[dmos62]

Had an experience like this with Lufthansa where it owed me ~600 euros for a cancelled flight. Someone messed up over there and tagged my compensation as delivered, but no money had actually arrived in my bank account. I kept track of the number of emails it took to solve this: >30, 1-2 every week. That's only from me, double that for the total.

The customer service was simply repeating the same thing over and over: accounting says the money was sent. What aggravated the issue, was that basicly every email was replied by a different customer service agent. I pointed out to them that according to SEPA regulations it is the sender's responsibility to ensure that the funds reach the recipient, but they were ignoring it. I didn't think to ask to be forwarded to the legal compliance office. I did take legal action, sort of, by complaining through the EU out-of-court dispute resolution platform, but didn't receive any response through the platform (might have helped anyway, don't know).

What helped resolve it, was looking up SEPA regulations (because until then I was saying "this is your responsibility", they were replying "no it's not"), endurance, and a sense of humour.