Erroneous money paid into my account - A&L Being Unhelpful

Kavanne

I have had an amount under £20 paid into my A&L current account and I noticed it today on Online banking.

I tried to phone them to query it, I was on hold for 25 mins waiting to get through and then I was hung up on.

Luckily, so I thought, found a complaints number online and rang it. Someone answered, couldn't find my account for a few minutes, then finally managed it and blamed it on a new system.

I explained about this money, she read out the narrative and told me it was a Bank giro credit and gave me the reference. I said I know that, it's on my online banking. Well, that's all I can see, she said.

Now, I KNOW this isn't my money. I'm not waiting for any refunds and that account is ONLY a bill account that I pay a set amount into on pay day. I don't even really know what a bank giro is?? I've asked them to tell me who the originator of the payment was.

What can I do if A&L refuse to track this for me? I need to keep the money in this account correct so I know what buffer I have because we're on a tight budget. I know it might not seem much but, inevitably, one day I will forget about it, withdraw the money and then A&L will decide take it back!

What should I be asking of them and what should I do if they can't or won't give me the information I've asked for?

mountainofdebt

Why don't you wait until tomorrow and then perhaps (just perhaps) more details will become available, such as where it was paid in.

Very often both you and the bank will only have the basic details the day the money is paid into the bank but have more later on.

Kavanne

mountainofdebt wrote: »

Why don't you wait until tomorrow and then perhaps (just perhaps) more details will become available, such as where it was paid in.

Very often both you and the bank will only have the basic details the day the money is paid into the bank but have more later on.

It was paid in a week ago, but I only logged in today. Sorry, didn't want to include tooooo much detail in my post!

Googlewhacker

if it is an error it will get called back, you have tried so to be honest just carry on with life and if you suddenly notice that figure gone one day then you'll know why

Laz123

A & L customer services are notoriously bad. Only if the owner of the money complains will it possibly come to light. Someone has keyed in the wrong account number.

fluffnutter

Write to them explaining that you have the money and are happy to return it if requested. Suggest that this needs to happen soon so that you might keep your own accounts in order and ensure that the money's available. Keep a copy of the letter. Don't worry about it any more than that.

Alternatively, ask A&L to take the money and keep it in their suspense account. It's then up to them whether they return it. Who knows, perhaps they'll never be asked to. But... the money's no longer in your account and you won't have to worry about them taking it when your account has no funds in it. Do anything you decide to do in writing and keep a copy.

undaunted

The Financial Ombudsman were on radio two yesterday about this sort of thing. Basically they said you must make reasonable efforts to return it (personally I'd put it in writing given the above). If the bank still assure you the money is yours / fail to correct it you then spend it & they later try to take it back there would be more chance of them siding with you rather than the bank.