How can I get a refund from Just Eat - I've tried everything so far

Milly333

I ordered a food delivery last Friday 26 September. They charged my card £55.30 and after about 20 minutes cancelled the order. I assumed I would be refunded and today, 1 October, went on the app to see when that would happen. Just Eat Chat app says I haven't been charged so there's no refund due. I can't find a telephone number or email method of contact to speak to anyone about this. In the end I sent a message to their facebook page. They said I haven't been charged, I sent a photo of my bank statement showing the charge and it's not in pending it's been charged. I asked for a refund and all I get is them saying, don't worry you haven't been charged. I'm beyond frustrated, I'm a full time carer to a disabled husband, I don't drive and so I had been relying on a delivery which i never had and I can't afford to just write it off to experience. I'm so angry today, 3 hours spent trying to explain to them and no phone number or complaints process I can use just a chat bot 

Aylesbury_Duck

Give your bank a call.  The first thing is to confirm your understanding that it's definitely been taken rather than funds on hold or pending.  Secondly, if you're correct and it has been taken, the bank can advise on a chargeback which sounds like it's appropriate in this situation.

marcia_

 When i have had similar issues i emailed info@just-eat.co.uk and received a reply. Email including your bank statement screen shots. It took us about 5 days to get a refund. 

p00hsticks

How did you pay ?
If you used a debit card, put in a chargeback with your bank saying that the order was never delivered. 

born_again

Don't forget you have to wait 15 days for Visa & 30 Days Mastercard after debit date before starting the chargeback. 
They can be done sooner in cases like this, but requires proof of when it was due & the time taken to get on system, can mean it's easier to wait.

Milly333

Marcia, I had tried that, the email address no longer exists as a managed email. I messaged via facebook but they kept telling me the amount hadn't been taken or that it was in pending. It had been taken and it wasn't in pending. Yes, thank you for the information I contacted the bank and requested a charge back. They have repaid the balance to my account but told me that it's pending investigation. I'm not sure how I can prove I didn't have something though Just Eat have told me that the order was cancelled and I hadn't been charged so I have those conversations in my messenger. I'm tired now of talking to Bots and so many organisations now don't let you contact them by phone or email and it's just a bot that can only follow prescribed questions. I even got a bot at first contacting the bank and had to wait an hour to speak to a real person. I suppose with more AI this will become the norm and when you have an issue it will be going around in circles with the same script that doesn't answer the problem.