Missing American Express Refund

[bad company]

Mrs BC and I had to cancel a cruise we booked and paid for with a USA travel agent. We cancelled and the cruise company (Seabourn, part of Carnival) refunded part of the deposit. Now it appears that Lloyds bank who issued my Amex card cannot trace the money. This was part of the email from Seabourn:-


In regards to the specific booking that you were asking about (Seabourn booking xxxxxx), I did take a look, and it appears that the $1,208.00 USD refund to AX # xxxx that was created in POLAR on 16-Oct-2017 was successfully processed by our credit card merchant on the same day, and American Express advised that they then settled the transaction on 19-Oct-2017. In addition, I am not showing that the funds for the refund transaction have been returned to us via chargeback, so American Express should be posting the funds to the guests' account at any time. It is worth noting that this is a USD transaction for guests with a UK address, so it is possible that this might be slowing American Express down, but I would recommend that the guests double-check their credit card statement to verify whether or not they can now see the refund. If they are still unable to, then I would recommend that they contact American Express to ask why the refund hasn't been posted to their account yet (Amex is currently in possession of the money).

It probably doesn’t help that the Amex card I paid with and the refund went to has been cancelled due to a fraud so I have a new card number. Clearly the credit should still find it’s way to me though.

Any ideas?

[cuprabob]

I take it you have spoken to Amex?

[bad company]

cuprabob said:

I take it you have spoken to Amex?

It’s actually Lloyds Bank who issued the Amex card.

Yes, initially they said that I needed to wait 2 weeks before they would start to even look. Now they’re apparently looking but so far unable to trace.

[cuprabob]

Apologies, I missed that Lloyds were the card issuer. I don't think there is much more you can do other than keep on at them. I'm always nervous when a refund goes to an old card number but it always seems to get into the account.

Good luck...