In August 2024 I opened an JD Williams account in my mother’s name and address but with my email and phone number as she is in a care home and not able to do this herself anymore. I ordered two dresses for her and paid for them with my bank card. Having returned one and had an text to say the refund could take up to 14 days nothing further happened. In October I started emailing them about this. They have used a series of delaying tactics and still not refunded as of November 12th. Their online chat is not good and their response time to emails is bad. I have given them all the details over and over again but they refuse to refund me my own money as the account is in my mother’s name. I have sent them all the information including a copy of my Power of Attorney for my mother’s affairs which they demanded I sent before discussing the refund with me. Every email they send begins with another request for my name, address etc stating they need this before they can do anything for me. This is despite them having this many times and doing nothing more than ask for it again. It’s my money they have kept, not my mother’s. I have never dealt with such a bad organisation nor ever had trouble getting refunds for mum’s items which are ordered and paid for by me. I believe they are fraudulently trying to keep my money as there is no reason not to have issued the refund. As of today following another attempt by me to get a response an online agent said she had passed it to a specialist team which would get back to me within 5 days. I await this with scepticism. I will never order from them again and am looking into how to report them for keeping my money.