HELP - Balance Transfer Mix Up

Luara82

My father done a balance transfer with Capital One for £1000 to pay off his Visa Card. He failed to get any emails informing him his statement were ready and so sent a few cheques to them for what he had worked out was over the min payment. The problem is that we received a statement from his Visa Card showing Capital One paid them £2600 (thus he is over £1000 in credit). When he informed Capital One of the problem they have debited the £1600 from his account AND hit him with £48 in FEES!
When we phoned them they said WE would have to get the Visa company to refund the money to my dads bank account then for him to pay them the £1600 to avoid any more FEES!
Surely this isnt right? We have never had any trouble like this and I could really do with some advise. PLEASE!

Janie4Now

Do you have any sort of paper trail showing that only £1000 was requested and that this is Capital's fault? Even with no paper trail, I would make a formal complaint to Capital (in writing, recorded delivery, keep a copy....etc. etc.....).

What are the £48 fees for?

Have you spoken to Visa and explained the problem to them?

I'm also confused about the amounts you stated: if he wanted to transfer £1000 to clear his Visa card, but Capital transferred £2600 instead and he is now only £1000 in credit, where is the extra £600 to repay Capital going to come from? Or this just a typo on your part and the Visa account is £1600 in credit?

dalesrider

Laura.

Can you start again, as it makes no sense..
Who is this Visa card with? that has been paid off.

Luara82

My dad authorised a balance transfer of £1000 from Capital One to his First Trust Visa Card (leaving him with approx £300 -don't know why he didn't do the whole amount). Unfortunately his First Trust statement showed that Capital One transferred £2600 to the account by mistake making him over £1300 in credit (altho Capital One's statement only showed £1000 had been transferred). When my dad contacted Capital One to notify them of the error, they apologised and said the difference would be reversed on his account. Now my dads latest statement shows that Capital One has done a "Balance Transfer Adjustment" and have debited the £1600 from his account along with a £48 FEE for doing this!
When I contacted Capital One about the unauthorised transaction (my dad is in hospital & had organised for me to deal with his account). The duty manager said they couldn't do anything now, it was up to my dad to get First Trust to refund the money that he is in credit and then pay them(Capital One).
Surely it is not up to us to fix their mistake? They admitted they transferred too much then bill my dad for it. Have they broken the law by processing a transaction that my dad never approved or authorised?
Thanks!

Janie4Now

I'm still confused. If the Capital statement only shows £1000 transferred then how could they "reverse" the over-payment? Why are they saying that they are charging you £48 if they have admitted it was their mistake?

What have Visa said? Could you not just call them and explain the situation?

This whole situation is very odd.....

sfax

I think the problem here is that you can't do much on his account without power of attorney. Even if he is due a refund and it sounds like he should be, it probably has to him that gets that actioned, you won't be able to do it for him

The £48 is 3% of £1600 so I assume it's a handling fee.