VH email - unable to process refund?

[Wisteria]

Sorry, another Virgin Holidays question! 🙄

My refund is due for my cancelled August trip with VH and I've received an email from donotreply@virginholidays.co.uk to say that they're having issues processing it due to an issue with my payment card. It includes a link to confirm card details and an email address to contact if I want to check that the email is legitimate. I've emailed and received a response, which seems genuine, but I'm still slightly sceptical because I'm not aware that my card has changed.

Just wondering if anyone else has had the same email?

[DonaldsNo1Fan]

We had exactly the same. Don't know why they couldn't process the refund as the card I paid for the holiday with is still valid. I filled in the form on the link with another account and the refund came around 7 days later.

[nanu]

I think I would contact them by some other means just to double check it is genuine. Can't be too careful with all the scam emails going around. They send out thousands and it only takes one to hit someone who may be waiting for a refund and bingo.

[travelmam]

I had the same issue with a recent refund from Virgin Holidays, where they paid the biggest portion of the balance into my Barclays account, but could not pay an outstanding amount of £1080 which was originally paid from the same acccount. Therefore sending the same email you have received requesting details of account so could pay the outstanding amount, I forwarded the said details and received the said amount into my account within five working days. Hope this rest assures you that the email is genuine 😀

[Guest]

We also had this and hadn’t changed cards.
The rest of the refund came through fine .

[DonaldsNo1Fan]

Nanu is right you really have to be careful with the amount of scams going around.

If it helps so you can check your email is genuine, the first email we received from VH to tell us our refund was not successful was donotreply@virginholidays.co.uk which is the same as you.

Within the email we were informed that we could contact Feedback.BackHome@virginholidays.com to check the email is genuine which we did and they responded that the email was genuine. This email address also appear on VH website.

The link to add your account details started with
customerpayments.virginholidays.co.uk/BankDetails/Add, Followed by a unique number for your holiday.

If yours matches the above you should be ok as we got our refund ok.
If still in doubt try giving them a call (if you can get through)

Hope this helps.

[Wisteria]

Thank you. I think I will try contacting them, just to make sure, but it definitely sounds like the email that others have mentioned.

[Guest]

Very interesting..
I’ve just now had an email back from virgin about this and they said they don’t store card details longer than 12 months so the code they get runs out for them to refund which is why we have had the message .
I know for a fact the amount I’m waiting for is the original deposit which was indeed paid over 12 months ago so explains why a lot of us have had this email.
They should just state this is the original email they sent out but atleast we know now .

[Guest]

It's genuine, we had the same, loads have had it on the FB refund group, we filled it in and had our refund paid in our bank 3 days later.

[ShenleyAnne]

The email they send saying they are now processing your refund has some details about what they'll do if they can't process for whatever reason. It says this:

To give you extra piece of mind that the email is genuine, is from us and is not fraudulent, it will contain the following:
- Your booking reference
- A link that takes you to a secure web page at the virginholidays.co.uk domain
- A contact email address for us, should you want to check in with one of our team

Does the email you receive have all this?