Credit card phone payment taken but not put on account

ebayingnovice

In November 2010 I made an additional payment to my credit card by phone using a debit card, when I was afraid that my internet payment from my bank account would be late. This payment was taken from my bank account 3 days later.

2 statements. several phone calls and 2 letters later, this payment has yet to appear on my credit card account. The reply letter I received today, 8th February 2011 (nearly a month after I wrote to them) told me to phone to customer service line and give them information , most of which I had already supplied. I have written again but as they don't appear to have read my original letter, any clues about where to take it from here?

Money_Man

They need to put a trace on the payment - how much was it for? probably held in a suspense account somewhere

ebayingnovice

It was for £100. I spent a 15 minutes on the phone to them the last time I rang in Jan 2011 when they said they had looked for it and could not find it. (The previous time in Dec 2010 they said they had found it and it would appear on the next statement). This is why I am now writing to them, also handy as evidence if I have to take it further.

jonesMUFCforever

Write again this time mark it COMPLAINT and send a copy of your bank statement to confirm your version of events.

Marauder999

jonesMUFCforever wrote: »

Write again this time mark it COMPLAINT and send a copy of your bank statement to confirm your version of events.

I would also try and find the email address of the CC co and copy them into the email. Sounds like you are getting the run around to me.

ebayingnovice

I have supplied my bank account details but not too keen to send in a bank statement. Here's hoping they will sort it out after my latest letter. I stated in the letter that it was a complaint.

I have threatened to go to the Financial Ombudsman if they don't sort it out this month, so hoping this will work.

Thanks for all the advice.

ebayingnovice

Update, had a letter dated 16th Feb saying if they cannot resolve it within 4 weeks, they will write and update me and they guarantee to investigate my complaint within 8 weeks. I first phoned them in December 2010 so I am thinking this is pretty poor and they should have looked into it the previous 4 times I contacted them.

jonesMUFCforever

ebayingnovice wrote: »

Update, had a letter dated 16th Feb saying if they cannot resolve it within 4 weeks, they will write and update me and they guarantee to investigate my complaint within 8 weeks. I first phoned them in December 2010 so I am thinking this is pretty poor and they should have looked into it the previous 4 times I contacted them.

I disagree - before you had individuals looking like headless chickens trying to resolve your complaint - now it is a formal complaint a whole different kettle of fish.

ebayingnovice

Just to let you know, letter on 7th March 2011 from Credit Card company apologising and saying that the matter is still unresolved but they accept my version of the events and will apply an adjustment of the missing amount to my account, until the actual payment turns up, also £20 as a goodwill gesture. I have not had a statement but my credit card balance had gone down by the right amount a couple of days after the letter.

The original mistake was not the issue for me. We all make mistakes but the fact is that 3 months from my original contact, the matter is only half resolved.

I also bank with the same group of companies, so am thinking of going back to 1st Direct. Moved for slightly higher interest but can't ever remember them getting anything wrong.

izools

ebayingnovice wrote: »

Just to let you know, letter on 7th March 2011 from Credit Card company apologising and saying that the matter is still unresolved but they accept my version of the events and will apply an adjustment of the missing amount to my account, until the actual payment turns up, also £20 as a goodwill gesture. I have not had a statement but my credit card balance had gone down by the right amount a couple of days after the letter.

The original mistake was not the issue for me. We all make mistakes but the fact is that 3 months from my original contact, the matter is only half resolved.

I also bank with the same group of companies, so am thinking of going back to 1st Direct. Moved for slightly higher interest but can't ever remember them getting anything wrong.

Sending in a bank statement confirming the debit would help no end, and done earlier would have likely sped up the whole thing.

If you'd taken / do take it to the FOS then not sending in bank statement would likely be looked at as withholding vital information pertaining to your complaint.

ebayingnovice

I regard the matter as resolved but they never asked me for a bank statement so this is irrelevant.