Please help! I'm having a nightmare with Qatar Airways. 12/09/12 - I booked flights to Dubai via Doha Later the same day I decided to cancel this booking and put through a refund request online (you can't cancel flights on the phone!) 13/09/12 I found flights with far better transfer times so I made another booking I arrived at Heathrow and gave the checkin desk my passport and paperwork for reference for the second booking. When I arrived at Doha, I went to the transfer desk and was told that I had been checked in on my original booking. This was a mistake made by the check-in clerk, she had obviously not read my reference number. I explained to the transfer desk in Doha I did not want this flight as I had requested a refund because the transfer times were too long. I was informed that it was impossible to transfer me on to second booking as my luggage was already routed. 16/09/12 - I was sent an email from Qatar airways inviting me to checkin online under my second booking. I was delighted that I had been sent this communication meaning I wouldn't have to take the booking with the longer transfer time and I therefore thought there was no problem with cancelling my previous booking as I had not been sent an email to checkin for that flight. Now I'm back they are offering me just £113 refund from my original £600 flight as it was partially used. I've explained that I didn't want this flight and it was the mistake of the check-in clerk but they're not budging! Any ideas gratefully recieved.

Hi guys we stayed in a hotel in blackpool for 3 nights (Grand Metropole hote) and the room was ment to be a non smoking delux room with full board (breakfast and dinner). what we ending up with is a room that stunk of smoke, bad food and the room had really badly stained , damp walls and ceilings and the view from the windows was of cigarette butts where other people had been smoking in the room and chucking them out on the balcony. we did complain but never got anything done about it, when i got back home I wrote a letter to the manager who just offered us 1 night free at the hotel and what i wanted was a full refund as we paid top money of £100 a night for a delux room and we never got what we paid for. we took lots of photos of the room never seemed to make any diffrant to the manager. do you think I can take this to a small claims court and can i get legal aid for this sort of thing being a small amount of money? I Did try ringing my credit card company to see if they could get my money back but they were not help either

I've used my builder.com before and it was great, when I saw shiply.com I thought it might be a good idea. I posted my job for a full house removal about 6 weeks before the moving day. I talked to several companies asking lots of questions, being honest about items I didn't feel would be reflected in the shiply inventory. I choose Noasim removals, arranging the proposed move date (obviously we hadn't exchanged so ti wasn't final) and that they would come the day before and pack. Shiply asked that I pay a deposit on agreeing the quote of £112, which I did. I spoke with Noasim a couple of times up to the date and was told there were no problems and not to worry. Their reviews seemed good on shiply too. The week before it started to worry me, they didn't seem to remember the job, then when they did they changed it from a 7.5 tonner to a luton box, which I said would not be enough, then they said they wouldnt pack the day before but first thing 7am in the morning. This concerned me greatly and when I spoke with the company there were alarm bells, the girl in the office said that Noah didn't talk about money with her and would only accept cash, and then digging around I saw that while Shiply said they were insured, infact they only did that on request. On the day, after a sleepless night worrying, Noah had his phone turned off, They didnt' turn up, they were coming from Swindon (3 hrs drive away) and at 9.30am eventually I got hold of them, we are in a chain and so had to be out by 2pm. He hadn't left, lied about the vehicle, about where he was etc, told me I'm being over the top! He would not have been there till after lunch, if at all....we had no choice but to hire 2 luton's ourselves, pack everything and by boxes in about 3 hours....it was exhausting and so stressful...they were classic cowboys. But when eventually BT set up our phone we called shiply only to hear that if I wanted a refund it would have to be in 28 days from the quote - that was before our move date!!!! And then when they did refund it was to a shiply account - I will never ever use that company again, it's a removal company NOT a consumer goods company so effectively they stole my refund! I was amazed that after the awful experience with a company that they put me onto they would be so unreasonable. I guess they could say there is some small print but both the 28 days from quote and refunding only to a shiply account mean that cowboy removals loose nothing by stitching you up, and I wasn't able to put negative feedback to warn others! Worse still, it is unmoral and downright sneaky way that shiply try to keep your deposit, personally companies that use those tactics make money are shameful. Let customers pay for honest services and when they are let down then refund them. Hell, I might have used the company again, now I'm telling everyone I know to avoid them like the plague.

Hi am new to the forum,and seeking advice regarding my MBNA refund offer. The claim relates to credit card ppi,from sept 2001 when MBNA took over from Abbey national (Abbey have settled ppi up to Aug 2001). The account was i think settled/closed in 2007/2008 cant remember, I placed a claim for ppi refund on the 21st Aug via questionare, got a letter back stating they could not find any infomation regarding my claim....phoned them up and by magic they located my details. just recieved the following offer letter Following review of your complaint i have identified that MBNA acquired your account from ABBEY,and that the sale of ppi was made with themprior to MBNAbecoming your service provider.When your account was transferred to MBNA,new ppi policy terms and conditions were issued to you and you were given the opportunity to cancel your policy,should the new terms and conditions not meet your requirements.However as a goodwill gesture of goodwill i have arranged a refund of the premiums and associated interest that have been charged by MBNA since the date of transfer to be made. In order to calculate your refund we have worked out how your balance over time would have changed if you had made the same monthly payments without ppi.Therefore we have notionally reconstructed your statement balances by removing the ppi premiums and associated interest.This includes interest arising because the ongoing monthly balanceon your account was higher than it would have been if you had made the same payments without ppi. If there is any statement period where after deducting your premiums and associated interest,your balance would have gone into credit,we have added 8% simple interest for that statement period.If there is no statement period during which your balance would have gone into credit,you will not receive any 8% interest. Accordingly we have calculated the refund as follows. Total amount of ppi premiums charged since date £468.41 Total amount of associated interest £71.20 Applicable 8% interest £406.64 Total amount payable £946.25 Can anyone please advise /recommend what my next step should be ,interest seems very low? is there any calculatior i could use to check if there offer is fair. Help.........help

I have a Lloyds issued Mastercard which I used to rent a car. The car rental company ( a UK-only franchise chain) took a £425 deposit by phone. They delivered the car to me and collected it. When they collected the car at 10.25, the collection driver verbally confirmed that the car was Ok with no damage. He did not leave any paperwork. I then got a phone call from the rental company's office at 10.32 saying that I had not left the signed rental agreement and that they would continue to charge me daily rental until I sent it to them. I emailed it to them a few minutes later. The collection driver drove the car to the company's office about 20miles away, a journey time of around an hour. I called them at about 4.30 to confirm that they had the signed agreement and that everything was Ok - which it was. However, I then got a call from them at 5pm to say that they had found damage to the car which I would have to agree to pay for or they would continue to keep the car on hire to me. I explained that I had no knowledge of the damage. They said it was stone chip and the cost of repair would be £150 +vat. I asked to see evidence and they sent me photos. They then refunded part of my deposit, but kept the additional £180. The stone chip was on the rear bumper and was very small - approx 2mm. To cut the story short... I emailed the photos Vauxhall who confirmed that the chip was very minor and a touch-up pen would be sufficient to repair - a maximum cost of less than £10. The stone chip was not noticed on the colletion inspection. The point I made to the rental company was that the damage probably occurred after they had collected the car from me, whilst their driver was taking it back to their base. The rental company have not responded to any of my letters or emails since. I disputed the amount with Lloyds and asked them to refund the amount. Lloyds rejected my claim because, "...the charges were outlined in your rental agreement which you signed." " ...What this means is that you may be charged for additional items such as for any damage found on the car whilst in your possession". I phoned them and pointed out that the car was not in my possession when the damage was found. And that the damage had been found 6h 30mins after they had collected it and had driven it themselves 20 miles to their base. Lloyds said that I didn't have evidence of this because the collection driver had not left the collection inspection check slip. However, I have kept careful phone logs - screen grabs from my mobile, and I have a written statement of the person who handed over the keys to their collection driver. lloyds said that this wasn't enough for them to refund the amount. Before I try to reclaim my money from the rental company by suing in the small claims court, I want to have another go at getting Lloyds to refund it. Do you have any advice, and/or is there any relevant legislation?

Hi. Newbie here. Interested in people's thoughts on a problem I have with part of a newly purchased and fitted bathroom. I purchased a shower enclosure recently and upon fitting, it transpired that in part of the shower tray water actually ran the opposite way from the waste, pooling at the back of the shower. I've had several fruitless discussions with the online supplier who after admitting the tray is faulty are offering to replace the tray but not contribute at all to the cost of removal and refit and are pushing back on the fitter who apparently should have thrown water at it before fitting fully. No prompting to do this are in the supplied instructions. I'm also, given their reluctance to speak to me to discuss the issue and a general evasive attitude, probably wanting to get a full refund (above issue around costs of fitting notwithstanding), however their stance is that they will only refund partially given that I have "damaged" the non-faulty screen by using it. I bought the enclosure as a single piece that included tray and screens and my view is that if one (major) part of it is faulty I should be entitled to a full and not partial refund. Tray isn't sold seperately anywhere I can find. I'd be very grateful for any advice or if anyone has had similiar experience in dealing with this kind of thing. many thanks

I bought an item (item A) via eBay auction on 2nd September 2012 to upgrade one I already owned (item B which I was selling also by eBay auction to end on 9th September). The seller informed me that item A had been sent on 3rd September by 24 hour courier and should arrive on 4th or 5th September at the latest. By 6th September item A had not arrived.The seller contacted courier who said that it was at a depot about 30 miles away but when I phoned the depot, they informed me both by phone and e-mail that there was no record of the consignment nor any deliveries due for my address. On 9th September, the auction for my item B (which I was upgrading) ended and I shipped it on 10th September and was then without something I had been using daily up until that point. On 13th September, the seller agreed to refund me on the basis that item A appeared to have been lost and attempted to do so but needed to confirm their PayPal account and asked me to wait until they had received their confirmation deposits. This he had to do twice for some reason. Being assured that I was being refunded and in need of the item I placed a bid on and won another (item C) via eBay to replace mine (item B) as the one I had bought (item A) seemed by all accounts to be lost. The second item (item C) arrived on 15th September. As a safeguard because the seller's PayPal difficulties seemed a bit odd and because I did not want to end up with two items, I opened a case. On 17th September, after several attempts the seller issued a refund by PayPal which had a note on it stating that it was pending until 21st September. On 18th September (15 days after item A was sent - supposedly by 24 hour delivery), a courier arrived with a package which he asked me to sign for on a wrinkled scrap of plain paper which I did as I had been expecting another delivery. When I saw the box, I realised that it was the first item (item A) I bought which was believed lost. I informed the courier that the item should be returned. He said that reason it had not been delivered was that the paperwork had been lost. I informed the seller who was relieved that the item (item A) was being returned to them. They then told me that as they had sent it using a courier through their employer that they wanted me to deny any knowledge of the delivery should their employer phone. This didn't happen but I agreed to it anyway. On 21st September, instead of the payment clearing, the note said, 'Returned'. I spoke to PayPal who told me that this was because the seller's bank refused to release funds. When I informed seller, another refund was issued which said pending until 28th September but today, 28th September this payment has also been returned. I phoned PayPal who referred me to eBay and was told that if I escalated my case (which I have done) they would find against me because the item had arrived even though I had not accepted it despite the fact that the seller is on record as offering me a refund and that the refund has been initiated twice and that the item had been returned to them. I am now £105 down. But what I find additionally frustrating is that if I buy using PayPal, the money is taken from my account the next day whereas if I am being issued a refund it takes a week. But this cannot be right, surely?!

Hi, I'm trying to get a Kitchen and Bathroom company to return the funds I paid them for goods never supplied. They agreed to pay me nearly £1800 in March 2012 but have failed to do so. This despite going to the small claims court (in Scotland), winning the case, serving the Decree to them, both by Recorded Delivery and then by Sheriff Officers. Debt Collection agencies don't seem very helpful or interested so does anyone have any other advice? It would be much appreciated. Thanks

i bought some rather large disco speakers from an online store and half way through the first use they packed in, but since have started working again. As i gig frequently this kind of reliability i can not afford so i contacted the store and explained i would like to return them under the distance selling regulations and the store apologised, agreed and arranged a courier to collect them. since they have been collected over a week ago though i havnt heard anything from the store and neither has my bank account been re-credited. is there a time frame in which they have to reply with either a reason to not give me a refund and then send the product back or issue me a refund?? regards, G

Hi all, I'm a newbie with a bit of a holiday problem. I have booked a holiday for this October through 118 travel. We have booked a hotel, flights and airport transfer with them. I saw the holiday advertised on teletext holidays, no hotel name. I called 118 and made the booking over the phone, the lady was very helpful told me all about the area and the hotel. However heres the problem, I cannot find any good reviews for the hotel, in fact they are all pretty dire. Is there anything I can do at this point? I have Emailed the lady today explaining my reservations about the hotel and have asked if we can change the booking or get a refund. No reply yet, I just wondered if I have any rights at all? Many thanks for taking the time to read.

Hi everyone, i was just doing some research on SOGA and came across this site. i would really apprieciate any help and advice as im starting to feel like giving up. In december 2011 i purchased a pram from a local independent nursery shop. It was meant to be a top of the range pram (Icandy) that to be honest we couldn't really afford but thought it would save us money in the long run as it would last and we would never have to buy another pram. It is a pram that can convert from a double to a single but after my baby was born in Dec my toddler decided she wanted to walk short distances so i was just using it as a single unless we went further than the shops, i also never folded it up as i don't drive. I am just pointed this out as i didn't really heavily use the pram to it's full capacity (ie. with 2 3yr old toddlers in it)and really looked after it as it was soooo much money. then in the middle of march i was walking with my baby in it and the handle started to feel loose so i rang the shop and they said to bring it in. The next day the handle fell apart in to 2 pieces, the whole chassis of the pram felt loose and like it could collapse at any moment just with a baby in it, and would have been dangerouse with my toddler in it aswell. I took it back to the shop and told them that i wanted a refund as i no longer trusted the brand. They said they would send it to Icandy to make sure it hadn't been misused or 'hit by a bus' unbelievable! And that Icandy had a 48hr repair and return system. they then dragged out some manky old buggy to put my baby in, i refused and they gave me an Icandy chassis to put by pram seat on which i was happy with. They rang me 2 weeks later saying the pram had been fixed for me to pick up (this proves to me how badley faulty the pram was as it took them so long to fix not 48hrs). At this point i said i wanted a refund and they just kept putting me off saying the manager wasn't there. I then sent them a letter asking for a refund, stating SOGA and saying that i would take them to a small claims court. They sent a letter acknowledging my letter then i didn't hear from them for a month so i sent another letter which they have ignored. sorry for such a long post but just want you to know all the facts. Also i paid on a visa debit card. Thanks,

Hi I received a refund from barclaycard of £312 on 31st August 2007, for overlimit/late payment charges. I had written to them again recently to get a refund of charges since then, and this time i got turned down. They said that the £12 charges comply with relevant legislation and guidance, and this is a final response to my complaint. Whilst i can understand them saying the £12 charges comply with relevant legislation, this was also the case the last time, yet they did refund the charges then. I'm a bit confused by this and not sure what my next move, if any, should be? Any advice anyone?

i applied for a loan not so long ago and it said about a processing fee. i didnt have to tick any box to say they can take the money but then today money had gone from the account. will i be able to get the money refunded back to me??

Hi again all Having followed the excellent template letter and spreadsheets on here i filed a claim with tesco two weeks ago. They have replied today agreeing to refund the £80 odd (not a lot but its a start for me ) but still state and i quote "for accounts in arrears, refunds will be paid in to the credit card and the remainder sent by cheque" i stated in my original letter "that I request that payment is made directly to me, by cheque, and that any refund in whole or part should not be allocated to any set off or third parties. Should this occur, my claim will be deemed as unsettled and I will proceed to the Courts for recovery." So far i have drafted the following reply does this look ok to you? I have signed the acceptance form they provided but crossed through the part were they mention payment back to the card. "Dear Sir/Madam Account Number Thank you for your swift reply to my letter. I accept the refund of £xx.xx but would note to you that I request that payment is made directly to me ,by cheque, and that any refund in whole or part should not be allocated to any set off or third parties. Should this occur, my claim will be deemed as unsettled and I will proceed to the Courts for recovery. I look forward to hearing from you again shortly. Yours Faithfully" thanks again in advance

I have just received a decision from my mortgage lender Norther Rock who are admitting fault. They are refusing any compensation because they paid out on a claim I made. They calculated that what I paid was under what they paid out and therefore were not prepared to make a refund. By dint of the fact they were in the wrong, am I not entitled to some compensation despite making a claim?

I bought a new tyre for £47.50 from a local garage, when I went to pay my card was declined, it shouldn't have been there was plenty in the account. I paid in cash, when I checked the bank later the money had come out my account, at the time of the transaction the bloke in the garage said there machine was playing up. I went back to the garage they refunded the money back to my card. A few days later the garage called and said the money hadn't gone into their account, I phone my bank they said nothing they can do its an error the other end. The garage are now calling me two or three times a day demanding I sort this out. My bank say its not my problem, they are saying it is. Can I legally tell them to stop harassing me?

I was out of work for 3 months in the last tax year. I have been told that I am not entitled to a refund. I thought that if some one was out of work for a period of time in a tax year, they were entitled to a tax refund. Thanks

Hi all . Over the bank hol I have had over £500 taken from my bank account from CFO when I already have a debt plan set up and agreed with the CCCS and them. The bank have told me I have to speak to the company to get it back but I know they wont simply refund and it is my rent and council tax money they have taken. Can anyone suggest what action I should take as I have tried to email CFO this morning and had no reponse yet and need the money back urgently to avoid being evicted or in rent arreas. I have proof they have accepted my debt plan payments over the last 3 months. thanks Emma

After a long drawn out procedure appealing two PCNs sent to a previous address and following two separate visits to my house by same bailiff, rejection of my out of times by the London borough, I had a court date in July and my two out of time applications were allowed by the presiding judge. The LB did not turn up. However I have found it impossible to get money back from the council. They are saying that because the order did not specifically say that charges must be refunded then they won't give me any money back. Has anyone experienced anything like this? I am minded to sue the council in a separate court action as well as the bailiff because I found out much later that the bailiff had over-charged me. Never had a parking ticket before, so this was all new to me. I have emailed the court several times since then and they kept saying the order stands. The latest communication from the court said that the case has now been sent back to Northampton. Does that usually happen?

Hi, 2 years ago my husband bought me a beautiful 18 carat white gold diamond engagement ring from a prominent high street jewellers. In May I noticed it had lost its sparkle. I sought the opinion of an independent jeweller who felt it was cracked. He explained that the chances of this happening are about a million to one, but that someone has to be that 'one'! I had insurance bought specifically for the ring from the original jewellers, so took the ring back and asked to claim on the insurance for accidental damage. I won't go into the details but the customer service I received was disgusting. The 'report' came back to state that it was not a crack but an inclusion. The mark could be seen from 6 inches with the naked eye and was NOT there when my husband bought it. I took it to a further independent jeweller who was equally disgusted with the way I ahd been treated and also felt that the stones as cracked. However when she looked closely at the ring she noticed its is NOT HALLMARKED! It has never been re-sized and only re-rhodiumed once. It has been to QA and head office of the high street jewellers and no one noticed it. I took it in to the store and asked for a replacement. They obliged and ordered me a ring. It came and was sent off for valuation which they agreed to do as a 'gesture of good will'. I requested that the diamond be sent for 'mapping' of all the flaws - they initially refused as this would mean taking the diamond out of these setting (£100) and then resetting it (£100). I spoke to the area manager who then agreed to do this. Having spoken to my husband and friends I've actually had enough and don't want anything more to do with the high street jeweller. Speaking to the independent jeweller he explained that the ring is poor quality, the shank is too thin to last a lifetime and the stones are not set well enough and will at some point fall out. I need to point out at this point that the jeweller stands to gain nothing from me, this has all been free and impartial advice. So now I don't want a new ring. I want the money back (the ring has gone up from £650 in 2010 to £999 now) but the current value. I also want to keep my original ring as it has sentimental value, and the jeweller has explained that I could have the shank at the back replaced with a wider, stronger shank, much better (not cracked!) centre stone and secure the shoulder stones - but obviously done by a very experienced independent jeweller not the high street jeweller!! (Wouldn't trust them with a barge pole now). So what I want is the £999 and to keep the ring. Having looked at the Sales of Goods Act I found this passage: If either a repair or replacement is not possible, or the cost is greater than the value of the item ( disproportionately costly ), or the customer claims either option is taking an unreasonable amount of time or is causing unreasonable inconvenience, the customer is then entitled to keep the goods and claim a price reduction from the retailer to compensate them for the fault in the goods - this would be the difference between the value of the product in perfect condition and the value of the product in the faulty condition Now as my ring is unhallmarked it is worthless - there's no way to prove it is 18 carat white gold. My interpretation of the paragraph above is that I could keep the ring and claim the £999 as this would be the value of the product in perfect condition and a form of compensation. To be honest if I managed to get the original £650 back I would be happy as this would pay for the alterations on the original ring. I know any warranty etc would be void but I want nothing to do with the high street jeweller after this anyway. Would this be right/possible? Any help would be greatly appreciated! Oh and the 'compensation' they sent me in the post was a £20 gift card and a compliments slip!!! I was insulted!

Hi all, we booked a weekend away this week at Pontins we paid in full over the credit card and after reading the reviews i called Pontins in the hope of a refund, they told me i have no right to a refund. I said after reading these reviews we feel we have an exceptional circumstance as we have a disabled child and do want to bring him along, the reviews are awful thety state it is dirty and unsafe but pontins state otherwise on the phone. If we get their and complain it unsafe and dirty do i have a right to a refund? i thought this was normal policy for the likes of hotels etc? can some 1 please advise if this is the case or not?? Thanks all

hi, i was wondering if anyone can offer any guidance and where i might stand in terms of a complaint. i ordered a new term of bt infinity back in may of this year and suffered two months of follow up calls and so on because i wasn't getting the service they had sold me. it wasn;t until the end of june when i was getting the proper service i requested a refund and got one for the first month. .i then asked for money off for the rest of June when i also experienced problems.. i have paperless billing .. I noticed that my bills showing seemed to stop at June and i phoned to chase this up.. i wanted upto date bills ..the first time i called i was told there would be a delay because of the Olympics postal delay (even though it was paperless), i phoned up a couple of weeks ago thinking that i was in credit and indeed it was confirmed on the auto balance phone number and by an employee that i was £55 in credit on my account. i was going to set up a direct debit when everything had calmed down. .i was also budgetting around this assumption. on the 16th of August i saw online that my bill had come through for August and that i owed £97... needless to say i cannot afford this because i'm on Incap and i feel i have in effect been penalised for their fault in billing. .what can i do? thanks in advance for any help you can offer.

Hi guys I have recently moved from Wolverhampton to Birmingham. I know I need to let Tesco know about it, but haven't had time yet. I know they will want to charge me an admin fee for it which I can sort of understand. I have done a quote check for the new address on their website with exactly the same details as with the original quote from Wolverhampton and it came out nearly £200 cheaper. Will I Tesco refund me the difference? Am I entitled to it? Obviously it would have to be pro rata cuz it started end of April. Also, I paid upfront for the whole thing. Will be grateful for any tips. Cheers

:-)Hi, I'll try to keep this as short as possible. Basicly, i purchaced a car Vauxhall Astra 03 plate 1.8cdti, on 23.7.12 £1.5k, paid on my Visa debit card, from local car dealer, got no logbook with car, got told to go to post office to apply for one, just the m.o.t and a bit of service history, on my receipt it says 'Trade Sale'. We drove the car home (2 minutes away), Engine management light on and car wouldnt lock with keys. We drove car straight back and its been in the dealers posession ever since. (3weeks today) !!. In this time the car has been in 4 different garages (Including vauxhall) for diagnostic's & repair and still isnt fixed. When we checked on Friday with the 4th garage the car is in for repair at, mechanic said no parts have been ordered and thay are chocca with work so trying to fit my car in as/when they can. So,,, I decided to reject the car under the s.o.g.a on friday, as dealer promiced it would be fixed by that day, and if it wasnt he would refund me the money. When we went in on Friday for my refund, he refused as in his words 'he is still trying to fix it'. and if i want a refund i can take him to court. We have been lied to constantly about repairs over the past 3 weeks, 'its had this part fitted and that part fitted, parts are on order, bla bla, etc' . And basicly all communication has now broken down with dealer, as i relly lost the plot on friday, and gave him a right mouthful. So, ive returned the m.o.t & papers, etc, to dealer (kept my receipt tho) and given them a letter by hand, stating im rejecting car under s.o.g.a as my solicitor told me to do this, giving them 7 daysin writing to refund me the money. I paid for car on my Visa debit, i rang my bank, they are refusing a chargeback, saying they dont get involved with car disputes, yet i only had the car in my possession for about 15 minutes, as it was returned straight to the garage and theyve had it ever since. So car dealer has my car and my money and im in no man's land. Please any advice would be welcome, i was offered a hire car by dealer while my new car was in for repairs, but didnt need one as i still have my old car. I just want my money back, help ! Thanks for reading jackie x

At the beginning of July I ordered £260 worth of goods online from Asda, of which only £105 worth was delivered. I immediately called the store and spoke to the manager, who informed me he didn't know how to do a refund but would get someone to process it first thing in the morning. I duly went out to buy all the stuff that wasn't delivered from Tesco. At 3pm the following day I got a call at work from an Asda delivery driver who was trying to deliver the missing goods. I explained I had already been out and bought them elsewhere and had been promised a refund. 5 days later Asda took the full amount of my original order from my account. I called again and was put through to the manager again. She told me all she could do was take a message, but promised me 'someone' would call me the following day. No such call was received. I then complained via the main Asda Groceries contact us form and received an email promising they would 'look into it'. (It took some time to decipher the email as the grammar was appalling and there were numerous words missing from sentences). I am STILL waiting for my refund, or at least a call from someone to tell me what, if anything, is being done. I am a single parent and barely get by each month - I simply cannot afford to be out of pocket by £155, at this rate we'll be sitting in the dark with no gas or electric as the meters are nearly out of credit