I'm hoping somebody may have found themselves in a similar situation to me, here.

I've got a Visa card and used it to make a purchase for £3.60, with £10 cashback. During the transaction, there was an error with the card machine/till and the company (my ex-employer as it happens) gave me a void receipt, which I signed and kept a copy of.

Three days later (on the 22nd), the money came out of my account although I hadn't received my cashback or the goods.

Today I went into the bank with my void receipt fully expecting them to immediately return my money, but they said no. I stamped my feet, spoke to a few people on the phone, and everyone said no. According to their cards department, because it was a very regular transaction for me and I had done exactly the same transaction since they had no reason to dispute the transaction.

In the end I had to tell them that at the end of the day I'm the customer and I want them to dispute it, whether their system tells them to or not. They still refused.

Anyone where to go with this next? I thought I might be able to contact Visa but from looking at their website it doesn't look like they are going to do anything except point me towards my bank.

I don't want to go to the company because as I said, they're my ex-employer and I didn't leave on particularly great terms in the end.

You really have no option but to go to the company with records showing that the money has been taken out of your account.

That way they should be able to refund the money back to you.

I'd go direct to the credit card company - banks don't normally deal with credit cards, only debit cards.

I don't think it is a credit card as he mentioned cashback. You have two options:
1. Easy - go to a shop and show them your bank statement and ask money from them
2. Difficult and painful - if you are not happy with the service your bank has provided, they have to tell how to get in touch with Financial ombudsman

I don't know who is responsible for the mistake so you should try bank and shop first. If that fails go to step 2

It's not really the banks fault, you're going after the wrong person.

Take it to your ex-employer, since they now have your money. Tell them if they don't refund it then you'll involve the Police (it's theft, pure and simple).

+1
If you have a void receipt, then you are in the right, the bank are in the wrong.
But first, put your complaint to the bank in writing and complain about the verbal response. Bank staff know how to fob people off in person.

Like Linux said, you are going after the wrong person.

The bank would only have taken the money from the account if a purchase was processed. If the shop have given you a void receipt but haven't actually voided the purchase (which is probably what happened) then you need to go to the shop and get them to re process the refund.

The bank have done nothing wrong. They are merely carrying out the ac actions requested by the shop and apparently authorised by you. If the shop haven't voided it correctly that isn't the bank's fault.

l3v1ck is definitely correct here. I understand why people are saying to deal with the shop, but your bank should definitely sort it on your behalf.

Put everything into a letter, enclosing a copy of the void receipt, and await their response. If you aren't happy with it, make a complaint to the Financial Ombudsman. Either way, it will get sorted.

Peter.

I found an explanation of debit card payment problems Clicky that may explain your situation. Looks like the suggestion is to go back to the shop.

Sharks

Thanks Sharks and welcome to the forum!

Like I said, go back to the shop with proof the money has gone from your account and ask or a refund.

I'm sorry to hijack this, Nick, but it is related so seemed pointless opening a new thread.

I used my debit card online a few nights ago and they haven't taken my money or even attempted to authorise the funds from my account. The merchant's website was having a fit, but it definitely thinks it has my money

Peter.

It'll happen. A mate had money taken out almost a month after buying something causing him to be overdrawn

My mate used to have a Visa Electron, when he ordered his iMac they took the money (about 1,500 quid) then gave it back...Then took it again...
It happened again when I asked to use my mates card when I wanted to return my MacBook battery to Apple (they wanted a guarantee incase I didn't return the old battery), they took the money out of his account and put it back...

Seems like they did it just to make sure the card was valid...

With regards to payment being taken, returned and then taken again, It has happened to me when the company want to ensure that the card will not baulk at the ammount. They seem to do this at the start of the process and then return the money, build the PC or whatever and when it is dispatched, take the money again.

To the OP, as has been suggested chase the shop, but also inform VISA of the full details of what has happened. This may have been a mistake or simple oversight but really it shouldn't have been allowed to happen. If nothing is said, then nothing is going to change.

Hijack the Hijack:

About two years ago, I was ordering a fair bit of kit from OcUK; the total got up to about £700. They'd just started using some sort of crappy add-on website auth form for Lloyds TSB, who my credit card was with. Try, try and try again....and again, every time I tried to auth the page lagged out. In the end I gave up and went to bed. At about 2am, the phone rings and it's Lloyds TSB credit card hotline. They had a little concern as over £23k's worth of transactions, all multiples of exactly the same amount...around £700....did I know what it was? Well, duh