Thomas Cook delays credit card claims

Credit card customers are waiting months for refunds as providers are still swamped with Thomas Cook claims four months after the firm went bust.

The 178-year-old travel agent went into administration in September, prompting thousands of customers who had booked trips on credit cards to submit refund claims. But the volume of requests has left Barclaycard holding up other refunds.

The company said it had received an “unprecedented” number of claims since the collapse.

It added: “We’ve worked tirelessly to resolve all claims as quickly as possible, while maintaining our high quality standards. However, due to the volume of cases, our overall timescales have been affected.”

Telegraph Money reader Alan Murray, 67, made a £475 refund claim in October for a cancelled stay in a holiday cottage, but the payment had still not been processed last month. Refunds normally take 30 days.

Mr Murray had put in a “chargeback” claim to Barclaycard on Oct 23, wanting the company to recover the money from the bank of the cottage owners.

During the wait, Mr Murray called Barclaycard three times, and each time was told Thomas Cook claims had caused the delay. Barclaycard provisionally credited Mr Murray with the cash on Jan 20, but retained the right to take the money back if the cottage disputed the claim.

The claim is still being processed, but Barclaycard waived its rules and made the £475 refund permanent when Telegraph Money intervened.

Mr Murray said: “I wish Barclaycard had acted three months ago, to strike while the iron was hot, then all the considerable hassle and worry would have been avoided.”