Not upheld: delayed refund processing and dispute resolution complaint against Lendable Ltd trading as Zable

Decision detail

Summary

Miss P complained that Zable delayed processing and applying refunds from an international retailer M for two transactions of 600 USD each made in August 2025. Although M processed the refunds on 20 August 2025, they were not initially credited to her Zable credit card. Miss P contacted Zable on 30 August 2025, but the dispute resolution process was complicated by the fact that the refund was processed as a refund rather than a reversal (subject to currency exchange rates), and Miss P provided incorrect transaction dates and evidence of a third transaction made through a different card provider. Zable ultimately identified and credited the refunded amounts of 463.91 GBP and 459.55 GBP on 24 October 2025, approximately six weeks after the formal dispute was raised. The ombudsman found that Zable's handling was reasonable given the circumstances and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that while the service from Zable was not perfect, the complexity of the situation justified the time taken. The refund was processed as a refund rather than a reversal, meaning it was subject to currency exchange rates and different dates and amounts. Additionally, Miss P provided incorrect transaction dates and evidence of a transaction not made through Zable, which hindered the tracing process. Despite these complications, Zable identified and credited the funds within six weeks of the formal dispute being raised, which the ombudsman considered reasonable rather than unreasonably delayed.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website