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We booked a hotel with Voyage Prive using our John Lewis credit card.
Voyage Prive have cancelled our stay and offered us a refund.
John Lewis have stopped using Mastercard and swapped to Newday and we had to apply for the new card.
How are we going to have a refund issued to a card that no longer exists?
I believe they have to attempt the refund on the previous card, wait for it to fail, then refund it to a different card because of the PCI DSS rules. It's what we do at work (similar industry) and have had the same issue with these John Lewis cards. It's a pita.
You could call them and ask them what their process is. You won't be the only one.
What drew says … or the “seller” needs to arrange alternate payment back to you. Bacs / chaps is one we suggest to our clients as this can be made from their bank accounts to yours. Believe that gets around the “money laundering” issue of trying to refund the money to a different card.
I would speak to them as soon as you can and Agee when and what is happening.
We've just had a 5 month wait finally resolved last month with HSBC in similar circumstances. Excuses around anti-fraud but also broken promises. It took a notice before action for someone senior to finally phone us and issue the refund while we were on the phone last month.