TLDR: Needed to send back a $1,450 mobile phone to Amazon who made a refund on a closed credit card (only option according to them). The refund was supposedly processed, but Westpac wasn't able to locate it, sent me an official letter that supposedly the refund never reached them. Now I'm stuck, Amazon says they processed the refund and I should be able to get it from Westpac.
Detail breakdown:
• I needed to return a $1,450 mobile phone to Amazon. Talked to couple different people pleading to have the return processed somewhere else than the closed credit card as I anticipated potential issues. Everyone told me it can't be done, needs to be on the closed card.
• Actually called Westpac, they said returns made on a closed card will be transferred to my bank account with them.
• I send the phone back, Amazon sends me official email that they processed the refund.
• A month goes by, the money is not in my account. I call Westpac. They said they'll look into it and someone will contact me, nobody contacts me.
• I call again and lodge an official complaint. Get assigned a complaint manager who gets all the details and says he'll look into it.
• The complaint manager contacts me back and says they can't locate they money, says it most likely bounced back to Amazon. I asked him why would it bounce back, returns on a closed credit card should be able to processed, he said he's not sure, but claims they never got the money, says I need to contact Amazon, closes the complaint.
• I call Amazon, they said someone will email me from the billing department, nobody gets in touch. This happened twice. When I call again, some lady tells me they did the refund and it didn't bounce back so I need to take it with Westpac. She's not from billing though, just general support escalation. I tell her to give me evidence and she says the original refund is evidence.
I'm extremely frustrated and don't know what to do. My gut tells me that it's Westpac who are to blame here, I've had countless of Amazon refunds and never had issues. I also don't understand the notion of the supposed refund bouncing back, closed credit cards should still be able to be refunded, did this with Commbank without issues.I'm thinking to go into a Westpac branch to explain and seek help, but are concerned they'll try to just fuck me off saying it's not a branch issue.
HELP!
just say the magical 4 letters AFCA and it will appear