to the new card.
Retailer can't recall payment once sent on a card payment. Sounds like some muppet thinks you are talking about a banking payment.

I would remind Barclays that due AML regs, that retailer has to refund back to the old card details. Should focus their mind.

If they still say no, Complaint time.

Hoenir

What timescale are we talking about? Barclaycard will be handling thousands of transaction a day. Be in a queue waiting to be manually processed transaction by transaction. You won't receive preferential treatment as it's not a productive use of time. Is busier time for school holidays so staffing levels maybe reduced. 

arthurfowler

I had something similar to this a while back. Retailer insisted they refunded me and was going back and forth for a week. 

Only for someone who knows what they are talking about to find the payment had been refunded but to the old card. And they just moved it back over. 

The issue is that you are speaking to incompetent people a lot of the time, from overseas, with little training or understanding past the basics. 

Good luck. Insist that you speak to someone from the UK (not sure they still do that anymore). 

Dontpanic86

Hi thanks for the feedback. not expecting preferential treatment but the refund was sent on 9th July and still no resolution. The merchant has provided an ARN number and contacted mastercard on my behalf, who have confirmed it has been successful. They have also cross referenced the card details and it's all correct. Barclays are still insisting that they have no had the refund, that they cannot trace it with the ARN (they won't try) and that the merchant has made an error. I will escalte to the financial ombudsman but first reiterate that it was sent to the old card! 

born_again

Dontpanic86 said:

Hi thanks for the feedback. not expecting preferential treatment but the refund was sent on 9th July and still no resolution. The merchant has provided an ARN number and contacted mastercard on my behalf, who have confirmed it has been successful. They have also cross referenced the card details and it's all correct. Barclays are still insisting that they have no had the refund, that they cannot trace it with the ARN (they won't try) and that the merchant has made an error. I will escalte to the financial ombudsman but first reiterate that it was sent to the old card! 

Front line staff will not have a clue about ARN or system where credits go on stopped cards. Would need passing to fraud or dispute team to sort out, who will be well used to the systems involved.
You will have to go through Barclaycard complaint process before going to FOS.

Dontpanic86

Yeah I've already spoken to complaints team and they've sent me a deadlock letter saying it's merchant's fault. So I've just escalated it to ombudsman...