Switching Service - Wage Missing...

Drebin911

Good Morning!

I have just got off the phone from Lloyds.

I switched a 'donor' account to Clydesdale for £150 bonus which was fully completed on 4th March.

The account I switched has a secondary wage paid in 4 weekly from a 2nd job.

My payment on 6th March went through just fine, however I missing a payment from 3rd April.

I have recieved the pay slip, and I have been paid this (to my old account).

I was under the impression that as part of the switching guarantee all payments will be forwarded automatically for 12/13 months.

The Lloyds advisor has told me although this was not her specific field, she thinks it only guarantees Standing orders and Direct Debits.

http://www.moneysavingexpert.com/news/banking/2013/09/you-can-now-switch-bank-in-seven-days-time-to-ditch-and-switch

I have been given the number for the switching team, to talk to. But they are only available Mon-Fri 9-5.

What would you do in this scenario ?

Thanks

Joe

davenport151

Possibly this is a glitch with your employer? I think this would be my first point of contact.

Drebin911

davenport151 wrote: »

Possibly this is a glitch with your employer? I think this would be my first point of contact.

Hi Davenport, Cheers for the reply.

I think you're right, they have produced the pay slip, with it going to the old account (which was switched).

I've tried to get them on the phone and sent an email, as it's agency work I don't actually see them face to face very often at all.

I hope to get it sorted quickly, as it has left me a little short. And I should be getting paid again on the 1st May!

Joe

Zanderman

Joe_Cocaine wrote: »

The Lloyds advisor has told me although this was not her specific field, she thinks it only guarantees Standing orders and Direct Debits.

You might suggest to the Lloyds Advisor that they read the wording of the guarantee. The formal wording (Payments Council link here: http://www.paymentscouncil.org.uk/files/payments_council/accountswitching/images/switch_guarantee.pdf) says

We will take care of moving all your payments going out (for example, your Direct Debits and standing orders) and those coming in (for example, your salary).

and...

For 36 months, we will arrange for payments accidentally made to your old account to be automatically redirected to your new account. We will also contact the sender and give them your new account details.

and (my italics)...

If anything goes wrong with the switch, as soon as we are told, we will refund any interest (paid or lost) and charges made on either your old or new current accounts as a result of this failure.

Which implies to me that you should be given clearance to draw down the account as if the payment had been made, without penalty, even if it goes overdrawn, because this is their responsibility, not yours, and you've now alerted them to it.

badger09

This is the Current Account Switch Guarantee

http://www.paymentscouncil.org.uk/switch_service/current_account_switch_guarantee/

Payments made into your 'switched' account in error should be be automatically forwarded to your new account for 36 months!

If they are not, and you suffer (eg overdraft/unpaid item charges/fees) you will be recompensed.

What is not clear, however, is which bank is responsible for sorting this out. :cool:

My advice, assuming you're certain you have actually been paid) is to make a formal complaint to both banks and let them sort it out.

Incidentally, the guarantee says that your payers will be informed of the switch, but I would also notify the agency myself.

Hope you get it sorted soon.

Drebin911

Zanderman wrote: »

You might suggest to the Lloyds Advisor that they read the wording of the guarantee. The formal wording (Payments Council link here: http://www.paymentscouncil.org.uk/files/payments_council/accountswitching/images/switch_guarantee.pdf) says



and...



and (my italics)...



Which implies to me that you should be given clearance to draw down the account as if the payment had been made, without penalty, even if it goes overdrawn, because this is their responsibility, not yours, and you've now alerted them to it.

Thanks for the detailed post Zanderman, I was certain of this myself, and now I have all the correct wording to bat right back at them!

Thanks again.

Drebin911

badger09 wrote: »

This is the Current Account Switch Guarantee

http://www.paymentscouncil.org.uk/switch_service/current_account_switch_guarantee/

Payments made into your 'switched' account in error should be be automatically forwarded to your new account for 36 months!

If they are not, and you suffer (eg overdraft/unpaid item charges/fees) you will be recompensed.

What is not clear, however, is which bank is responsible for sorting this out. :cool:

My advice, assuming you're certain you have actually been paid) is to make a formal complaint to both banks and let them sort it out.

Incidentally, the guarantee says that your payers will be informed of the switch, but I would also notify the agency myself.

Hope you get it sorted soon.

Cheers Badger, In hindsight I should have contacted the agency too, just to minimise the risk of this happening even more.

I'll give them another ring, with the above wording etc, and go from there :cool:

Thanks to both above posters for superbly detailed posts!

PaulW922

It may take a working day for the diverted money to arrive but this is quite a gap. Are you sure your employer has paid the money?

Drebin911

Hi Paul,

I am not certain they have actually paid it.
As I have not been able to speak to payroll to confirm this 100%.
I do however have a pay slip with the pay date, and the account details it goes to. Payment made via BACS.

It's just bizarre as I have had a 'switched' payment go through fine already.

I'll update this thread as and when. Emails have been sent. And banks liased with so far.
Joe

Archi_Bald

Joe_Cocaine wrote: »

I am not certain they have actually paid it.

One explanation could be that Payroll got into a muddle after they were told [by one of the banks] about your changed account details and didn't actually send any money.

Armorica

Your Lloyd's advisor is wrong.

It implies the 'redirection' isn't working as this should be i.e. without distinction switching any incoming credits (made by Bacs Direct Credit or the Faster Payments equivalent). The processes are more manual for CHAPS, but you say it's been made by Bacs.

Contrary to Paul's post - there is no extra day added in for the re-direction for Bacs or Faster Payments.

Contrary to badger's post - it is the new bank that makes the guarantee and is your official port of call to sort out any problems. (Informally, it can be easier to contact the old bank sometimes)

In terms of trying to sort it out:

- did you do a full or partial switch i.e. is your old account closed? If it's a partial switch there will be no redirection of credits in place
- you mention a previously switched payment being successful; you need to distinguish between credits to your account and debits from your account. It's possible - especially if a partial switch - for standing orders/direct debits to have been switched...but not direct credits.

Or that payroll simply didn't send it - in which case they really should have mentioned it! Your new bank might be able to arrange a temporary/free overdraft if you have evidence you should have been paid.