How can I resolve a refund issue after conflicting information between portals and management?

Question

I made a rental payment for my apartment through a third-party portal (A) using a credit card bill pay service on February 24th. On February 25th, I was informed that the apartment management (B) switched to a new portal (C). I requested a refund from portal A on February 28th, but the refund was rejected and returned to portal A on March 6th. Both portal A and apartment management (B) have conflicting claims about the refund's status, each claiming the refund was sent to the other party.

The credit card company informed me that they could not process the refund and returned it to portal A. They advised me to request the refund to my personal bank account, but portal A rejected this request, stating the funds had already been sent to B. I even requested apartment management (B) to accept the payment and apply it as a credit to my new account on portal C, if possible, as an alternative to a refund. However, B also rejected this and declined all requests.

I have email communications confirming these interactions. However, neither portal A nor B’s terms and conditions address the refund process in this situation.

How can I proceed to resolve this matter and retrieve my money, given the conflicting information and lack of clear guidance in the terms and conditions? I’m uncertain who to contact next or where to seek help to resolve this issue. Should I escalate this to a legal advisor, consumer protection agency, or another authority?

James L. Arrasmith · Answer

That sounds like a really frustrating and confusing loop, especially when you're just trying to recover your money. Since you have written records showing both sides denying responsibility and no clear guidance in their terms, your next step should be to send a formal demand letter to both portal A and the apartment management (B). In that letter, summarize the timeline, attach proof of communication, and request a resolution within a specific time frame—like 10 business days. This written notice can also serve as documentation if the matter escalates. 
 
If neither party responds or resolves the issue, you can file a complaint with the Colorado Attorney General’s Consumer Protection Division. This office helps resolve disputes where companies are shifting blame and refusing to take responsibility. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB), especially since the payment involved a credit card and third-party processing. These agencies often get results where direct contact fails. 
 
As a last step, if your efforts still don’t lead to a refund or credit, you can consider filing in small claims court to recover the funds. It may not be a large amount, but it’s about holding someone accountable for leaving you stuck in the middle. You’ve already done the work of keeping everything documented—now it’s time to press forward with the support of agencies meant to protect consumers like you.

Q: How can I resolve a refund issue after conflicting information between portals and management?