Help!!!!

caris

Hi

We pay our rent online via the HA website, I went through the payment process this morning put in the verified by visa for a sceen to come up saying payment declined portal error.

I checked my email for any confirmation, nothing, so I did the process again, the same thing happened.

I have still received no confirmation emails, but checking the internet banking, it has taken two payment of £200.

I have phoned the bank and the HA, but the bank is saying its up to the HA to pay it back, the HA are saying it has happened before and no payments are showing on my account as being paid.

What am I to do, the extra payment being taken has now left me with no money till next week, and no-one wants to help me.

Our bank is Natwest.

Please can anyone advise me, I am in a panic.

Thanks
caris

Jowo_2

Sounds like your HA will refund the accidental double payment when the funds come through - did Natwest tell you how long it would be before it would clear into the HA's account? Ask Natwest for a £200 overdraft ...

tbs624

Caris - don't phone the Bank/the HA. Get yourself down there and insist on seeing a senior member of staff at both.

Take whatever info you have to hand: the trouble is that these errors do take several days to turn around . Do you have a credit card you can use for short term expenses?

If you get error screens during payment processes always do a screen dump and save it. If the funds aren't showing on your rent account yet check each day. See if you can arrange to collect cash reimbursement from the HA at the earliest opportunity once the funds have gone thru the banking system.

caris

tbs624 wrote: »

Caris - don't phone the Bank/the HA. Get yourself down there and insist on seeing a senior member of staff at both.

Take whatever info you have to hand: the trouble is that these errors do take several days to turn around . Do you have a credit card you can use for short term expenses?

If you get error screens during payment processes always do a screen dump and save it. If the funds aren't showing on your rent account yet check each day. See if you can arrange to collect cash reimbursement from the HA at the earliest opportunity once the funds have gone thru the banking system.

Thank you, the HA wont accept my word that the money has been taken at all let alone twice, I have told them that I can prove it with bank statement but they said that doesnt mean anything, until it shows on my HA account they wont do anything and if they do pay the money back it will be by cheque.

They wont accept that there is a problem with the web, saying they have never had problems before.

If its you owing them money they soon want it regardless, after we found out when OH was unemployed and waiting for HB to be sorted.

caris

DVardysShadow

A slightly longer route to get your message across is to inform them that as it is their website which is causing the problems, unless they get to the bottom of it, you will be paying cash or cheque in future.

clutton_2

i saw messages in 2 different places today saying that they are having serious web difficulties with electronic payments due to a technical hitch in london somwhere... this could be it.....