£500 lost in system somewhere, what do I do?

toniq

Hi, Any help is really appreciated,

On Xmas day I won £500 on a link game with Tombola Bingo, I immediately withdrew it back to my Debit card, something I have done many times with Tombola bingo wins over the years, they usually show within 3 working days.

Well they used to when it was Alliance and leicester.

Yesterday the 5th working day since xmas,I asked on the bingo site if anyone else had problems, a lady that won on last friday had, had her money payed into her Santander acct no probs, so I Panicked.

Yesterday was the 5th clearing day and it wasn't showing, I rung my bank cust service and they said there is no backlog and an automated transaction would have been showing by now. They told me it's down to tombola and the handling bank they use.

I rung tombola who denied it was down to them and said it's Santanders fault and totally refused to do anything.

The bank said Tombola could recall and repay the transaction, which tombola refuse to do.

Tombola cust manager is ringing me at 9am with a transaction number, which they should have today, and she wants me to take that number to my bank and ask them to look into that way.

I'm so lost on what I need to do and upset at the fact I have £500 somewhere and not sure where and getting nowhere trying to find it.

Does anyone have any ideas of what I can do to get my money into my acct?

Thanks in advance for any help.

Toni

toniq

Tombola rung and gave me a number for the transaction, Santander flatly refused after putting me throught to a supervisor to escalate it or look into it as they don't see it as their problem.

So that's it I don't know what else I can do to try and find the transaction.

pcombo

I would ask the advisor to try and call debit card authoirzation as they can check refunds and approvals etc.

0800 7317774 free phone incase you on hold for a while.

toniq

Hi pcombo,

I have just tried that and they wont do it, they keep saying it's down to tombola and to go back to them, they wont progress my call to any level and have stated I have to write in if i want it looked at.

Tombola are liasing with their data cache and trying to escalate their issues with Santander, they state they will ring me later today when they hear something, if they hear something.

They can't recall the transaction as it is automated not bacs.

david39

I would tell Santander to co-operate with you or you will take your business elsewhere.

I'm not a customer of theirs but have read many criticisms on this board of their lack of customer satisfaction and of their poor administration systems.

You might try the financial ombudsman, I'm not sure whether your case would be covered.

It seems that unless Santander customers who are disatisfied, vote with their feet, their attitudes will not change.

toniq

Hi, thanks for your reply david,

I've tried to cover my back as I just don't know where the problem really is, so have made a complaint to the agcc which governs tombola , it's a gambling commission and have also written, as thats the only way santander will deal with this,to santander.

I just don't know what else to try, I did consider the banking ombudsman but wasn't sure if they could help, it probably wont hurt to email them too.

I just can't believe I have £500 lost in the system and have no way of being able to find out what has happened to my money. They surely don't expect me to right it off, because I wont, I'll just keep badgering away until something happens.

Lickul_miss

oh dear hun, i'm sorry i can't help but do hope u get it sorted £500 is a lot of money at any time of the year but especially after xmas no matter how u got it xxx

ToniLeanne_2

If you have a transaction code the bank should be able to find it. Put your complaint in writing (not email they never reply) it may take longer but banks and financial organisations are given guidlines by the FSA as to how many complaints they must sort out. If you take the complaint even higher they are then charged for the privelidge of doing sweet FA about it . Keep pestering them!

toniq

Thanks, that sounds promising, I wrote a letter this afternoon and plan to send it recorded delivery tomorrow x


I have had an email from The Agcc, which at leats means someone has looked into this for me, not that it really gets me anywhere further:

Thank you for contacting the Alderney Gambling Control Commission. I have been in contact with Tombola, who have informed me that unfortunately due to the bank holidays Santander appear to have a back log with their payments. Tombola generally advise 3-5 working days for payments, however a bank has 10 working days to credit any refund. I have been notified that Tombola have tracked your payment through their systems and have confirmed that it has been settled with Santander and is simply caught up in their backlog.

I understand during the telephone conversation with Tombola this morning you were provided to provided with the settlement code. I also understand you have been informed that if the 10 working days pass and the payment still hasn't arrived, that you should regain contact with Tombola and they will endeavour to contact Santander on your behalf. Tombola have informed me that they anticipate the payment should arrive early next week, at the very latest.

Whilst I understand your frustrations on this matter, as this is due to a backlog at the bank’s end, unfortunately there is very little the AGCC or Tombola can do at this time.

no-oneknowsme

toniq wrote: »

Thanks, that sounds promising, I wrote a letter this afternoon and plan to send it recorded delivery tomorrow x


I have had an email from The Agcc, which at leats means someone has looked into this for me, not that it really gets me anywhere further:

Thank you for contacting the Alderney Gambling Control Commission. I have been in contact with Tombola, who have informed me that unfortunately due to the bank holidays Santander appear to have a back log with their payments. Tombola generally advise 3-5 working days for payments, however a bank has 10 working days to credit any refund. I have been notified that Tombola have tracked your payment through their systems and have confirmed that it has been settled with Santander and is simply caught up in their backlog.

I understand during the telephone conversation with Tombola this morning you were provided to provided with the settlement code. I also understand you have been informed that if the 10 working days pass and the payment still hasn't arrived, that you should regain contact with Tombola and they will endeavour to contact Santander on your behalf. Tombola have informed me that they anticipate the payment should arrive early next week, at the very latest.

Whilst I understand your frustrations on this matter, as this is due to a backlog at the bank’s end, unfortunately there is very little the AGCC or Tombola can do at this time.

I think that sounds promising to be honest.

It is basically telling you that your £500 has went through and is just a little slower than usual , probably with the holidays etc.

At least it states that if you havent got the money by next week tombola will look into it for you.

I would see this as a good result .

Hopefully as the email says you will have your money . I know i would be getting impatient waiting for it to come through too
Congrats on your win by the way.

toniq

Checked my acct a few mins ago and it's been manually put in!!!!!
Yay!!!!!!

Many thanks for all your advice and help x