Response from Token.io
Thank you for getting in touch and sorry to hear you are having trouble with a payment made via Token.io.
By way of background, Token.io is a regulated Payment Initiation Service Provider (PISP). This means we provide the technical infrastructure that enables account-to-account (A2A) payments between a customer's bank and a merchant. We do not hold, receive, or process funds directly, and as such, we are not in a position to issue refunds for transactions processed through our platform. Any refund request would need to be directed to the merchant or your bank.
However, because third-party providers use our technology, our name will sometimes appear in the small print during the transfer process. We can certainly help investigate this further with the relevant third-party provider. To do so, please can you confirm some details:
Have you already tried to contact the merchant/third party directly? (please ensure that you have done this - please provide details of the outcome)
Who were you making a payment to and on what platform?
The date, time and amount of your transfers
Any transaction IDs or references associated with your transfer
Account Number and Sort Code from the bank that you made the transfer from
Kind Regards,
Automatic translation: