Thank you so much this is exactly it, my refund went to the closed J Lewis card, so not their fault at first. I did not take the old card off the payment page on my air b n b as I booked it in June 2022 and it was for a house for June 2024. Not used it again and forgot it was on there.
I cannot be the only one who has an old JL card on a payment log with a company plus I was shocked the host cancelled as a superhost they do not normally do this, but he did and the refund was automatic so I could not stop it.
The worse thing is since 11th April and all the complaining and back and forwards they said last week they refunded it again, wait for it, this is the best bit, TO THE SAME ACCOUNT, THE CLOSED ONE, I mean how incompetent can one be! So now I am back to the beginning but this time it is ABNB fault as they have been told many times it is closed yet they sent it to the wrong one, the new card was on their system. I did not take the old card off because of the case going on. I have now so they can never do it again.
One of the other issues was 2 days ago they said we need proof from your bank that is is not with them. I sent them a screenshot as you cannot get an email address for air b nb and they said, wait for it.....that anyone could have written it and it was not proof WHAT??? I was just speechless.
Yesterday a guy called promising me that I will be "getting my money today, does that sound good, are you happy about this" and I said "yes of course I am, thank you", guess what, he puts me through to someone who then says, "hello how can I help you what is your issue today" oh my god I wanted to scream, I had to say it all again and still he could not help so the first person lied, totally lied, How awful, why, what is the point in lying. Back round again, "I will escalate this" it has been escalated 5 times now I think and I get nowhere.
I feel John Lewis should have had something set up for this as their HSBC team is overwhelmed with issues like mine with many different companies. Imagine how many John Lewis customers, as you say, are in this situation. Many must have purchased things to be refunded and the fact the cards were all closed Oct 2022 makes it so hard.
The HSBC department said yesterday the funds are definitely not with them and it is now out of their hands now. I think they mean because it was refunded again, I again have to wait for the process for it to be returned to them to go to the next phase which is ?? I am not sure as I am so confused and exhausted with it all.
John Lewis gave me £50 to say sorry but £24 a month is the interest I am paying on a new purchase of a new property for next summer.
so YES I am now going to go to the Ombudsman, I have done a screen shot of every single message in case they delete it and have logs of all calls to air b b b and emails from HSBC. It is a shame we cannot take air b n b to court or to some ombudsman but they are in the States and i am unable to find out how to get this to the top. I will continue to email the CEO, tweet him, etc every single day!