Incorrect standing order query

andy768

Hi,
My mum has a credit card repayment scheme with Marbles. She has been making monthly payments with her debit card on an automatic schedule. They then ask her to set up a standing order. She takes the details to the bank and they do this. After checking through the statements today, I noticed that each month for last 2 months, both payments had been going out (standing order and debit card) but only one amount was showing on the Marbles statement. When I ring, the customer service rep says that only the debit card has been received. Therefore, the standing order has gone missing for the last 2 months. My questions are:

1. Where do we stand on this?
2. What should I do next?
3. What are the chances of getting the missing money back?
4. Who's to blame!

Thanks very much

tom188

1. I presume with a mother with missing money.

2. Nothing. Your mother should do all the contact if she is the card holder unless you have power of attorney. She should go to her bank and request details of the standing order. The account no and sort code should match those on the statement, and the reference number match the card number. She should inform them that the money is not reaching the destination account and ask them to investigate.
If the reference number is incorrect she should contact marbles with what details of what account has been credited.
If they are correct she should also make marbles aware of the situation and get them to investigate where the missing payment is.
Check the standing order is not being returned - this can take a month or more to show up. When a-l messed up one of mine to a regular saver i only noticed when strange payments started appearing back on my account.

3. Quite high but it may take a while - if the money has credited the wrong account marbles / whatever bank the money has gone to will need that account holders permission to take it back again.

4. Is it really necessary to point the finger? if the bank messed up the standing order they are. If not it could be either the bank or marbles.

AndyR_3

I've seen quite often customers who've set up standing orders to pay bills and not included the reference number (usually card number for a CC payment). So as has been suggested, check all the details, including the card number. If this has not been entered, the money will be in a suspense account at Marbles, if your mother can provide dates and amounts, and her own bank details, Marbles will be able to locate the payments and apply them.

Your mum also needs to cancel one or other of the payments - I would cancel the card payment when the standing order is set up - this will have to be done by contacting Marbles, not the bank, as the bank cannot cancel this type of payment.