⭐ 1 star – Refund only resolved after I did the bank’s job for themI have had an extremely frustrating experience with CaixaBank over a missing Amazon refund.Amazon issued the refund correctly and provided clear confirmation, including the ARN (refund reference), showing that the refund had been authorised and accepted by CaixaBank. Despite this, CaixaBank repeatedly failed to locate the refund and showed no real interest in resolving the issue.I was incorrectly advised to raise a chargeback — even though this was a refund, not a disputed transaction, and the transaction was over a year old, making a chargeback impossible. This showed a complete lack of understanding of their own processes.After weeks of chasing, no meaningful communication, and no proactive investigation from CaixaBank, I was forced to:Contact Amazon myself to obtain the ARNEscalate internally with no useful responseFile a formal external complaint to Banco de España, at my own cost (€8 postage)Only after this escalation did the refund suddenly appear in my account — with no apology, no explanation, and no offer to reimburse the costs I incurred due to their negligence.Had I not contacted Amazon and escalated externally, I am confident this refund would never have been resolved.Very poor customer service, no accountability, and no respect for the customer’s time. I would not recommend CaixaBank based on this experience.
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