I bought a pass last year, then when I saw the recent special offer I decided to exchange the pass I had bought for a new one.

As per instructions I purchased the new passes and then applied for a refund for the old ones. However I then realised that the card I originally used to buy the passes was connected to a bank account that is now closed.

I immediately contacted customer support but they said it was too late and that my bank would take care of it.

However my bank have told me that their policy is to return any such payment to the sender, but they could confirm that with the SWIFT payment reference.

I have tried to get in touch with customer services to see what has happened to my money and to request the SWIFT reference but have yet to hear anything for several days. Can anyone help or share similar experiences?