How long should I wait for a response to a refund request?

Space Dog · 06-01-2022 10:09am #1

I had a PCR test at a Randox test centre scheduled 4 weeks ago. In the end I didn't need it, so I cancelled the appointment via their cancellation form. I cancelled well in advance of 24 hours before my time slot (as requested). I got an automated reply that if I was waiting for a refund it would be dealt with "in due course".

3 weeks later I still hadn't received a refund or a reply, so I contacted them again via their contact form (and their hotline, but I gave up after being on hold for 50 minutes). It's another week later and still no reply.

What are my options here? Tell them I'll request a chargeback if they don't reply and give them an ultimatum? I know they're busy but I'd expect a least a basic personal reply by now.

endofrainbow · 06-01-2022 4:00pm

I don't think a chargeback will apply as you cancelled (I could be wrong though). I would they are inundated with emails. Sit tight for now.

mondeoman72 · 06-01-2022 7:47pm

Do the terms and conditions offer refunds?

Space Dog · 07-01-2022 7:27am

https://www.boards.ie/discussion/comment/118427951#Comment_118427951

There's no way to e-mail them, you can only fill out enquiry forms :/

It's really the lack of engagement that annoys me, I've cancelled a test with a different provider in the past when I had to move travel dates and the communication around the refund was dealt with swiftly and efficiently.

https://www.boards.ie/discussion/comment/118429384#Comment_118429384

Yes.

AngryLips · 07-01-2022 8:48am

Anything over two weeks is excessive for a refund request.

whomitconcerns · 13-01-2022 12:36pm

Currently they have a huge backlog due to legal requirements changing in UK etc. I am waiting since early December for a refund. Just have to wait it out....

Space Dog · 13-01-2022 3:08pm

https://www.boards.ie/discussion/comment/118467044#Comment_118467044

Thanks, that's good to know. Did you at least get a response from them? I've emailed them again but nada, I don't really want to be on hold for hours again trying to ring...

whomitconcerns · 13-01-2022 4:27pm

Eventually I got a mail from their support... Nothing big on there just they know they owe money and it's taking ages at the moment

Space Dog · 02-02-2022 5:04pm

I got my refund, had to ring them up though as my written enquiries and e-mails were not answered. Ringing first thing when they open is key, couldn't get through in the afternoons.

How long should I wait for a response to a refund request?

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