trustly.com

Trustly, Incompetent or Obstuctive?

Trustly act as an agent for Utility Warehouse (UW) in that they take from UW any unallocated payments UW receive Any customer looking to recover unallocated funds must apply to Trustly to recover their money. I set-up two standing orders (SOs) to UW to better schedule my cashcard monthly top-up payments (one for £600 and one for £300). Unfortunately, I incorrectly set-up these SOs directly from my Bank Accounts. It is required to ONLY set-up SOs from inside the UW app. By setting-up directly, UW could not allocate these SOs to my UW cash card. The £300 payment was immediately refunded the next day. However, the £600 SO paid on the 15th July was not refunded immediately. For this payment, I was required to contact Trustly. They said they required some details of the payment. I immediately furnished them with all the details they requested. They kept the £600 and requested the same details, I persistently gave them the details again but no money was refunded. I contacted them many times by email but no response. Frustrated, I asked UW try to recover my money. They promised to expedite the return of my payment but nothing was received. Finally, I had to make a formal complaint to UW to get any discernible action. Finally, the £600 was returned 3 weeks later (on 4th August) . This organisation Trustly is largely dysfunctional in they ability to communicate to genuine provably requests from customers. UW should review their business relationship with them, as I found them obstructive and unresponsive. I was of the impression that Trustly were deliberately avoiding the return of these funds.

Date of experience: Jul 15, 2025