We hired a campervan through National Motorhomes in August last year. It took a £1,250 deposit, to be repaid four weeks after we returned it – in our case, Christmas Eve. But despite repeated requests, it has failed to refund us.
I was first told the money would be back in my account in five days. Then it would be 10. Now it claims the credit administrator is off sick and “might be back tomorrow”. SG, Lincolnshire
Take a look online and you will soon see you are not alone. The firm blames a “handful” of refund problems on it changing its merchant services provider last October.
“We can only process the refund manually, causing a delay. We do apologise and are now working with our software providers to establish the solution,” it says.
This reader, and another who had similarly complained, have since been refunded. But this company and MotorHolme, which operate out of the same address in Bourn, Cambridgeshire, have a history of problems. I would urge readers to read all the reviews before handing over any money.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to terms and conditions
