The transfer is still carried out, and generally, the bank of your previous account receives the sum, processes the payment, realises that the account does not exist and freezes the sum while waiting for it to be released. In this case, three days* after receiving the email containing the refund confirmation from us, you can contact us asking for the refund ARN code (acquirer reference number). It is a unique code created when a credit card transaction is processed. This reference number is often used to locate funds or trace a transaction within the bank. Once you have obtained this code, all you have to do is inform the bank so that they can find the transaction, release the funds and send them through to your account.
For your information, bank tellers do not always know this ARN code, and do not have the possibility of exploiting it themselves. You must therefore ask them to forward this code to the technical teams, who will be able to carry out this kind of research.
If the bank confirms having refused and redirected the funds to us, come back to our customer service (on the widget on the site or via the Help Center on the application) with your order number and the date of the return of funds in order for us to investigate in depth.
*Three days, the processing time of the operation; this is the time the code takes to be created