MegaSack DRAW - This year's winner is user - rgwb
We will be in touch
So I bought a garden strimmer from B&Q about 15 months ago, went wrong, 2 year guarantee so took it back. It's no longer made so I asked for a refund which they did onto my CC. It was a click and collect so paid on line through Google pay.
Trouble is the CC it was paid on was cancelled (forgot this at the time) as it was taken over by another card issuer and a new card issued
So it went thru but it obviously hasn't gone back on as the card is cancelled. Old cc company says it will have been rejected (although this can take time) and to contact merchant.
B&Q say it's been refunded . So my money (£78) is in the ether somewhere.
Was going to raise a complaint with B&Q so they will look harder ( call centre says I need to take it up with the click and collect store).
Who do you turn to in these situations? If it was on the original card I could dispute the original transaction. But the account no longer exists.
B&Q say it’s been refunded .
Trouble is the CC it was paid on was cancelled (never registered to me at the time) as it was taken over by another card issuer and a new card issued
(New) Credit card issuer would be the next port of call then surely? Theory is that they have your money, and bq have fulfilled their obligation.
it might not have been rejected by the CC company. I'd give it a week or so from the refund going through, then contact the cc company again.
What was the CC out of interest? that may point to who has the cash
It is/was a john lewis cc. It was with HSBC but now taken over by a company called NewDay, so effectively a new card, so I don't think NewDay will be able to help.
HSBC the account is closed so they cannot help. Eventually it should be bounced back to b&q but it's how I get them to acknowledge that
I can't understand why when I buy something it hits my account immediately but even a refund on to the same account cam take 3 or 4 days. Surely it should authorize the refund I'm realtime like it does with a debit
I can’t understand why when I buy something it hits my account immediately
Your "open to buy" is hit immediately by the authorisation (which is a promise by the card issuer to pay the acquirer in the future if they send the matching settlement information) but the account itself isn't updated until the merchant submits a settlement file with the actual amount. (this is basically true in the UK which is still a dual message country but is pretty much true everywhere with different mechanisms for single message countries)
even a refund on to the same account cam take 3 or 4 days
Refunds are a really good way of doing fraud - dodgy merchant adds refunds on a pre-paid or other card held by their accomplice, card used to buy cigarettes, booze, vouchers using the refunds before the issuer notices the fraud. Card issuers include a delay to prevent this.
Have you called John Lewis card services?
That, to me, would be a logical step.
JL card services are basically just New Day (the card issuer). JL outsource it all. I did call the old number but it's just HSBC . They used to answer as JL when they were the issuer for JL.
Yes, I understand that.
They, JL, moved from HSBC to New Day which is fundamental to your problem.
It would be reasonable to expect JL to have implemented or ensured that New Day had a process to ensure that refunds would be efficiently processed.
You can't be the only person in this situation.
It doesn't matter who dropped whom.
My view stands - call JL card services; at the very least they should be able to tell you how to get your refund and the anticipated timescale.
EDIT: have now seen your full post - call JL customer services and hope you get through to a UK based agent.
Surely it should authorize the refund I’m realtime like it does with a debit
Regardless of the direction the money is going, the funds are debited straight away but the account being credited has to wait up to four days. You don't see the money coming back quicker than the retailer sees coming in.
HSBC kept my account open for a while after the transfer to Newday. I did a Wiggle return after 8 months that went onto the old JL card, now HSBC. I phoned HSBC and the transfered the money to my bank current account.
Its nothing to do with Newday "Partnership Credit Card",