Seeking refund for rent paid via third-party portal: who is responsible?

Question

On February 24th, I paid my rent via a third-party portal (Portal A) using my credit card's bill pay feature. On February 28th, my apartment management (Portal B) informed me they were switching to a new portal (Portal C) and instructed me to request a refund from Portal A. My request for the refund was made on February 28th. Initially, Portal A issued the refund to my credit card, but my credit card company returned it, suggesting I request it to my personal bank account. Portal A advised this, but upon doing so, the refund was rejected, and they claimed the funds were sent to Portal B.

Apartment management (B) is either ignoring my inquiries or directing me to Portal A for a refund, which conflicts with the information I've received. Despite repeated attempts to contact B via email and in person since March 12th, they have not clarified the status of the refund. I possess communications from both Portals A and B, though none definitively state where the funds currently reside.

I am uncertain who is responsible for the refund and how to retrieve my payment. How can I proceed to resolve this matter and get my money back?

James L. Arrasmith · Answer

That’s an incredibly frustrating situation, especially when you've done everything right and are being passed between companies with no clear answers. When a payment is made through a third-party portal and then refunded, the refund should follow the same path back unless otherwise requested—and if it didn’t go through, the company issuing it (Portal A) is typically responsible for confirming where those funds ended up. Since Portal A now claims the money was sent to the apartment management (Portal B), and you have no confirmation from Portal B, it's reasonable to expect both parties to provide proof of where the money currently is. 
 
Start by sending a written demand to both Portal A and apartment management (Portal B), requesting a formal statement of where the funds were last deposited or transferred. Attach your timeline of events and all communication, and give a clear deadline—such as 10 business days—for a written response. If neither party can confirm receipt of the funds, you can file a complaint with the Colorado Attorney General’s Consumer Protection Division or the Federal Trade Commission. 
 
You can also speak to your credit card company again, now with this updated context, and ask if they can reopen the dispute or assist with locating the refund. If management continues to ignore your requests, consider submitting a written complaint to the building’s corporate office or property ownership, if applicable. You’ve done your part, and at this point, it’s about getting someone to take accountability and give you a clear, traceable answer.

Q: Seeking refund for rent paid via third-party portal: who is responsible?