John Lewis Finance caused our refund delays, then blamed us

Last February we purchased Ryanair flights to Ibiza for a family-of-four vacation. When the federal government grounded the flights, Ryanair initially provided a voucher. When we requested for a refund, it stated that the flight was cancelled by “causes outside of their control”, so they may not accomplish that.

There was no response to any of our makes an attempt to contact Ryanair, so we contacted John Lewis Finance, because the flights have been booked on its bank card. We provided the assorted invoices and electronic mail affirmation that the flights have been cancelled and so on, then all went quiet for a number of weeks. It then requested for Ryanair’s phrases and circumstances, which I despatched. Again all went quiet. This cycle has continued for a 12 months, with requests for a similar paperwork, every time with months of delay in between.

I lastly spoke to them final week, and so they stated that “because it has been more than 120 days since the loss”, they can’t assist us. Even although all of the delays have been caused by them.

The agent mumbled one thing about “section 75” and then reiterated that they couldn’t assist. Sorry however goodbye. And I assumed John Lewis had a fame.

HR, Buckinghamshire

John Lewis Finance and HSBC – which provides the bank cards on the shop group’s behalf – have been the topic of fairly a number of complaints to us in current months. Telling a buyer that it received’t cope with their criticism as a result of they’re out of time is appalling if the delays are solely because of the financial institution’s personal failure. All it needed to do was institute a chargeback of the flight price to Ryanair, which you have been totally entitled to, nevertheless it seemingly couldn’t get its act collectively.

Even after I obtained concerned, John Lewis requested for all the identical data once more, to your nice frustration. Finally, after a lot to-ing and fro-ing, it this week agreed to fulfill your declare and stated it could pay the £700 you have been initially out of pocket.

It’s exhausting to not conclude that John Lewis Finance could also be going the identical manner because the department shops and blowing its hard-won fame for good customer support – at the least the place the bank cards are involved.

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