Zable and missing refunds.

satanloans

Some weeks ago I had a refund back to my zable card but had paid off my card before it was known to be a refund. My card balance never went to a positive and I don't see any auto payment back to my bank or bank card I have been using to pay the zable card off. Worse, I also do not see the trasaction. out and back on my zable card. I then got really ill and was not in a good place to fight it. I have forgotten the details now.

And now it has happened again. This time for just over £25. And this time I know exactly what the details are. A purchase to a company via paypal. I got an email from paypal saying the company had refunded my order so I checked and they had. I kept an eye on the refund status and paypal have (via phone today) confirmed with a back up email to state the refund was fully processed back to the zable card. 

But the transaction out of the card has disappeared. I again paid the money back before the refund and therefore my card should be +25.18 but it remains on zero. 

Zable have already replied saying to check after 14 days with the merchant but the merchant status (paypal) isn't going to change : "so we did not take the money from your card, instead we gave it back and the money sits in your account" meaning the zable card. 

Zable owe me around £40 in total. 

I want to know why zable delete the transaction and the refund shows nowhere.
At least when the bank deletes a transaction, the money comes back. 

But no one should delete anything. What on earth !

satanloans

To add : I have just made a purchase for £18 and now my card says I owe them £18 so the refund hasn't been added and hidden or anything silly. it just doesn't exist. 

born_again

Are you sure the refund is not in your paypal account?
As you usually have to request a refund to be transferred from your PP account?

For the other payment, did that come via PP as well? If not go back to retailer who refunded & ask for the acquirer reference number (ARN) date & time of transaction. Pass that to Zable & they can trace it via the payment systems. 

satanloans

Yes, the refunds have not shown on my paypal balance. I have sent zable everything paypal have sent me. I await a response. 

satanloans

Ok I am getting seriously frustrated with this now. I am now trying to raise it as a complaint. 

I am 100% happy to pay my bills but I paid them and now refunds come back and they show nowhere. Their response is that the money never left the card which is as far as I can see, not true, regardless of ringfences of money that happen behind the scenes. 

I paid the bills before the refunds were made. So where are my refunds - is still an outstanding question. 

born_again

satanloans said:

Ok I am getting seriously frustrated with this now. I am now trying to raise it as a complaint. 

I am 100% happy to pay my bills but I paid them and now refunds come back and they show nowhere. Their response is that the money never left the card which is as far as I can see, not true, regardless of ringfences of money that happen behind the scenes. 

I paid the bills before the refunds were made. So where are my refunds - is still an outstanding question. 

So you can see a actual debit for the transaction on your statement?

No debit on a statement, means the money never debited you, thus no refund from the retailer required.

Jami74

If the payment was in a pending status then it wouldn't have been on the statement as needing paying. Then when PayPal 'refunded' it, that would have just cancelled out the pending payment rather than showing as money out and back in again.

You could go by through the statements adding up everything you spent and everything you paid to check the numbers match.

satanloans

Let me be extremely clear here 

Purchase made £25
Card total -£25 
Debt paid
Card Total £0.00
Refund notice received due to product not in stock.
Refund fully processed and chased up with confirmation and full details, transaction ids etc.
Card Total 2 weeks later still £0.00

Zable responses : different person responds every time with same generic response : money never left card.

Liar. 

card total as above showed £25
I paid it back
Then the refund happened
money never appears.

Jami74

Ah will if there was definitely no other spending on the card that your £25 payment might have gone towards then I believe the next step is to make an official complaint. I've never had to do one but from reading these forums I believe they have a set amount of time to respond and if they don't or you are not happy you can escalate further.

Edited to ask: Does the £25 that you paid the credit card show on the transaction list?

satanloans

No. Had an email today, finally from the same person who last spoke and they say a complaint has been set.

satanloans

That's it then, I have had enough. I have paid the outstanding amount in full and closed my account. 

Thanks moneysavingexpert. I trusted you ! Never again. 

Two transactions that show on paypal, my bank, my spending, do not show on zable account even though I paid the money back before the two refunds were made. 

MSE knows zable is bad.