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  • FIRST POST
    • DALLEN
    • By DALLEN 26th Dec 19, 8:37 AM
    • 3Posts
    • 0Thanks
    DALLEN
    0 WOW
    THOMAS COOK refund nightmare....
    • #1
    • 26th Dec 19, 8:37 AM
    0 WOW
    THOMAS COOK refund nightmare.... 26th Dec 19 at 8:37 AM
    Like many others, my Thomas cook PKG holiday was cancelled as they collapsed, but the woes continue and getting a refund is becoming a total nightmare. Our holiday to Greece was booked on the Thomas Cook website in May 2019, and was paid in full using a debit card the day it was booked. We had ATOL protection for the whole holiday, including the flights, which Thomas Cook allocated EasyJet as the flight operator. The ATOL certificate issuer being Thomas Cook retail, ATOL number 1179.

    7/10/19
    Our holiday was due to start on the 26th September, the Thursday after the weekend collapse. We were notified we had to claim on the CAA website webform on the 7th October 2019, which I duly did. A reference number was provided and I was advised a 60 day wait for refunds to be processed.

    28/11/19
    On the 28th November I received an email from a company called ĎPROTECT CLAIMSí asking for a simple form to be completed that required just my booking ref, signature, and date. The form was a declaration that I would not be using, or had used the flight services. I called the CAA helpline to check on this company prior to completion, and they advised that PROTECT CLAIMS were given the contract of paying out the refunds on the CAA behalf. I then signed and returned the form the same day. I was then advised another 60 day wait for payment, so I sent an email back complaining about the delay on 29/11/19Ö

    20/12/19
    On 20th December I received an email from PROTECT CLAIMS asking for feedback on their Ďoutstanding serviceí as they had dealt with a claim on my behalfÖ. This was very strange as I hadnít yet been refunded. I checked my bank statements and confirmed no money had been refunded. I went onto the PROTECT CLAIM website and noticed there is a Ďfollow up claimí tab. I entered the details into the tab to check my claim, and was surprised to see that my claim was marked as paid on 3/12/19, yet NO payments have been made into my account. As there is no way of contacting PROTECT CLAIMS (the contact number they provide is the CAA helpline), and no complaints process, I used the comments box on their follow up claim page to complain NO refund has been paid. I also added my account details for them to check the payment had been made to my account. I also contacted the CAA over the phone to complain to them. They sent an email to the CAA head office of the complaint to raise the issue. And I also used the CAA complaint form to complain formally.

    23/12/19
    I receive an email from PROTECT CLAIMS stating that payment had been made. I again checked my bank statements online and called the bank direct, and was confirmed no payments had been made or were pending. So I again fill out the box on the PROTECT CLAIMS webpage to state NO payments have been paid, along with my account details again, and another to the CAA. I then call the Financial Ombudsman for advice, and they tell me to ask for physical evidence in the form of a payment transaction screenshot, to include the account numbers payment amount, date paid, reference numbers etc, and to ask for an escalation of complaint. They also note that the company PROTECT CLAIMS do not form part of their remit should a complaint need to be pushed further as they do not regulate them. So I send out another message on the PROTECT CLAIMS box to that effect, and another to the CAA. The CAA respond the same day with a screen shot of a spreadsheet stating the claim was closed on 6/12/19, but NO proof of transaction details as requested. I again call the CAA who tell me they canít help as PROTECT CLAIMS are the ones I need to contact, but they donít have a contact number for them and canít deal with my complaint. I send another complaint to the CAA stating the information provided was not proof any transactions have been made.

    26/12/19
    So, now Iím in complete limbo with no refunds paid, despite PROTECT CLAIMS stating it has been paid some 20-23 days ago. My bank told me that my bank statement constitutes a legal verifiable document of transactions made, and as such is my proof of no refunds paid. The CAA who have passed the buck to PROTECT CLAIMS are no use whatsoever, and PROTECT CLAIMS are uncontactable on the phone. I now await another response from PROTECT CLAIMS, who I think have not verified any transaction details alleged to have been made, as clearly this information would show no payments have been made, or perhaps they paid an account in error instead of mineÖ

    Depending on what happens now, Iím considering suing PROTECT CLAIMS for the refund due via the small claims process, plus costs, as it seems they only way I will get a resolution to this problem, and my money back, is for an outside source to look into the details of alleged transactions PROTECT CLAIMS claim to have made, of which they have failed, or are unwilling, to check themselves in order to sort this out. If they recognise their error and sort the payment out then I will not need to do this, however Im not confident they willÖ.
Page 1
    • joolsleeds
    • By joolsleeds 28th Dec 19, 9:22 AM
    • 47 Posts
    • 20 Thanks
    joolsleeds
    • #2
    • 28th Dec 19, 9:22 AM
    • #2
    • 28th Dec 19, 9:22 AM
    I’m in a similar position, and also stuck in limbo.

    The detail of my claim was that the deposit was paid by credit card, yet my claim has been declined because they say I have received a refund on my Direct Debit!

    Like you, I’ve been passed between CAA and Protect Claims and have got nowhere.

    I raised a disputed transaction claim with my credit card, but they say as the holiday was ATOL protected, that the chargeback will be rejected.

    So, I have 2 lots of consumer protection S75 and ATOL and I’m getting nowhere.

    Anyone got any advice on what I do next?
    No longer lurking
    • soolin
    • By soolin 28th Dec 19, 10:00 AM
    • 63,162 Posts
    • 45,601 Thanks
    soolin
    • #3
    • 28th Dec 19, 10:00 AM
    • #3
    • 28th Dec 19, 10:00 AM
    I can't assist with the actual question but MSE did an article on this which is here:
    https://www.moneysavingexpert.com/news/2019/11/thomas-cook-customers-left-confused-by-emails-from-claims-firms-/

    The Trust pilot reviews also suggest that somehting is seriously amiss:

    https://uk.trustpilot.com/review/protectclaims.com
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
    • Anthony J
    • By Anthony J 29th Dec 19, 12:08 PM
    • 1 Posts
    • 0 Thanks
    Anthony J
    • #4
    • 29th Dec 19, 12:08 PM
    • #4
    • 29th Dec 19, 12:08 PM
    I feel your pain and frustration. I paid by DD directly booked with TC and am still waiting. Got an email asking for my signature and bank details, which I’m not prepared to just hand over. The email looks ropey and as you point out, it’s CAA farming out their responsibility on the cheap. It’s shocking that they physically have my cash and won’t give it back or theft if you like. The energy it’s zapped from me!
    • mattyprice4004
    • By mattyprice4004 29th Dec 19, 10:26 PM
    • 4,326 Posts
    • 4,008 Thanks
    mattyprice4004
    • #5
    • 29th Dec 19, 10:26 PM
    • #5
    • 29th Dec 19, 10:26 PM
    They donít have your cash and never did - the refund isnít being paid by Thomas Cook.
    To suggest it is theft is just ridiculous - sorry!

    They need your bank details to refund to; these are also printed on a lot of debit cards and on every cheque you write so thatís no huge security issue.
    • Ganga
    • By Ganga 30th Dec 19, 3:47 PM
    • 1,968 Posts
    • 1,143 Thanks
    Ganga
    • #6
    • 30th Dec 19, 3:47 PM
    • #6
    • 30th Dec 19, 3:47 PM
    I feel your pain and frustration. I paid by DD directly booked with TC and am still waiting. Got an email asking for my signature and bank details, which Iím not prepared to just hand over. The email looks ropey and as you point out, itís CAA farming out their responsibility on the cheap. Itís shocking that they physically have my cash and wonít give it back or theft if you like. The energy itís zapped from me!
    Originally posted by Anthony J
    As has been pointed out it is not theft,give them the information they require and they will pay you.
    ITS NOT EASY TO GET EVERYTHING WRONG ,I HAVE TO WORK HARD TO DO IT!
    • DALLEN
    • By DALLEN 1st Jan 20, 3:20 PM
    • 3 Posts
    • 0 Thanks
    DALLEN
    • #7
    • 1st Jan 20, 3:20 PM
    • #7
    • 1st Jan 20, 3:20 PM
    Update.

    I have given all information required of me, and still no refund. Protect Claims claim they paid it on 3/12/19, yet nothing has been paid into my account...

    Protect claims now ignore all my emails and just log the claim as paid. Today I sent a LETTER BEFORE COURT ACTION letting them know what needs to be done, within 14 days, or I shall be suing in court. The CAA just pass the buck, and my numerous formal complaints have been left unanswered. Both the CAA and Protect Claims have my bank statement evidence of no payment....

    I’m now thinking the CAA is using Protect Claims as a smoke screen. Has the CAA run out of money? Why are they operating like a scam outfit? Why aren’t people being paid their entitled ATOL refunds when ALL information has been given, and why are they claiming I’ve been paid, despite my statements clearly showing otherwise, and why do they fail to provide ANY evidence of payment I have requested numerous times in accordance with advice given by the financial ombudsman..... There is something seriously wrong here, and I feel it’s going to take a judge in court to get to the bottom of it. They can hide from me, but they can’t hide in court.
    • stephb34
    • By stephb34 1st Jan 20, 7:44 PM
    • 2,046 Posts
    • 940 Thanks
    stephb34
    • #8
    • 1st Jan 20, 7:44 PM
    • #8
    • 1st Jan 20, 7:44 PM
    I feel your pain and frustration. I paid by DD directly booked with TC and am still waiting. Got an email asking for my signature and bank details, which Iím not prepared to just hand over. The email looks ropey and as you point out, itís CAA farming out their responsibility on the cheap. Itís shocking that they physically have my cash and wonít give it back or theft if you like. The energy itís zapped from me!
    Originally posted by Anthony J
    If you paid by Direct Debit your bank should have refunded you.
    If you paid a deposit not by DD then thats what the CAA should pay you back.
    • Westin
    • By Westin 1st Jan 20, 7:49 PM
    • 2,166 Posts
    • 1,579 Thanks
    Westin
    • #9
    • 1st Jan 20, 7:49 PM
    • #9
    • 1st Jan 20, 7:49 PM
    “I’m now thinking the CAA is using Protect Claims as a smoke screen. Has the CAA run out of money? ”

    I don’t think the conspiracy theories you throw around are helpful.

    Clearly something is a miss, perhaps the wrong bank details given or keyed in incorrectly their side. I know you are frustrated but I do think that you have to keep in mind that it is the Christmas and New Year holiday period and any investigation has probably just been held up by office closures or many staff taking holiday leave. Consider the time between 23/12 and today as dead time. In fact every chance that the office won’t get back up to speed until w/c 6 January.
    • bagand96
    • By bagand96 1st Jan 20, 10:51 PM
    • 3,115 Posts
    • 2,032 Thanks
    bagand96
    I don’t think the conspiracy theories you throw around are helpful.
    I would agree.

    There was around 350,000 ATOL claims relating to Thomas Cook. With that volume of claims the CAA would clearly not have the capacity to process them - so outsourcing was always going to happen.

    With the number of claims and the many different variables involved and data flying around - it is unfortunately inevitable that there would/will be a small number of issues and errors. I know it doesn't make it any easier for those people that are affected - and I'm not making excuses for the CAA or their outsourced partners - but there's no conspiracy here.
    • joolsleeds
    • By joolsleeds 2nd Jan 20, 7:42 PM
    • 47 Posts
    • 20 Thanks
    joolsleeds
    I share the OP's frustration and as someone in a similar situation, and having dealt with the CAA's and Protect Claims incompetence I can see his point!

    They appear to be doing everything to frustrate the successful refund of the monies paid.

    When you speak to either party, I can understand why OP says what he says - it truly feels like no-one wants to help.
    No longer lurking
    • DALLEN
    • By DALLEN 4th Jan 20, 7:24 AM
    • 3 Posts
    • 0 Thanks
    DALLEN
    Like I said, my claim had been signed off as PAID and settled on 3/12/19. No verifiable evidence of payment had been produced. Hence my complaints and action.

    As of this morning my money has now been paid. I do feel that without my efforts to chase it, I would still be waiting for it. Yesterday I issued the CAA with a letter before court claim, so perhaps it was this action that finally resolved payment, 88 days after putting the forms in....
    Last edited by DALLEN; 04-01-2020 at 7:34 AM. Reason: Change of circumstance
    • Ganga
    • By Ganga 4th Jan 20, 2:44 PM
    • 1,968 Posts
    • 1,143 Thanks
    Ganga
    Like I said, my claim had been signed off as PAID and settled on 3/12/19. No verifiable evidence of payment had been produced. Hence my complaints and action.

    As of this morning my money has now been paid. I do feel that without my efforts to chase it, I would still be waiting for it. Yesterday I issued the CAA with a letter before court claim, so perhaps it was this action that finally resolved payment, 88 days after putting the forms in....
    Originally posted by DALLEN


    I very much doubt it,who would be in the office on the first of January when you claimed you sent of the LBA letter,as they had allready informed you payment was issued and even if it took a while to actually hit your account your accusations of the CAA going bankrupt or hiding behind a smokescreen were totally wrong .It has been pointed out that they had over a third of a million claims to sort out including many fraudulant ones so these things take time,stamping your feet and making false accusations do not help.
    ITS NOT EASY TO GET EVERYTHING WRONG ,I HAVE TO WORK HARD TO DO IT!
    • FutureGirl
    • By FutureGirl 4th Jan 20, 6:14 PM
    • 1,218 Posts
    • 506 Thanks
    FutureGirl
    Have you asked them where the money was paid into and sent them evidence to the contrary?
    Goal; Debt free by Oct 2020.
    • Gadgetman3103
    • By Gadgetman3103 15th Jan 20, 9:44 PM
    • 1 Posts
    • 0 Thanks
    Gadgetman3103
    Absolutely disgusted. Received notification today, 15th Jan, that my Atol claim had failed. Now 4 months on they've asked for more info. Am I entitled to interest on my refund? When it eventually arrives...
    I submitted my claim the day the web portal opened. So totally annoyed.
    • bradders1983
    • By bradders1983 16th Jan 20, 8:00 AM
    • 965 Posts
    • 686 Thanks
    bradders1983
    Am I entitled to interest on my refund?.
    Originally posted by Gadgetman3103
    No........
    • Alan Bowen
    • By Alan Bowen 16th Jan 20, 1:24 PM
    • 3,409 Posts
    • 1,724 Thanks
    Alan Bowen
    There are less than 10,000 of the over 300,000 claims submitted outstanding. Most of the claims were dealt with on an agreed basis with no information requested, the outstanding ones are where the Thomas Cook data and the claims submitted do not match at all. That doesn't mean there is no claim unless they have written and said so, which they have to some people, but the remaining claims are going to be dealt with on an individual basis and if you have the correct information, should be resolved relatively quickly after you submit the documentation
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