Bank can’t find refund

Jordec

I’m stuck! Our bank account was plundered by PayPal at the end of August, using an automatic payment that was not authorised. The bank saw it was fraud and gave us the first £7000 back, then PayPal refunded the other £3500, but the final £87.90 has still not been refunded (this was the initial purchase that the fraudsters used to set up the PayPal fraud). PayPal assures us that they have refunded it and even provided a transaction ID, but the bank says they don’t have it! The card PayPal used initially was cancelled and replaced with another card, using the same bank account. The bank said the refund would go straight into that, but it is lost! I contacted the bank on the 13th Oct and told them the refund date was 30/9, amount, sender etc and the person on the chat said they could see the refund, dated 26/9 (which is the correct date according to PayPal), but it wasn’t in the account, so they would sort it. I contacted them again last night and they said the other person made a mistake and that it hasn’t been refunded. They just keep telling me it hasn’t been refunded and to contact PayPal. I’m pulling my hair out here, as PayPal say it’s been refunded, the bank says it hasn’t. How do I proceed?

friolento

It's probably best to raise a formal complaint with the bank.

born_again

I'm confused by mention of transaction ID & card.
Card would be a ARN (Acquirer Reference Number) unique to each card transaction.
Transaction ID is used for faster payments.

If it has not bounced back to pay pal, then it should be sat in a internal suspense account.

Jordec

Thanks both. A formal complaint has been raised, so I’ll see what comes from that.
The transaction ID was from PayPal. It should have just been a basic refund back to debit card. The card is the card that was attached to my PayPal account, which is how they took money from my account. Because PayPal had taken the money without me authorising it, the card had to be cancelled, but the account was the same, so it should still have landed in the account. I don’t know what else I can do, as both parties say it’s not with them.