Bank has lost my cheque

essmum_2

I deposited a few cheques last week. Most were for small amounts less than £100 each. These cheques all cleared into my account today however the one cheque which was for about £1400 has gone missing. I have proof that the cheque was given in but so far the bank are just saying they have no record of it.

ailey

A similar things happened to me a few months ago. I had booked a holiday and had to pay £2800 to my credit card for this. The teller accepted it in parts ie £1000 + £1000 + £800 rather than take the max of £1000 and me having to put the rest in an envelope and pop it through the letterbox at the back of the bank. I just hate doing that. I like it to go into the system straight away and then I know that it's done. Anyway when my next credit card statement came in it only showed £1000 + £800 being paid in. I had various phone calls to make and could give the receipt numbers for the 3 pay-ins. I was told that I would have to take copies and send to part of the bank somewhere. I phoned another number and some sensible person took the call and made enquiries with all 3 numbers and called me back to say that he had sorted it all out and he was passing me through to the Complaints Department. The next person apologised for this happening and said that it was a human error, where one digit was missing for my credit card number when the teller entered this. Good idea for us all to check the receipt each time if you pay manually at the bank, which I do occasionally, as we always just assume it'll be correct. I would not have noticed had it not been a large amount of money so it just goes to show that there may be times that we all pay money in and it never reaches our account and we have not realised. I think, from memory, they sorted it out within a few days and gave me £30 compensation. A meagre offering from a very large bank but better than nothing, I suppose.

ailey

essmum wrote: »

I deposited a few cheques last week. Most were for small amounts less than £100 each. These cheques all cleared into my account today however the one cheque which was for about £1400 has gone missing. I have proof that the cheque was given in but so far the bank are just saying they have no record of it.

Did you get receipts for your cheques? They told me that they would have found out eventually about my missing £1000 pay-in as it was in limbo somewhere but it makes me wonder. I would think that as long as you have your receipts for your cheques paid in, there should not be a problem. I can't understand why they ask customers if they would like a receipt (well that's what our bank does) and it was one of the things I did bring up with the Complaints Department and he said he would look into that but they still do it. I was in the bank today and someone said no thanks for their receipt but if that money doesn't reach where it's intended to go, he has no comeback I would imagine.

stclair

essmum wrote: »

I deposited a few cheques last week. Most were for small amounts less than £100 each. These cheques all cleared into my account today however the one cheque which was for about £1400 has gone missing. I have proof that the cheque was given in but so far the bank are just saying they have no record of it.

It may be easier just to get the person who gave you the cheque to cancel and re-issue it. However I do appreciate your frustration.

stclair

ailey wrote: »

Did you get receipts for your cheques? They told me that they would have found out eventually about my missing £1000 pay-in as it was in limbo somewhere but it makes me wonder. I would think that as long as you have your receipts for your cheques paid in, there should not be a problem. I can't understand why they ask customers if they would like a receipt (well that's what our bank does) and it was one of the things I did bring up with the Complaints Department and he said he would look into that but they still do it. I was in the bank today and someone said no thanks for their receipt but if that money doesn't reach where it's intended to go, he has no comeback I would imagine.

Natwest do this I totally agree every customer should get a receipt for money they have paid into their account. Should the funds go missing for what ever reason their is no comeback etc.

essmum_2

The cheque is from the IRS in America. Would take months for them to reissue a cheque. I have the receipts the branch even have photocopies of the cheque. However the international cheque cashing department at the bank are saying without the cheque there is nothing they can do.

MamaMoo_2

Who do you bank with? I know when my dad had a similar issue with Santander he emailed the CEO after being given the runaround. Problem was sorted in 24 hours, and I believe he was offered a nice goodwill gesture, too.

bod1467

I suspect the fact this is an overseas cheque* may complicate matters a little.

*Given it's from the IRS, should this be a check?

Valli

essmum wrote: »

The cheque is from the IRS in America. Would take months for them to reissue a cheque. I have the receipts the branch even have photocopies of the cheque. However the international cheque cashing department at the bank are saying without the cheque there is nothing they can do.

But now you have said this the onus is on them; they have accepted your check (note spelling;) Bod!) so demand some action - they need to look for it. IF they fail to find it then they should bear some responsibility.

WRITE a letter, keep a copy, outline the facts of the case and tell them you expect them to sort this out as a matter of urgency; either they find the misplaced cheque/check or they bear the costs (including your time) of sourcing a replacement and, in the meantime, they treat it as if it were on deposit and pay you any and all interest the balance would have accrued.

And if they ignore/refuse report them to the banking ombudsman - they CANNOT be so cavalier about their inability to properly handle customers deposits.

lolavix

If its gone missing at voucher processing you have more chance of finding a needle in a haystack.

The easiest way would be to get another cheque, or at least ask for one in the meantime. If the bank don't find the cheque you won't get the money from them.

SevenOfNine

Good advice from Valli, follow it.

Do this IN WRITING & if you make/made any telephone calls or visits to the bank make sure you know who you spoke to, date, time & on what phone number.

Make your letter an official complaint and look at the bank website for the correct address and expected procedure/timescales. Send photocopies of your receipt and the copy of the cheque. Set a deadline for a response (10 working days would be normal, though do expect the response to be "we are looking into this matter & will get back to you in ***weeks").

If you have a receipt then they lost the cheque not you. State that you want their fraud department to investigate as well. Ask them investigate who served you and to review their CCTV if they are unclear.

Last but not least (or perhaps do it first if possible) - ask the cheque issuer (IRS) if their records now indicate that the cheque has cleared.

Name the offending bank.

Look at the Financial Ombudsman website for their process if this bank try to fob you off further.