Refund to old account

pinkerton_angel

Hi, I appreciate there may be little I can do here but open to suggestions.
i purchased a label printer from an American company (they have a UK presence) and paid £159 for it (bought lots of other peripheral bits with it too). It didn’t work to start with so I contacted them and managed to get something printed, then I didn’t use it for quite some time. I paused my business due to a family bereavement and only picked it back up recently. I tried to use the printer and it just doesn’t work. Was taking about 20-30 labels just to get one usable one. I contacted them and tried everything they suggested to fix it, nothing worked. They said I was out of my warranty period but they’d give me a discount on a new one (which wasn’t a huge amount and I’d lost faith in their products). I persevered and kept trying to make it work until one day it sparked when I turned it on. I contacted them again and said it was obviously faulty. They agreed they would refund me for the printer only (not the other stuff), fine that was all I wanted anyway. They apparently refunded me to the card I’d paid with, which wasn’t an old account I’d since switched away from. 

I contacted both old and new banks and they said they’d not had the money and it would have been returned to the company. Company are point blank refusing to do anything else to rectify this and just say they have sent the refund. 

Other than posting all over their socials and email spamming them, is there anywhere I can go with this?
I’ve since bought a new one off Temu and it works perfectly everytime which makes it even more frustrating. 

eskbanker

pinkerton_angel said:

They apparently refunded me to the card I’d paid with, which wasn’t an old account I’d since switched away from.

Presumably 'was', not 'wasn't'?  And is this a debit card, associated with a current account switched via CASS, or a credit card?

pinkerton_angel said:

I contacted both old and new banks and they said they’d not had the money and it would have been returned to the company. Company are point blank refusing to do anything else to rectify this and just say they have sent the refund. 

Other than posting all over their socials and email spamming them, is there anywhere I can go with this?

The banks won't be able to do anything so you'll be dependent on getting the merchant to cooperate - theoretically you could go legal if it's a UK subsidiary rather than the US entity?

Actually, on reflection, you might be able to initiate a chargeback via the bank, on the basis of 'refund not received' - this would need to be the new bank rather than the old one, assuming CASS switch, and requires various key details about the transaction, which may still need input from the merchant....

born_again

If they refunded to your old card.
Get the company to provide the acquirer reference number, date, & amount (guessing USD) & card number used to refund you.
Then pass that to your old banks to check their internal accounts.
As depending on how long ago the switch was it may not have been picked up by the cass system (which is not very good when old card details are used)

pinkerton_angel

eskbanker said:

pinkerton_angel said:

They apparently refunded me to the card I’d paid with, which wasn’t an old account I’d since switched away from.

Presumably 'was', not 'wasn't'?  And is this a debit card, associated with a current account switched via CASS, or a credit card?

pinkerton_angel said:

I contacted both old and new banks and they said they’d not had the money and it would have been returned to the company. Company are point blank refusing to do anything else to rectify this and just say they have sent the refund. 

Other than posting all over their socials and email spamming them, is there anywhere I can go with this?

The banks won't be able to do anything so you'll be dependent on getting the merchant to cooperate - theoretically you could go legal if it's a UK subsidiary rather than the US entity?

Actually, on reflection, you might be able to initiate a chargeback via the bank, on the basis of 'refund not received' - this would need to be the new bank rather than the old one, assuming CASS switch, and requires various key details about the transaction, which may still need input from the merchant....

Yes sorry was an old account.
I would think it's too long ago for the bank to do a chargeback. Also to confuse matters, I'm about to switch away again from that bank.

pinkerton_angel

born_again said:

If they refunded to your old card.
Get the company to provide the acquirer reference number, date, & amount (guessing USD) & card number used to refund you.
Then pass that to your old banks to check their internal accounts.
As depending on how long ago the switch was it may not have been picked up by the cass system (which is not very good when old card details are used)

Thank you, I'll ask them for this. I fear they are probably just ignoring me now.