Concerned about some half-baked responses to her request for a refund, Helene Fletcher asked Crusader for help. The £76.28 payment had left her £56.12 out of pocket after she had picked up her Pizza Hut order. But this was not about the dough, she stressed, more the time-consuming struggle that she wouldn’t want others to go through.
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“It has taken weeks, I have been promised the money, but not getting very far,” she explained.
“When I collected the pizza I tried to pay twice by my credit card and both times it was rejected. Then I tried with my debit card which also failed, yet just prior to that I had used them elsewhere with no problem.
“Fortunately had enough cash on me to settle the bill, but I was feeling pretty anxious at this point and forgot to get a receipt.”
When Helene saw from her statements that the rejected payments had gone through she took it up with both Pizza Hut and her bank Nationwide.
After showing the proof to Pizza Hut, it confirmed it was sending a refund. “I’m still waiting though,” said Helene. Nationwide also closed her refund claim as she had no receipt to prove she had then used cash to buy the pizza.
Pizza Hut has now sorted the refund and added a £30 goodwill voucher. We also alerted Nationwide to Helene’s problem and it has come up trumps for its customer with a goodwill gesture refund.
When thanking Crusader and also Nationwide Helene had this takeaway: “I’ve learned no matter how worried I am I must always remember to get a receipt. I hope this helps systems to be improved too.”