Purchased something online, returned for refund, card expired in the meantime...

[WildernessBraving]

I have a business account with Starling. A few weeks ago I made 2 separate transactions from the same online shop (Free People) to purchase some jeans. These 2 transactions happened within one week of each other. I ended up returning both orders.

This coincided with a new card being issued as the other has expired, so that the purchase was made with the old card. I didn't for a second think that this would be an issue. However, my refunds have been rejected by Starling and they're telling me that I have to contacts Free People with my new card details so they can re-do the refunds.

I have been in contact with Free People who tell me my bank should authorise the payments they've already issues.

I am being sent from one to the other. In fairness, I feel that Free People have done their part and my only option is to open a dispute with Starling. This is nuts, right??

Hopeful bump! 😊

Not with Starling but I had a similar refund to my NatWest bank account after the card had expired and it went through no bother. Surprised Starling are being difficult.

A refund would surely be linked to the card account rather than the physical bit of expired plastic and Starling should be able to link from an expired to a new card on the same account.

Refunds should still be able to be made to the original method of payment even if a new card has been issued. Even if the original MOP account has been closed entirely, the bank should still be able to access the refund from their holding account.

That's to the best of my knowledge anyway.

Okay thank you. I am also surprised that Starling are being so obnoxious. They're actually now suggesting I open a dispute with them. This is utter madness.

Starling are rubbish for this. I had two refunds go missing after my card was stolen, they were useless and I never did end up getting the money! Luckily they were only small refunds from Amazon but still!

That's shocking!
I am considering switching online banking provider on the back of this, so recommendations welcome!

Raise a complaint with them. If not dealt with within 8 weeks, go to Financial Ombudsman. This will cost them money aa FOS will charge them, plus you should get your refund plus interest

My credit card company would have processed the refunds. Second the recommendation of a formal complaint to them and then off to the Ombudsman. As they pay it'll cost them more than the refund would.

Tbf I just had this happen, the refund was declined but then it appeared a couple of days later, this with Starling