Help - bank credit missing !

jenfleming

Please can someone advise on best course of action.
My student daughter credited £250 to her Barclays account, on the 8th April, by means of their Quick Pay envelopes i.e. she put the cash in one of their envelopes, filled in the details carefully; checked them; and posted the envelope in the branch internal system.
On checking on the 19th April, the money had not been credited.

She visited the branch, gave the details - the exact time and date of the credit - and they said they would "check the envelopes for that day".
They left a voice mail today, 20th April, saying that there was no trace of an envelope in her name and requested that she visit the branch again bringing the tear off receipt.

Unfortunately, some two weeks later since the credit she cannot find the receipt.
Does anyone know where she stands on this?
The fact is that the £250 is actually in the bank's possession - but can she prove it?

Anyone had a similar incident. or can offer some advice?

7sefton

Ask them to check CCTV?

opinions4u

1) She will learn a lesson to always keep her receipt.

2) The envelope has either been lost of stolen. Whichever it may be, the lack of receipt means that all she can do is try to persuade them that she's telling the truth and hope for an ex-gratia payment.

She should deal with the branch initially (suggesting the CCTV idea above) but if there is no sign of progress after a few days she should write to their Customer Relations department explaining the circumstances and clearly stating the she believes the money has either been lost or stolen by a Barclays staff memeber.

That statement should get a central fraud department involved who will be able to identify if similar allegations have been made against the branch (or a specific staff member in the branch).

Unfortunately, it's not a great situation for your daughter to be in. She will doubtless learn from this to keep her receipts and also to check that the cash has been credited to her account sooner rather than later.

Good luck.

Olipro

Do Barclays not permit cash deposits to be made at the counter?

Personally, I think depositing cash at the machine is one of the most stupid things you can do unless it's a machine that automatically counts and credits.

mrs_evo

Olipro wrote: »

Do Barclays not permit cash deposits to be made at the counter?

Personally, I think depositing cash at the machine is one of the most stupid things you can do unless it's a machine that automatically counts and credits.

Good advice, Oli, I'm sure jen's daughter will find that helpful. Naive and stupid are not the same thing.

Be persistent, Jen, they have a thief or an incompetent in their midst and it needs to be investigated. Banks often direct you out of the queue during busy times and towards depositing in this way - their whole system needs reviewing if it is so insecure.

It will take a while, perhaps threaten small claims and even the police!!!

Good Luck.

jenfleming

Barclays would not acknowledge the missing credit and said that there was no trace of the envelope and their tills balanced on that day! In my opinion, this was very suspicious.

Customer service was appalling. Manager did not acknowledge various correspondance sent by recorded delivery.

To cut a long story short, we took this to the ombudsman. There was no receipt it had been lost. Barclays said that my daughter could be seen clearly on CCTV , but would not forward it to the onbudsman.

The ombudsman found in our favour and awarded £75 compensation on top of the missing £250. It took 6 months to resolve and was dealt with in a very thorough manner.

Excellent, very thorough service.

Decluttering

Glad to hear you got it sorted in the end, it's made me think twice about the express pay ins now! My mum loves them and even persueded me that it would be okay to put my paycheck in there but I feel much more comfortable going to a counter and getting it processed in front of my face.

Toomuchdebt

I have heard too many horror stories of money going missing to ever want to use these quick pay deposit things. Nationwide have a machine that counts the money for you and provides a receipt straight away.It does cheques too.Very cool.