What happens if I close my account or change bank?

Case 1: My initial account is closed, but I have another account with the same bank.

The bank will probably be able to redirect the repayment to the active account, provided that both accounts are in the same name. Allow up to 5 working days for the transaction to be completed. If you still do not see your refund, please contact your bank's customer service department to find out how to track it.

Case 2: All my accounts with the original bank have been closed.

In this case, the refund may have been refused by your former bank: in this case, we will ask you for a certificate from your former bank confirming that the transaction (ARN transaction number required in the letter) was indeed refused. Upon receipt of this official letter, we will refund the amount in another way (bank transfer or voucher).

Alternatively, it may be that your old bank has received the refund.  In this case, it is probably blocked in your original bank linked to the payment of the order. We recommend that you contact the bank to obtain a refund. If the bank has difficulty identifying the transaction, we can provide you with the ARN number (transaction number) you need to send them to find it.