odd one!

[recovering]

Hi I recently returned a hand mixer to John Lewis which is under warranty but was bought on my RBS credit card before I entered my IVA.I had no idea they actually refund the card used for payment and then charge it again!obviously they couldn't recharge the card and now want me to pay the £54 by a different method ,when i explained the card is no longer in use they said i had to contact rbs but I have no card no number and no password to talk to anyone at rbs, will Rbs just keep the £54? I don't want to pay $£54 for basically nothing! anyone got any ideas?

[TheArtist]

But why have you got to pay 54quid for something you are returning under warranty?

[recovering]

Its the procedure apparently! They refund the card first then recharge it after, normally it just balances out but as they card is no longer in use they refunded and couldnt recharge! So they are out of pocket by 54 RBS have the £54 john lewis cant get it back and nor can i, but john lewis want me to pay it as they think i can get it back but i cant!

[4kidsnocash]

contact john lewis customer services and explain your situation, technically you have returned the item and they have given you a refund albeit on a card no longer in use, though why they did not just do a straight exchange is beyond me, they are usually pretty good at customer service

[Shining]

Oh not good. So you've basically returned the mixer they've refunded it for you and now you're without the refund or mixer?

Odd way for them to do it but if they do it like that I'm not sure if it would be possible to get it back due to the IVA and £54 is a lot of money to find again I agree. I didn't realise John Lewis did this.

[4kidsnocash]

how come they refunded on the card anyway? did you still have it?

[Niobe]

They will still have the details presumably which is why it has been refunded to them.

[4kidsnocash]

they do not keep details as far as i am aware the customer has to produce the card for the refund to be put on it otherwise how would they know that this is the right person? they should not have refunded without the card i would definately contact customer services and complain about that

[recovering]

I had a conversation with them 3 weeks ago and explained rbs will not talk to me with no account details or password i said they would have to do it now they are emailing me aaying i have to pay the outstanding balance! Am worried rbs will have told them im in an iva

[4kidsnocash]

but if you have returned the item and not had a new one what is there to pay

[TheArtist]

Recovering. RBS are absolutely not allowed to say this so please don't worry about that. I believe John Lewis are to blame for all of this mess. I would contact their Customer Services, don't mention your IVA, because its none of their business, and insist they either give you a cash refund at best or a credit note at worst.

This is a problem of John Lewis' making, not yours.

[4kidsnocash]

well bit of news for you I have just spoken to john lewis and they say if you take back a faulty item normally they will see if it is repairable if not they offer a refund or exchange, its up to the department which way they do it bi=ut you DO need your card for a refund they do not hold any details after the sale so did you produce a card for it to be refunded on? if not this is not the policy of john lewis, hope this helps

[Niobe]

Even stranger!! What happens now?

[recovering]

I dont understand how they refunded to a account that must be dead?

[TheArtist]

Well done k4nc - The IVA situation is not Lewis' business or knowledge, therefore if the card is no longer functional, say expired, or for whatever reason, they should offer you a refund or exchange??