Problems with DD monthly payment - Santander to HSBC

daisy_jean

Basically, I have a loan with HSBC, which I've been paying by DD since I took it out.

I changed from HSBC current account to A&L (now Santander) in December 2009 - DD's all transferred over, no problems.

Until now.

My loan repayment is due on the 11th, so I checked my bank this morning, having expected it to have gone out as usual (next working day when due on a weekend). Funds (plus more) totally available, so technically there should be no problem.

Except checking my Santander account, I find the money is still there. I logged into my HSBC banking to see that they've apparently received the payment, as it shows on the statement.

Went to work as usual, slightly worried, but hoping maybe Santander just needed to update my statement, but having checked it again tonight, the status is still the same.

I rang HSBC - they've confirmed that yes they've received the payment, confirmed it has apparently come from my Santander account too. Except it hasn't - it's still there.

Now, I'm stressing that the payment will show up as returned on my HSBC by tomorrow, despite the fact that according to my Santander statement it never went in the first place. It would be fine and dandy if the problem was something of my creation, but I haven't changed a thing, and the money is just sat there waiting to go! Dreading that it will affect my credit rating (which is already not great).

Anyone had anything similar happen? Any advice? I'm giving it till tomorrow, then it's time to ring Santander (again. This month is not good for my relationship with that damn bank!).

InsertWittyName

daisy_jean wrote: »

I'm giving it till tomorrow, then it's time to ring Santander.

Sounds like a good plan.

It shouldn't affect your credit rating in any way as you're not at fault.

If you do get a late/missed payment marker then complain to the relevant party - I recently myself received an incorrect missed payment marker from Santander and it was resolved within a week after complaining!

daisy_jean

InsertWittyName wrote: »

It shouldn't affect your credit rating in any way as you're not at fault.

If you do get a late/missed payment marker then complain to the relevant party - I recently myself received an incorrect missed payment marker from Santander and it was resolved within a week after complaining!

Okays, that's good to know, I wasn't sure where I would stand in that way.

Lou_Lou_Donut

This exact same issue happened to me this month. Did you actually formally update the loan repayment with HSBC when you switched accounts? Having switched bank accounts many months ago with direct debits coming out quite happily, I noticed that although my HSBC loan account had been credited, my other bank account (First Direct for what it's worth!) had not been debited. Unsurprisingly, the following day, the loan repayment was reversed out of the HSBC loan account...

Fortunately I spotted this, so was able to query with HSBC the same day. Initially they stated that First direct recalled the direct debit, and that I needed to resolve it with them. Phone First Direct who say HSBC never requested the direct debit in the first place!

Two more similar phone calls, and eventually I managed to get First Direct to speak to HSBC (no mean feat I assure you!) and finally HSBC admitted it was their error, and have now supposedly requested the Direct Debit again, and assure me that the loan mandate has been updated so this shouldn't happen again, and that I need take no further action - no immediate payment was required as the direct debit will take care of that. They have stated that there will be no impact on my credit file and no late payment fees. I shall, however, still be checking!

Roll on 3 hours and I get calls from HSBC collections, who are demanding immediate repayment, and threatening late payment fees and credit rating calamities, and won't take no for an answer. This took half an hour of arguing, and eventually I had to resort to hanging up! Even called me a liar as none of the above 'was on the system'!

Anyhow, yet another half hour on the phone to customer services at HSBC who tell me to ignore any calls from collections (!!), and having had two more attempts by the collections to get hold of me, all seems to have gone quiet for the time being. I expect the direct debit payment to go through this week, and HSBC are supposed to be calling me to confirm that it has all gone through!

Just my experience, and I expect you might be pushed from pillar to post and back again...