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  • FIRST POST
    • Taucher
    • By Taucher 26th Oct 18, 10:46 AM
    • 44Posts
    • 20Thanks
    Taucher
    My refund has gone missing...
    • #1
    • 26th Oct 18, 10:46 AM
    My refund has gone missing... 26th Oct 18 at 10:46 AM
    I bought a phone from an Internet phone seller. I paid the upfront amount using my debit card linked to my current account. I cancelled the new phone and sent it back. The phone company said they received the unopened phone and issued a refund.

    They issued the refund by paying it back to the card I paid them on (ie the debit card linked to my current account).

    However, the phone company says my refund should be in my account but it isn't. My bank are saying they havent received anything and nothing is pending.

    The phone company are 'looking into it' - anyone got any ideas where it might have gone?
    Januray 2015
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Page 1
    • Exodi
    • By Exodi 26th Oct 18, 11:17 AM
    • 45 Posts
    • 39 Thanks
    Exodi
    • #2
    • 26th Oct 18, 11:17 AM
    • #2
    • 26th Oct 18, 11:17 AM
    Firstly, you're in a great position. Keep all the details of the phone company accepting they have received your phone and issued a refund, you may need these should things go south. Secondly, withdrawals to banks aren't instant and depending on the method used, very commonly take 3-5 working days to receive, this is on top of however long it's taken them to process it - I'd wait for this window to pass just to make sure you definitely haven't received it and then call the phone company (record the call, you don't need to tell them) and ask why you have yet to receive a refund. If they are not able to provide a suitable answer, as you've paid using a debit card, you can chargeback the full amount through your bank. This does require that you've tried to resolve with the retailer first which is why we'll do it in this order, they may also require the evidence you've got as they'll likely see it as an attempt of fraud.

    You will almost certainly get your money back, whilst the retailer is playing ball you should try and resolve it with them. It's also likely they have given you a refund but you just haven't received it yet.
    Last edited by Exodi; 26-10-2018 at 11:20 AM.
    • eskbanker
    • By eskbanker 26th Oct 18, 11:19 AM
    • 8,402 Posts
    • 9,507 Thanks
    eskbanker
    • #3
    • 26th Oct 18, 11:19 AM
    • #3
    • 26th Oct 18, 11:19 AM
    My money would be on the phone company taking their time to issue the refund rather than it physically going astray somewhere - what do their Ts & Cs (or agents) say about how long it takes to process a refund?

    If they're adamant that they've definitely put it through then push them for proof that you can take to your bank....

    Is the "Internet phone seller" a genuine reputable outfit and have you searched for other customers experiencing similar issues?
    • Taucher
    • By Taucher 26th Oct 18, 1:12 PM
    • 44 Posts
    • 20 Thanks
    Taucher
    • #4
    • 26th Oct 18, 1:12 PM
    • #4
    • 26th Oct 18, 1:12 PM
    Exodi - The refund was issued on the 17th October (last Wednesday) and the seller told me over the phone that it should have appeared in my account by now as it is well outside the maximum time limit for refund payments. Yes they said 3 - working days and today is 2 days over the 5 days...

    But good advice, I will record the calls. Thanks!

    eskbanker - yep the company is a massive one with quite a good reputation. Im not naming them because I am not clear theyve done anything wrong. But good idea about requesting proof - I will ask and they 'should' be able to provide that.
    Januray 2015
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    • Taucher
    • By Taucher 31st Oct 18, 10:20 AM
    • 44 Posts
    • 20 Thanks
    Taucher
    • #5
    • 31st Oct 18, 10:20 AM
    • #5
    • 31st Oct 18, 10:20 AM
    Not that anyone's crying out for an update but I will give one anyway!

    The company, mobiles.co.uk, today admitted that a refund has not been issued to me at all, despite 3 customer service staff telling me that it had! They have assured me that my deposit has been paid to me, and this time they really mean it. It will take 3-4 working days (which they first told me 3 weeks ago).

    They made me feel like an annoyance. Wont be using them again.
    Januray 2015
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    • robatwork
    • By robatwork 31st Oct 18, 1:39 PM
    • 4,687 Posts
    • 5,259 Thanks
    robatwork
    • #6
    • 31st Oct 18, 1:39 PM
    • #6
    • 31st Oct 18, 1:39 PM
    Please pop back and update your update in 3-4 days. After all, who's to say if they really mean it, really really mean it, or just mean it?
    • Taucher
    • By Taucher 7th Nov 18, 9:54 AM
    • 44 Posts
    • 20 Thanks
    Taucher
    • #7
    • 7th Nov 18, 9:54 AM
    • #7
    • 7th Nov 18, 9:54 AM
    Please pop back and update your update in 3-4 days. After all, who's to say if they really mean it, really really mean it, or just mean it?
    Originally posted by robatwork
    Apologies. I failed to do that! I must not have meant it.

    In mobiles.co.uk news - this is the 5th day and I STILL HAVENT RECEIVED MY REFUND. Four different customer services staff over four weeks have told me they have sent me the refund and it will take 3-5 days. I have waited five days each time and nothing.

    They've stolen my money! Im going to have to call again. Unless anyone can suggest a more effective course of action?
    Januray 2015
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    • karlie88
    • By karlie88 7th Nov 18, 10:53 AM
    • 8,647 Posts
    • 107,314 Thanks
    karlie88
    • #8
    • 7th Nov 18, 10:53 AM
    • #8
    • 7th Nov 18, 10:53 AM
    Apologies. I failed to do that! I must not have meant it.

    In mobiles.co.uk news - this is the 5th day and I STILL HAVENT RECEIVED MY REFUND. Four different customer services staff over four weeks have told me they have sent me the refund and it will take 3-5 days. I have waited five days each time and nothing.

    They've stolen my money! Im going to have to call again. Unless anyone can suggest a more effective course of action?
    Originally posted by Taucher
    I think you've been patient enough.

    Either use the Resolver tool via MSE or email the CEO which I believe (from some quick Googling) is: Alexander.baldock@dixonscarphone.com
    Official MSE canny forumite and HUKD VIP badge member
    • robatwork
    • By robatwork 8th Nov 18, 12:19 PM
    • 4,687 Posts
    • 5,259 Thanks
    robatwork
    • #9
    • 8th Nov 18, 12:19 PM
    • #9
    • 8th Nov 18, 12:19 PM
    Another vote for Resolver - I've had some success with that, and it's a very easy online step before you go down the letter before action route.

    If you do that, and then a LBA, and end up in court, it won't be in mobiles.co.uk favour if they didn't respond to your attempt at mediation by using Resolver.
    • pinkdalek
    • By pinkdalek 8th Nov 18, 3:30 PM
    • 1,254 Posts
    • 746 Thanks
    pinkdalek
    Pester your bank again about missing refunds and they should be able to assist.
    • eskbanker
    • By eskbanker 9th Nov 18, 12:03 AM
    • 8,402 Posts
    • 9,507 Thanks
    eskbanker
    Pester your bank again about missing refunds and they should be able to assist.
    Originally posted by pinkdalek
    Probably worth reading the thread again (especially post #5) to see why that would be neither appropriate nor productive.

    Hint: it's nothing to do with the bank....
    • Taucher
    • By Taucher 9th Nov 18, 10:40 AM
    • 44 Posts
    • 20 Thanks
    Taucher
    Thanks everyone.

    I was all set yesterday to use the resolver tool and I had a call from someone at mobiles.co.uk. They worked out what the issue was and apologised quite profusely for the repeated problems. They offered me compensation and assured me that, now they know what the problem was, the refund will definitely work this time. I am happy with the outcome and, despite the annoyance, would probably use mobiles.co.uk again.

    The problem was (dont read this next bit if you get bored easily) that my phone cost 180 up front but I used a code for 10 off, so I paid 170. The refund amount all the agents tried to process for me was 180 but the system would reject as it didn't balance with the amount I paid. Annoying really because every person I spoke to said "Your 180 refund will be with you soon" and I told evey one of them that I paid 170, not 180.

    And no, it had nothing to do with my bank - they had absolutely no part to play in this as the payment didnt go anywhere close to being paid into my account.

    Thanks for the heads up about Resolver too - I wasn't aware of it but it looks useful for the future.

    Cheers!
    Januray 2015
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    • robatwork
    • By robatwork 9th Nov 18, 11:15 AM
    • 4,687 Posts
    • 5,259 Thanks
    robatwork
    Glad it's slowly raveling (opposite of unraveling) for you and that you continue to update the thread. I would suggest to a board admin that they move this to Consumer Rights as it's nothing to do with banking or budgeting.

    Expecting a positive outcome and a small (3 counties) fanfare for mobiles.co.uk when the money comes through.
    • pinkdalek
    • By pinkdalek 9th Nov 18, 8:49 PM
    • 1,254 Posts
    • 746 Thanks
    pinkdalek
    Probably worth reading the thread again (especially post #5) to see why that would be neither appropriate nor productive.

    Hint: it's nothing to do with the bank....
    Originally posted by eskbanker
    A bank can help if a refund has gone missing and has not been deposited. They are an interested party and it has pretty much everything to do with the bank. Thank you.
    • oldernonethewiser
    • By oldernonethewiser 9th Nov 18, 8:56 PM
    • 28 Posts
    • 33 Thanks
    oldernonethewiser
    A bank can help if a refund has gone missing and has not been deposited. They are an interested party and it has pretty much everything to do with the bank. Thank you.
    Originally posted by pinkdalek

    As I read this thread no refund had gone missing. The refund had not been processed and until it has/had the bank are not an interested party. You are welcome.
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