Last year I booked two first-class flights with British Airways to Boston for our honeymoon using saved-up Avios points, paying the additional £1,350 due in taxes with my American Express card.

However, the flight times were changed and we had to cancel. The problem is my refund has got lost.

BA says it refunded the amount to my credit card, but American Express insists it was returned to the airline because my card had expired. However, it won’t provide evidence of this transaction, which BA says it needs.

I’m now in the absurd position where BA says it has refunded the money, but American Express says it hasn’t got it, and no one will take responsibility despite weekly calls to both. Beyond calling the police, you’re my last resort.

It has been almost six months and both companies are refusing to do anything, leaving me hugely out of pocket.

OR, London

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Getting your money back for this trip has been a nightmare.

American Express says that because your account had been closed for some time, when it received your refund from BA, it returned it to the airline so it could deal with you directly.

This may well have occurred, but you were unable to move forward as BA told you that, even if a card has expired, usually refunds are issued to the account holder, via the bank or credit card company, which then passes them on to the customer.

It wanted American Express to provide proof the money had been returned before issuing another refund (which it wouldn’t do). This left you being bounced back and forth between the two for months.

American Express says all its processes were followed correctly, but it acknowledges you have had a frustrating experience and waited a long time for your money. As a gesture of goodwill, it has sent you a cheque for the full amount.

You are glad to get your money back, but are unhappy about the treatment you have received and are taking this matter to the Financial Ombudsman Service.

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