Resolving Duplicate Funds Transfer Due to Internet Banking Crash

Ricksters

Hi All,

On Saturday night I transferred approximately £1400 to my freeholders managing agent. Something went awry on my Virgin One Internet banking site - it coughed up an error and said the transaction had not been paid and then when it finally let me submit the payment it appeared that the transaction went through twice. I immediately emailed them to tell them this via their online support system.

I contacted their phone banking service at 8 am this morning (the first time they are available) and they have told me that nothing could be done to stop the duplicate transfer and that I would have to attempt to get the money back from the managing agent directly.

The managing agent can be somewhat of a difficult character to deal with, so I don't particularly relish the thought of having to deal with him directly unless I actually have to.

Can you tell me what my options are here please?

Rick

Hominu

Pretty much what has been said already, you need to try and get the company to send it back to you. The bank can't do this for you.

The typical advice of failed payments is to at least wait several hours (preferably 24) before checking if the balance has been altered, then making a decision on whether to attempt again after that period.

agrinnall

If the duplication has happened because you thought the first attempt had failed and then did it again then it's unfortunate but the bank is right, you'll have to recover the money yourself.

But if you only processed the payment once and it was duplicated by the bank then it is their responsibility. In the latter case it may not actually be two payments so waiting until tomorrow is a good idea to make sure, but if it doesn't resolve itself get back on to the bank and press your case - the difficulty may be proving that it was their fault. It might be worth checking with the recipient to see if they have received the payment twice.