Hi, I believe there is a facility for you to claim direct debits from GoCardless according to them https://support.gocardless.com/hc/en...ess#question_1
Thomas Cook
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25-09-19, 10:18Gump72Re: Thomas Cook
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25-09-19, 11:55cricketerRe: Thomas Cook
I paid for Thomas Cook flights through lastminute.com. What do you suggest that I do?
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25-09-19, 12:17Tesco-BankRe: Thomas Cook
We would suggest that follow the instructions above but it may be worth contacting Lastminute.com directly to see if they are able to provide further assistance - Joe
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25-09-19, 13:29lisabirch01Re: Thomas Cook
Hi, we originally paid for our thomas cook holiday in full on my tesco credit card back in March and then paid the credit card off. Due to the collapse we will be claiming through ATOL on the 30th September, they have state claims will be refunded within 2 months. As we was due to fly first weekend of November we have rebooked and once again paid for this on my tesco credit card, my question is as I haven't been refunded yet and I have had to book will I be charged interest on that amount I paid for my second money or is this covered on my credit card insurance?
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25-09-19, 13:37Tesco-BankRe: Thomas Cook
Please privately message us , with your full name, DOB and postcode, and I'll look into this for you - Joe -
25-09-19, 15:38GhostWalkerRe: Thomas Cook
I have the same question as shimmer. I too submitted a claim to Tesco Bank under section 75 of the consumer credit act for lost Thomas Cook flights. I too received an email saying Tesco Bank were awaiting industry guidance. Why is there a need to wait for 'industry guidance' when a refund under section 75 is a legal requirement??
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26-09-19, 08:26JintymacRe: Thomas Cook
Hiya,
I absolutely mean no disrespect with this answer, but I myself made this mistake....have you checked your sent box to see if it's gone correctly?
I thought mines had gone at first, but hadn't, then I sent a test email with all my attachments to my husband first to check if I was on the right tracks. As I say, no disrespect. Hope we're all successful in getting everything back! ? -
27-09-19, 17:23GhostWalkerRe: Thomas Cook
No response to my query and just received another email
'Alongside other banks and card issuers, we continue to await specific industry guidance on the next steps on processing your refund. We expect to receive this no later than Monday 30th September.' Again the question - why? -
27-09-19, 17:40PotentialRe: Thomas Cook
Hi to everybody as we all know Barclaycard and Nationwide has already refunded their customers however Tesco bank are delaying the refund although it is clear that under section 75 we are all entitled to a refund as we have not received or we will not be receiving any service.
So please Tesco bank we all got holidays and flights to rebook send us the refund -
27-09-19, 18:29ShimmerRe: Thomas Cook
Hi. I have received another update email to say that claims are not moving forward as tesco bank is awaiting further guidance. What guidance? Can anyone explain?? Anxious to know that our claim us progressing.
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27-09-19, 18:49TrinhORe: Thomas Cook
Hi there, I appreciate the frustration that this situation must be causing. At the moment, the email that you have received, has the most up to date information available. When we know anything further, we will be back in touch with you again.
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27-09-19, 22:04pleasantRe: Thomas Cook
Hello. I'd like to know who you are awaiting this 'guidance' from please?As previously pointed out Section 75 claims are are a legal requirement so they shouldn't need guidance.If I didn't know better, I'd suspect banks/credit card companies are trying desparately to find a way out of their responsibilities.
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27-09-19, 22:30annstann1Re: Thomas Cook
I have a villa booked separately from Thomas cook flights. How long for a refund regarding Thomas cook ? If flight prices escalate beyond my budget due to delay in refund can I claim back cost of villa which was paid with Tesco credit card?
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28-09-19, 09:05Tesco-BankRe: Thomas Cook
, we're waiting on specific industry guidance from the likes of the CAA and other organisations. We'll receive this no later than Monday 30th September and as soon as we have further information, we'll be in touch. , we don't have a specific timescale at the moment, this is due to us not having above mentioned guidance. I'm afraid, we're unable to guarantee refunds in relation to the villa, however, you can discuss this with the Disputes team who can clarify this for you. They can be contacted [email protected].
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28-09-19, 13:43pleasantRe: Thomas Cook
wrote:
, we're waiting on specific industry guidance from the likes of the CAA and other organisations. We'll receive this no later than Monday 30th September and as soon as we have further information, we'll be in touch. , we don't have a specific timescale at the moment, this is due to us not having above mentioned guidance. I'm afraid, we're unable to guarantee refunds in relation to the villa, however, you can discuss this with the Disputes team who can clarify this for you. They can be contacted [email protected]. Well, I've read through Section 75 of the Consumer Credit Act and I can find no reference to the creditor (Tesco Bank) being jointly and severally liable to the debtor (those making a claim under S75) subject to any guidance being received from a trade body associated with the supplier.I can understand waiting for guidance for non S75 claims, but not straightforward S75 claims. They have nothing to do with the CAA. -
28-09-19, 17:06ClosetchimpRe: Thomas Cook
I have to agree with the previous posters, guidence should be sought for non clear section 75 claims. But when, like myself, customers have purchased flights direct from Thomas Cook and have provided the relevant invoices showing its a direct purchase from Thomas Cook then why are tesco waiting for guidence?
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28-09-19, 20:26GhostWalkerRe: Thomas Cook
Still no explanation from Tesco as to why they are not processing Section 75 claims now - I still cannot see what it has to do with the CAA or other banks, crack on Tesco and refund our money, we've replacement flights to book and pay for!
For info, I did read somewhere that if replacement flights cost more than the original TC ones we can claim for the extra cost. -
28-09-19, 20:37PotentialRe: Thomas Cook
Hi
why are you still waiting for guidance from the CAA when when other banks like Barclay and nationwide have already refunded their customers without even waiting for further guidance??
I had a package holiday with travel Republic and they refunded me within one day.
I am sure you do not want your customers saying "" if you do not refund us the money we will not be be paying it back ""
Also I want to make something Clear to our community that it's not only flights booked directly with Thomas Cook should be refunded but also third party travel agents flight booking
customers who paid their flights through a third party travel agents should start a chargeback against them with Tesco Bank as this travel agents are still in business and they should provide the service they have been paid for -
28-09-19, 20:40PotentialRe: Thomas Cook
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29-09-19, 09:58starwarsclarkRe: Thomas Cook
Good morning, thank you for posting the information. Yesterday we sent two separate emails for two different booking claims with Thomas Cook. We received one email acknowledgement from yourselves, but not for the second application. Please could you confirm if we should expect a second confirmation of receipt?Thank you.
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29-09-19, 10:01RossMRe: Thomas Cook
Hi , I don't believe you would receive a second confirmation. Each email address would only receive one to my knowledge.
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30-09-19, 08:42Gump72Re: Thomas Cook
Tesco, still waiting for you to reply. I’ll keep asking until I get some sense. It is certainly starting to feel like you are dodging answering people here. We just want to know when YOU are going to refund us.
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30-09-19, 09:42Gump72Re: Thomas Cook
_Bank
I’ve emailed twice and had no response. Can you advise what is happening as you said you would on the 30th
Thanks -
30-09-19, 09:53CorrieRe: Thomas Cook
Like everyone else I am concerned about the lack of information as regards refunding us under section 75. You are legally obligated to refund us and I do not understand why you have not done so. The CAA is not the one responsible - you are as our credit card provider. Please tell us when you will be refunding us our very hard earned money!
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30-09-19, 10:25ChristopherPRe: Thomas Cook
Any customers who've registered a dispute via email will receive contact from us in due course. We will deal with any claims made in the order we receive them and update each customer individually. Once we have further information, we will notify all customers. Apologies for any inconvenience.
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30-09-19, 15:20PotentialRe: Thomas Cook
Hi
what update are you talking about?
section 75 is a clear and the CAA has confirmed if your flight is not ATOL protected then go back to your credit card
Other banks have already refunded their customers so why are you dragging it on?
so basically give us a refund asap so we can rebook if not then then we will not be able to pay the money back -
30-09-19, 15:49ShaunLRe: Thomas Cook
some interesting usecases here https://www.financial-ombudsman.org....es/2921/86.pdf I recommend applying for any consequential losses difference in flights etc. There is an element of being reasonable though. I haven’t managed to find any information on how long a section 75 should take but I expect if it hasn't been resolved by day 30 I'll raise a complaint with the FO. There is no reason to block on the CAA. Tesco bank have been pretty good in the past I'm a bit disappointed so far with this incident though. They must have a lot of claims to process. I had to get a family member to rebook our flights so I'm really not happy. (targeteed more at thomas cook though)
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30-09-19, 16:34Taffy45Re: Thomas Cook
Why the delay when refunds are being made by other finance institutions. Not good enough appears charge back which is not a legal entitlement are beign paid over and above section 75 claims. Just not good enough
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30-09-19, 18:17GhostWalkerRe: Thomas Cook
So, just received another generic email from Tesco Bank saying that any non-ATOL protected customers should make a claim to their bank. How has that advise changed anything since last Monday? We're now a week on and I've not received any targeted emails, only general emails to all people that have claimed telling us ... well, nothing! Original claim submitted on the 23rd at 10:16am, how long before I'm contacted directly regarding my claim?
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30-09-19, 19:16Tesco-BankRe: Thomas Cook
Hi , I'm really sorry about that! We are keeping all of our customers up to date with any news we have, however we don't have a timescale for when you'll hear about your claim directly. I apologise that I can't be of more help, but please bear with us and we'll be in touch as soon as possible - Ainsley
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30-09-19, 20:45CorrieRe: Thomas Cook
I’m not sure what you mean by ‘news’. We have yet to have anyone confirm that claims are being processed under section 75 and that is what is causing the distress and upset. You must have an idea by now how many customers are affected and the time frame for processing refunds.
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30-09-19, 20:48Tesco-BankRe: Thomas Cook
As I confirmed above, we don't have any further information for you at this time. Our Disputes team will be in touch as soon as possible. I'm afraid I can't offer anything further at the moment - Ainsley
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30-09-19, 21:02CorrieRe: Thomas Cook
Thanks for replying so quickly Ainsley but the fact that you have been left to reply to the Tesco bank community without having any information or answers sums up how badly Tesco bank is managing this situation. It is doing nothing to alleviate customers anxiety during what is already a stressful time.
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01-10-19, 08:33Tesco-BankRe: Thomas Cook
We understand this is an extremely stressful time for all customers affected, as you can appreciate, we have a high number of claims being processed and our Disputes team will be providing customers with an update as soon as they can. Apologies for any inconvenience caused – Clare
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01-10-19, 09:46Captain_CutlassRe: Thomas Cook
Hello, Can you update us with the number of section 75 refunds you have processed to date in respect of Thomas Cook payments? Thanks Captain
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01-10-19, 10:33Tesco-BankRe: Thomas Cook
Hi there, I'm sorry, I'm afraid we're unable to confirm this for you. I can assure you that our Disputes team are working through the claims as quickly as possible, and will be in touch with you directly regarding your claim – Clare
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01-10-19, 10:48Captain_CutlassRe: Thomas Cook
Ok, I understand if you don't know the exact figure. Can you tell me if the answer is A) Zero, or B) More than zero? Captain
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01-10-19, 14:33Captain_CutlassRe: Thomas Cook
I think we’ll draw our own conclusions from the lack of response there. The handling of this process has been utterly shambolic and the occasional vague and generic messages from low level paper shufflers is doing nothing to pacify or inform your customers. Cut the nonsense and give us proper answers, what’s going on here?
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01-10-19, 14:53Tesco-BankRe: Thomas Cook
We don't have any further information at this time, . We will keep our customers updated as and when we get more news, however there's nothing else that we can tell you now - Ainsley
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01-10-19, 15:32GhostWalkerRe: Thomas Cook
Day 8 since I submitted my claim and still no direct contact from Tesco Bank