NewDay - large duplicate transaction made

yogurtspy

I'm posting this on behalf of my partner.

She has a store card with Evans, and on Friday made a payment of £2,000 on it. The transaction went through normally via their website.

She checked her bank balance later in the day, and noticed that her balance was much lower than expected. On checking with the bank, she had two pending transactions to NewDay - the company who administer the Evans storecard. She told them one of these was a duplicate transaction (they were placed 5 seconds apart), but Santander told her they couldn't stop them, and she would need to contact NewDay.

So she did. They couldn't see the transactions yet and asked her to call back on Saturday. She did this, and they claimed they could only see one transaction.

She called the bank back, and asked for the other to be released so she had some money in the bank again, but they could not do this claiming it would have to wait until three working days had passed and the money had not been claimed (wednesday at the latest).

Fast forward to today, and no money has returned to her bank account. On contacting the bank, NewDay have taken the second duplicate payment.

She contacts NewDay. They claim to have escalated the problem to their finance department, but it may take 28 days to get the money back. Santander have raised a disputed payment against NewDay, but this will take 5 working days.

She is at her wits end, spent a fortune on telephone calls, she will have overdraft charges, and is having to borrow money from people to be able to pay the rest of her bills for the month.

Who is at fault here, and who should we be chasing to get her £2000 back? It wouldn't be a problem if it was a small amount we're talking about, but NewDay have emptied her bank account and dont seem to be in any rush to refund her.

Any advice appreciated.

meer53

Santander have to refund this payment immediately. Under PSD regulations you are entitled to an immediate refund for any unauthorised transactions whilst they are being invesitgated.

However - IF your partner accidentally clicked twice on the website when they were making the original payment, Santander may not refund this as a duplicate payment until NewDay have confirmed only one payment was due. In this case, it all depends on how long NewDay take to respond to Santander.

yogurtspy

Well, she swears that she didn't click twice, and she only got one authorisation code at the end. However, Santander have two authorisation codes. The transactions were 5 seconds apart.

Not possible to prove that she didn't click twice.

yogurtspy

Also, it wasn't a 'due' payment. Just a one off. Her balance was around 2.5k, so now she's 1,500 in credit with them - although that doesn't appear to show on her account.

Aquamania

yogurtspy wrote: »

Also, it wasn't a 'due' payment. Just a one off. Her balance was around 2.5k, so now she's 1,500 in credit with them - although that doesn't appear to show on her account.

If the Evans account is now £1500 in credit, it appears both transactions have actually gone through.

You can request a refund from NewDay, but I would tell you I've waited almost a year to get a credit balance refund out of NewDay ... and that was with the assistance of the ombudsman.

yogurtspy

Thats the problem. NewDay still say it's only gone once, the bank says they've taking it twice. The account is still has 500 outstanding according to them.

Aquamania

yogurtspy wrote: »

Thats the problem. NewDay still say it's only gone once, the bank says they've taking it twice. The account is still has 500 outstanding according to them.

That's definitely a problem.

What makes you think she is in £1500 credit with them if the account shows she actually still owes them £500 :huh:

Has all the money actually left her bank account, rather than just decreased the available funds?
If so, she better ask the bank where it's gone.

If the second amount hasn't actually left the bank account yet, what makes you think it will? :huh:
It's probably just being reserved. Such reserve will drop off in a few days, or she can try her luck and see if she can she can get the fools at NewDay to release the reserve earlier

I wouldn't hold your breath.

yogurtspy

Because the bank says NewDay have taken 2 payments of £2000, when she only wanted to make 1 payment. NewDay aren't sure where the money has gone as its not showing on her account.

Aquamania

yogurtspy wrote: »

Because the bank says NewDay have taken 2 payments of £2000, when she only wanted to make 1 payment. NewDay aren't sure where the money has gone as its not showing on her account.

As I said, she'd better ask her bank where they have sent her money as the recipient claims to have only received 1 payment.

Edit:
What do you mean by "taken"? :huh:
In the OP you said "sent".
What type of transaction was it actually? I'm guessing a debit card payment using the Evans/New Day website

LisaBlank

Hello All

This is my account that we are talking about.

I made made a one off payment to newday on the 7th November. My balance was lower than normal so I called the back. They advised me that there were two pending transactions with Newday. I asked if one could be cancelled and Santander told me the request would have to come from Newday despite the transactions being processed 5 seconds appart and and it being an obvious error.

I have spoke to Santander today and they have advised me that the transactions are no longer pending and that Newday have the money. Only one payment is showing on my Newday account.

Neither Newday or Santander are accepting responsibility (I did not make the payment twice or double click and duplicate the payment ). I have been left out of pocket and am more than likely going to incurre charges for declined direct debits. I am at my wits end and don't know where to go next.

Aquamania

LisaBlank wrote: »

Hello All

This is my account that we are talking about.

I made made a one off payment to newday on the 7th November. My balance was lower than normal so I called the back. They advised me that there were two pending transactions with Newday. I asked if one could be cancelled and Santander told me the request would have to come from Newday despite the transactions being processed 5 seconds appart and and it being an obvious error.

I have spoke to Santander today and they have advised me that the transactions are no longer pending and that Newday have the money. Only one payment is showing on my Newday account.

Neither Newday or Santander are accepting responsibility (I did not make the payment twice or double click and duplicate the payment ). I have been left out of pocket and am more than likely going to incurre charges for declined direct debits. I am at my wits end and don't know where to go next.

Up to you.

You can either take the view you did not authorise the payment twice
In which case complain to your bank
(I'm sure they will either agree with you or provide evidence to the contrary)

Or as the bank say they have sent the payment twice to NewDay, you can complain to NewDay that it is not showing on your account.

Good luck

Btw, you will not be left out of pocket either way

If you've now not got the cleared funds (or agreed overdraft) available to pay direct debits as they fall due, get them cancelled before a collection is attempted and you incur fees.
(If you follow the first option above, the bank should refund you until such times as they can prove you did authorise the transaction twice, as advised in post#2)