Payment processed, missing order confirmation.

[RoboDanjal]

On the 20th August attempted to order two flightsticks but after making payment I received an error message, please see the attached image for the exact error.

On checking my account I see that the money was debited from my account with the name "VKB FSC Europe via PayPal (Europe) S.a.r.t. Cie S.C.A.", but unfortunately I have received no confirmation of the order going through.

I opened a ticket (#15889) for this and was told that the money would be refunded in a few days as it didn't successfully complete and there was no record of my order. The money has not reappeared in my account, 7 days later.

I was then told to contact my bank by VKB CS, but after doing this my bank informed me that the payment went through successfully with iDeal and that it is the responsibility of the merchant (vkb) to follow up on this. On sharing this information with VKB CS I have been told to contact iDeal and paypal directly myself, and that VKB has no legal responsibility to follow up on the issue with the money not being returned to my account - "It is not our legal duty as long as we did not get anything at all"

The payment doesn't show up on my PayPal account because it was completed with iDeal, so I have no way to follow up with PayPal about this, and I don't think the CS agent I have spoken to understands this because they keep asking for my PayPal details.

I am beyond frustrated with the responses I have received from VKB customer support and until my money is refunded I will not be able to attempt to place another order.

I am writing here in the hope that someone is able to listen, understand, and support me with the issue I am facing.

[AeroGator]

We are sorry for the inconvenience. VKB EU is an independent business we have no control over, but we will ask them to give more attention to this case.

[RoboDanjal]

Thank you. I have now received a refund to my account.