card payment over counter gone missing

michaeln2

My wife has an MBNA credit card with a small balance remaining (under £70) .

On the 7th september she made a payment of £30 over the counter at her bank (Lloyds TSB). The payment had to reach MBNA by the 21st september.

When the latest MBNA statement arrived through the post we found a default late payment charge of £12 had been applied as the payment of £30 had not been received.

We contacted MBNA who said they would investigate this & 2 weeks later they could find no trace of this payment.

Lloyds TSB are still looking into this & it will be 4 weeks this tuesday since we first spoke to TSB.

How can a payment made over the counter at a bank go missing & who will be responsible for the late payment charge of £12, and also the missing £30 payment?

We have a Lloyds TSB stamp on the credit card payment slip showing the date of payment & the ammount (£30) paid.

Any one else had this problem?

Many thanks.

chattychappy

Just depends who lost it - at this stage we don't know. If it turns out to be Lloyds-TSB then you are liable for the fees. The payment was late, afterall - even if it wasn't your fault. Think I read somewhere on here that in this kind of circumstance MBNA would be lenient. In any case I would expect the bank to reimburse if it was their mistake.

I do suggest you make another payment in the meantime, if at all possible. This will just stop things getting out of hand. Whilst in the end it "should all be sorted", the hassle factor can be high in getting reports to CRAs removed. Not sure what damage may have been done there already - but it might get worse before it gets better if you don't take practical steps.

[EDIT to add: for years I used this method of payment. Always amazed me that will all the human factor and little slips of payments involved, not a single payment went astray. I suppose bank clerks aren't what they were.]

michaeln2

Thank you for the info. I did make another payment.....in fact i paid more than what i should. After the £30 that we paid it should have left a balance of £37.48, but with the default charge & the £30 that went missing it left a balance of £79.38. Contacted MBNA to get advice on what to pay and they said pay £49.38 which we did.

What is annoying is that we intended to pay off completely the remaining balance...this is the last credit card debt that we have & we were looking forward to be finally finished with all of them!

Have been using TSB for over the counter payments for more years than i can remember & this is the first time this has happened....but any such future payments will be done online (lets see what problems this will bring!)

Was told by TSB to pop in again on tuesday, fingers crossed.

michaeln2

Just to update this. After over 2 months , numerous visits to the bank & phone calls, the missing payment has finally been applied to the MBNA account.

Apparently it was Lloyds TSB bacs who were to blame. All default charges have been refunded.

McKneff

Thanks for the update, common sense prevailed eh.

Well done.

chattychappy

Yep, thanks for the update.