Cater Allen - credit disappeared from statement!

[Deleted User]

Couldnt make this up!

Get paid euros into my euro business account once a month from my customer. Payment went in on 16/2 as usual. As usual, I transferred it out to another account to do the currency conversion.

As usual, I took a printout at the end of Feb to give to my accountant.

Just checked today (this months money) and the credit from 16/2 has disappeared totally! Strangely enough, theres 2x expected credit for today. (slightly different amount than last month) as if someone has attempted to bodge it.

Worse thing is, I phoned them and they're pretty much saying there was never a credit on the 16/2.

What can I do? All I have is a screen shot - Can I ask my customer to provide proof that the transfer was made to me on 16/2?

Ben8282

It's rather difficult to understand how a transaction could simply 'disappear' with no trace from a statement one month later. All subsequent balances would be changed. Plus you say that you have already transferred the payment elsewhere. How could you transfer something which was never received? Suggest you take the screenshot to your branch ASAP.

Yes of course you can ask your customer to to provide proof that the transfer was made and ask him to get his bank to put a trace on the funds.

[Deleted User]

Ben8282 wrote: »

It's rather difficult to understand how a transaction could simply 'disappear' with no trace from a statement one month later. All subsequent balances would be changed. Plus you say that you have already transferred the payment elsewhere. How could you transfer something which was never received? Suggest you take the screenshot to your branch ASAP.

Yes of course you can ask your customer to to provide proof that the transfer was made and ask him to get his bank to put a trace on the funds.

Yes, I have a printout/screenshot of a statement taken 1/3.

8844E going in on 16/2, service charge of 8E, balance of 8839E.
On 18/2 I transferred 8829E out leaving a balance of 10E.
On 1/3 I printed this out, and it was right.

Today, I have checked and the 8844E incoming entries (and corresponding 8E charge) are gone. 8829E outgoing is still there and all balances have been updated so I went overdrawn by a significant amount.

The outgoing transfer was the result of me faxing a request through so I dont think they would have transferred the money out if it wasnt there to start with!

Luckily, my customer is able to provide a receipt to prove the money was sent on that day to my account.

My main issue is that this is very poor indeed that transactions have disappeared like this. And its for a lot of money!

[Deleted User]

Ben8282 wrote: »

It's rather difficult to understand how a transaction could simply 'disappear' with no trace from a statement one month later. All subsequent balances would be changed. Plus you say that you have already transferred the payment elsewhere. How could you transfer something which was never received? Suggest you take the screenshot to your branch ASAP.

Yes of course you can ask your customer to to provide proof that the transfer was made and ask him to get his bank to put a trace on the funds.

I find it difficult too. Especially when it was still there two weeks after the original date.

It looks very much like manual editing of the statement records to be honest.

Caused me major hassle today so even if they sort it I'm going to be seeking compensation. To be honest, seriously considering how I can escalate this - losing entries on a statement is just not acceptable.