Refund for cancelled holiday problem
Discussion
My son and his girlfriend had a holiday to Cuba booked with TUI and were paying monthly .
TUI then tells them they are no longer going to be flying to Cuba so they can have an alternative holiday that TUI picked for them or refund-they decided a refund was the better option.
However only a couple of hundred quid was refunded due to my son changing banks and closing his old account with Halifax , the money paid from this account is where the issues now lie
He was repeatedly assured by TUI that they would not try to pay this into his closed account but would have to wait a few weeks, this has dragged on and on for a at least two or three months now, they kept telling him it would all be sorted in 72 hrs and then nothing so he’d contact them again ,same thing.
Eventually he emailed the CEO and got a call from someone higher up the chain that has basically said they’ve paid the money to Halifax so not their problem
Halifax say it’s nothing to do with them and it’s Tui’s problem ffs
Where does he go from here? He is getting very frustrated and very down about this as he just keeps going round in circles getting nowhere.it’s about 800 quid he is owed.
Cheers
Andrew
TUI then tells them they are no longer going to be flying to Cuba so they can have an alternative holiday that TUI picked for them or refund-they decided a refund was the better option.
However only a couple of hundred quid was refunded due to my son changing banks and closing his old account with Halifax , the money paid from this account is where the issues now lie
He was repeatedly assured by TUI that they would not try to pay this into his closed account but would have to wait a few weeks, this has dragged on and on for a at least two or three months now, they kept telling him it would all be sorted in 72 hrs and then nothing so he’d contact them again ,same thing.
Eventually he emailed the CEO and got a call from someone higher up the chain that has basically said they’ve paid the money to Halifax so not their problem
Halifax say it’s nothing to do with them and it’s Tui’s problem ffs
Where does he go from here? He is getting very frustrated and very down about this as he just keeps going round in circles getting nowhere.it’s about 800 quid he is owed.
Cheers
Andrew
If the money was sent to a closed account, it should bounce back within a couple of days to the account it was paid from i.e. back to TUI, but they probably haven't reconciled it to your son's payment.
I would be issuing a letter before action and putting in a small claim if the funds weren't forthcoming.
It is not your son's fault TUI have sent it to the wrong account and he shouldn't be out of pocket because of their incompetence.
If your son used the banking switch service, the money may have come to him, so it would pay to double check before taking action.
I would be issuing a letter before action and putting in a small claim if the funds weren't forthcoming.
It is not your son's fault TUI have sent it to the wrong account and he shouldn't be out of pocket because of their incompetence.
If your son used the banking switch service, the money may have come to him, so it would pay to double check before taking action.
Edited by LandieMark on Monday 26th February 18:57
LandieMark said:
If the money was sent to a closed account, it should bounce back within a couple of days to the account it was paid from i.e. back to TUI, but they probably haven't reconciled it to your son's payment.
I would be issuing a letter before action and putting in a small claim if the funds weren't forthcoming.
It is not your son's fault TUI have sent it to the wrong account and he shouldn't be out of pocket because of their incompetence.
If your son used the banking switch service, the money may have come to him, so it would pay to double check before taking action.
Thank youI would be issuing a letter before action and putting in a small claim if the funds weren't forthcoming.
It is not your son's fault TUI have sent it to the wrong account and he shouldn't be out of pocket because of their incompetence.
If your son used the banking switch service, the money may have come to him, so it would pay to double check before taking action.
Edited by LandieMark on Monday 26th February 18:57
TonyF1 said:
Speak to the bank who had the original account. The funds may have gone into suspense as the account may still have been left open to manage late or returned payments. This is doubly so if the account was moved via 7DAS.
He has spoken to the bank-they say they don’t have the money, and it’s down to TUI I'm a little confused but not sure why TUI didn't refund the whole amount in one go.
My son has recently switched banks and from what I can tell the closed account stays open for a certain time " behind the scenes as it were " and then any late payments in etc are simply transferred to the new bank.
If Halifax are saying this is nothing to do with them then they at least need to confirm they never received this because that is the whole point of the guarantee switching service assuming that's what your son took advantage of when he switched.
It might also be worthwhile checking with the replacement bank.
Failing all that then a polite but firm short email to TUI's complaints dept with a cc to the CEO may be worthwhile.
My son has recently switched banks and from what I can tell the closed account stays open for a certain time " behind the scenes as it were " and then any late payments in etc are simply transferred to the new bank.
If Halifax are saying this is nothing to do with them then they at least need to confirm they never received this because that is the whole point of the guarantee switching service assuming that's what your son took advantage of when he switched.
It might also be worthwhile checking with the replacement bank.
Failing all that then a polite but firm short email to TUI's complaints dept with a cc to the CEO may be worthwhile.
alscar said:
I'm a little confused but not sure why TUI didn't refund the whole amount in one go.
My son has recently switched banks and from what I can tell the closed account stays open for a certain time " behind the scenes as it were " and then any late payments in etc are simply transferred to the new bank.
If Halifax are saying this is nothing to do with them then they at least need to confirm they never received this because that is the whole point of the guarantee switching service assuming that's what your son took advantage of when he switched.
It might also be worthwhile checking with the replacement bank.
Failing all that then a polite but firm short email to TUI's complaints dept with a cc to the CEO may be worthwhile.
Some payments were made from his new account, that has been refunded,. Halifax say they no information to help him other than it’s an issue at Tui’s endMy son has recently switched banks and from what I can tell the closed account stays open for a certain time " behind the scenes as it were " and then any late payments in etc are simply transferred to the new bank.
If Halifax are saying this is nothing to do with them then they at least need to confirm they never received this because that is the whole point of the guarantee switching service assuming that's what your son took advantage of when he switched.
It might also be worthwhile checking with the replacement bank.
Failing all that then a polite but firm short email to TUI's complaints dept with a cc to the CEO may be worthwhile.
He has raised a formal complaint with TUI,and was contacted by someone higher up the chain who has basically said they’ve been in tough with the finance team and as far as they are concerned the payment has been made , it’s no longer their issue. They are absolutely useless.
He’s also filed a complaint with ABTA against TUI, not sure what this will acheieve.
It’s just so frustrating just being fobbed off constantly.
DaveTheRave87 said:
A lot of times when you email "the CEO" the email address actually goes to the same customer service team that have been fobbing you off.
If the address is firstname.lastname@... then try emailing lastname.firstname@... as that usually goes to the actual CEO.
I, unfortunately, have a "firstname.lastname @mod.uk" address and get utterly overwhelmed with emails. I cannot block emails or turn off this account due to security restrictions. Its a big PITA.If the address is firstname.lastname@... then try emailing lastname.firstname@... as that usually goes to the actual CEO.
Sorry OP can't add anything useful
and31 said:
Some payments were made from his new account, that has been refunded,. Halifax say they no information to help him other than it’s an issue at Tui’s end
He has raised a formal complaint with TUI,and was contacted by someone higher up the chain who has basically said they’ve been in tough with the finance team and as far as they are concerned the payment has been made , it’s no longer their issue. They are absolutely useless.
He’s also filed a complaint with ABTA against TUI, not sure what this will acheieve.
It’s just so frustrating just being fobbed off constantly.
Try emailing your.problems@observer.co.uk - they like consumer problems with big companies.He has raised a formal complaint with TUI,and was contacted by someone higher up the chain who has basically said they’ve been in tough with the finance team and as far as they are concerned the payment has been made , it’s no longer their issue. They are absolutely useless.
He’s also filed a complaint with ABTA against TUI, not sure what this will acheieve.
It’s just so frustrating just being fobbed off constantly.
https://www.theguardian.com/money/2024/feb/26/subs...
vaud said:
Try emailing your.problems@observer.co.uk - they like consumer problems with big companies.
https://www.theguardian.com/money/2024/feb/26/subs...
Cheershttps://www.theguardian.com/money/2024/feb/26/subs...
I’ve told him to get in touch with the consumer guy on bbc three counties radio-he’s all over stuff like this
I've had the same thing happen to me, the merchant and bank both pointing to each other.
In my case I made a formal complaint to the bank, this resulted in a cheque for the amount arriving in the post shortly after the complaint was made.
The money ends up in a suspense account which the help desk folk can't see, I guess the formal complaint got it to the right people in my case.
If this is the case TUI can't help you, they've paid the money and it's gone, it's the bank that has it, even if they deny it!
In my case I made a formal complaint to the bank, this resulted in a cheque for the amount arriving in the post shortly after the complaint was made.
The money ends up in a suspense account which the help desk folk can't see, I guess the formal complaint got it to the right people in my case.
If this is the case TUI can't help you, they've paid the money and it's gone, it's the bank that has it, even if they deny it!
sdm_3.2 said:
I've had the same thing happen to me, the merchant and bank both pointing to each other.
In my case I made a formal complaint to the bank, this resulted in a cheque for the amount arriving in the post shortly after the complaint was made.
The money ends up in a suspense account which the help desk folk can't see, I guess the formal complaint got it to the right people in my case.
If this is the case TUI can't help you, they've paid the money and it's gone, it's the bank that has it, even if they deny it!
I’ll tell him to do this tooIn my case I made a formal complaint to the bank, this resulted in a cheque for the amount arriving in the post shortly after the complaint was made.
The money ends up in a suspense account which the help desk folk can't see, I guess the formal complaint got it to the right people in my case.
If this is the case TUI can't help you, they've paid the money and it's gone, it's the bank that has it, even if they deny it!
Cheers
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