Current account switch - debit card refund missing.

jonesMUFCforever

...........or the 'hold'on the money dropped off??

fat-pudding

jonesMUFCforever wrote: »

...........or the 'hold'on the money dropped off??

No, it bounced back the same day (well Cahoot said it did and they gave me a reference and the other bank found the money, but if that is actually true or not I don't know) which is somewhat annoying as Cahoot originally said the money never hit them although it does somewhat corroborate their claim it wasn't in a holding account.

Anything, that's irrelevant to the original point of this post which is who is responsible for missing payments like this after a current account switch. That there are different opinions and different outcomes given in this thread suggests that there is some clarification needed to be given to the customers when they initiate a switch.

The technical reasons behind where my money went are not really important, it's that the impression given by a current account switch is that everything will be OK and sorted for you if something goes wrong which is not what I experienced.

fat-pudding

To draw the final line under this.

Today I had a call from Nationwide, they have upheld my complaint and basically said that this was their problem and they will be paying me £75 as a goodwill gesture.

They have told me that behind that they believe that this was a problem with Cahoot as Cahoot should have had the forwarding details but chose not to implement a forward (or didn't have the capability to do so) for debit card transactions which meant that the transaction should have been sent on to me but wasn't.

They have also stated that they are going to work on trying to see if they can clarify what they can and can't do for customers in the event of problems as they agree that the terms are open to interpretation. They also said that part of the problem is that the organization behind the current account switch scheme threw it to the banks with short notice and that as a result not all of the banks have got complete procedures in place to deal with current account switches. They then said they will be speaking to upstream parties to see if some more clarification can be put in place over which responsibilities lie with who and a way to resolve them in the event of problems like this.

The complaints handler also told me that this was the first time that he could find that they have encountered a problem like I had.