A refund was promised but hasn't arrived
A promised refund is easier to chase than a refused one, because the company has already agreed the money is owed. The job now is dates and evidence, not argument.
Refunds to a card can take a few working days to appear after the company actually processes them, so check the date they say it was sent and compare it with your statement.
If the promised date has passed, chase once in writing, quote their own promise back to them, and ask for the refund reference or the date it was processed.
Give this to Feoh
Answer a few questions and Feoh works out the next step, lists the evidence to keep and writes the message for you to send.
Chase this promised refund with FeohWhat to gather first
- The message where they promised the refund, with its date
- The amount and the original payment method
- The order, booking or account reference
- Your statement covering the period since the promise
- Any refund reference number they gave you
What to do
- 1Check your statement for the days after the promised date, including pending entries.
- 2Reply to the message where they promised it, so the promise stays in the thread.
- 3Ask for the date it was processed, the amount and the refund reference.
- 4Give a clear follow-up date and diarise it.
- 5If the date passes again, ask for their formal complaints procedure and keep everything dated.
- 6If you paid by card or through a credit agreement, it is worth asking your card provider or lender what protection may apply to the payment. They will tell you whether a claim is possible and what the time limits are.
Questions people ask
- How long does a card refund normally take to show?
- Usually a few working days after the company processes it, though it varies by provider. That is why it helps to ask for the date they processed it rather than the date they agreed it.
- They keep saying it's 'in the system'. What should I ask for?
- Ask for three specific things: the date it was processed, the amount, and the refund reference. Vague answers are harder to repeat when there is a written record of the question.
- What if the refund never arrives?
- Raise a formal complaint with the company, keep the dated record of their promise, and ask your card provider or lender what protection may apply to the original payment.
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Other problems Feoh helps with
- Parcel says delivered but you haven't received it
- A company has refused your refund
- Charged after you cancelled
Feoh helps you organise and act on everyday admin problems. It isn't a law firm, debt adviser or regulated financial adviser. Nothing is sent to anyone unless you send it yourself.