Missing chaps payment from yorkshire bank

Kal34

Hi all

I'm hoping someone can give me some advice. I have been expecting a CHAPs transfer since Thursday last week. My mother was giving me a loan to help come some debts. I have been really stressed about this as the whole point we used the CHAPs method was so it would be received the same day.

My bank account is with Santander and having spoken to them they have searched through & the payment has never reached them. I have strong suspicions that Yorkshire bank are at fault as when my Mum asked for the transfer to be done, she had to explain three times that she wanted to transfer money from her account to mine with Santander.

Yorkshire bank are investigating but refuse to accept any blame saying that until 'your (my bank Santander) respond to our investigation' we can't do anything.' :mad:

My bank have no record of any payment from them being attempted to mine so I don't see why they are insisting on their response. If the money had been received, then we wouldn't be complaining about where it was.

I don't know what to do. This has caused me & my Mum a great deal of distress to the point we've had argiments about it. I would go to the Ombudsman but my understanding is that you need to allow the offending bank to fully investigate before doing this. I just don't understand where the payment could have gone. It's not a small amount either, it's over £3000! How can I get this resolved quickly...? My Mum has made countless phone calls to the bank but they refuse to admit any fault, meanwhile the money seems to have vanished into thin air! :mad:
Thanks in advance.

ERICS_MUM

Yorkshire Bank will have the unique reference number they and CHAPS applied to their payment and they can trace it through the CHAPS system to see where it went. If it was sent by CHAPS then it must have gone to another bank - if it couldn't 'complete the journey' it would have been bounced back to YB immediately.
There's always the chance that the payment DID bounce back and YB might have it on a rejected items account and not investigated it yet.

YB might have proved that the money hit Santander and have contacted them to see what they've done with the money. Santander might be taking a long time investigating - it might be on a 'rejected ' account if they can't decide which account it should go to, for example if your Mum OR YB got your details wrong. YB should trace it quite easily TBH. There's always the chance that the money has gone to another, wrong account, in which case Santander will try to get it back first before crediting the right account.

Sorry, this is a long-winded way of saying the two banks have all the info they need to find your money, they just need to get to grips with it quickly. Can your Mum get precise details from YB as to what they've done and what they are waiting for. Have they had an acknowledgement from Santander, hopefully quoting their investigation ref ? If so you could contact Santander with it.

Good luck !

Ballard

This should really be in the budgeting and bank accounts section rather than savings but...

I would suggest that your next move should be to ask for a copy of the swift payment. You should the be able to check the details.

Field 58 //SC<sort code>
BIC (From memory ABBYGB2L for Santander but I could be wrong)
Field 59 /<account number>
Your name


I think that I'm right with the field numbers. Both fields would be on two lines but the formatting of the printed copy would differ between banks so I couldn't say for certain.

PeacefulWaters

Ballard wrote: »

This should really be in the budgeting and bank accounts section rather than savings but?..

You can send CHAPS from or to a savings account.

Ballard

PeacefulWaters wrote: »

You can send CHAPS from or to a savings account.

Well done.

The thing is that people visit this section specifically about savings. They are more likely to get an answer if it's put in the bank account section.

In the meantime congratulate yourself for your accuracy with a biscuit.

Kal34

Thanks so much for your help, all of you. The problem I have is that Santander say that there's nothing for them to respond to Yorkshire banks investigation with, they searched for the payment & it isn't there. Which department should I speak to at Santander?

Ballard

It should really be approached from the Yorkshire bank angle. They have all of the details but Santander have very little to go on.

I would expect this to be a straight-through-processing payment so if all of the details were correct (sort code, bic, account number and to a lesser extent, your name) then there's very little to go wrong.

I still think that your best course of action is to get a copy of the Swift payment from YB. Once you have that you would be able to rule in or out a mistake with the actual payment itself.

If everything looks fine with it then you would have the ammunition to get onto customer services at Santander and demand that they investigate further.

Kal34

I'm actually into the phone with Santander now. My Mum sent me a picture to my phone of the full CHAPS transfer & the details are definitely all correct. The frustrating thing is that Sahtander are saying they won't speak to YB as they're a 'third party'....?

Kal34

The only thing is, it is a joint account but it was only my name on the account. However, I've paid in cheques etc, that were only in my name into my account before, so I can't see how that would be a problem. My name is correct on the copy of the CHAPs transfer though.

Ballard

It won't make any difference that it's a joint account. It's perfectly reasonable to receive funds in one or both names.

It sounds as if the funds are with Santander then so their customer services should be able to help. Keep pushing it with them and don't take no for an answer.

The only thing that may have gone wrong is that the payment could have NAKed (been rejected before it got to Santander). If you can see NAK anywhere on the payment then that could be the reason but it seems unlikely as YB would be aware.

xylophone

There is no problem about paying a cheque in your sole name into your joint bank account and nor is there any problem about receiving payments in your sole name into your joint bank account - think of the couples who have their salaries paid into their joint bank accounts.

Santander's FAQ http://www.santander.co.uk/uk/current-accounts/current-account-faqs

"How can I receive money via a CHAPS or International Payment?

Receiving money via a CHAPS or International Payment

You will need to provide the sender with your full name, sort code and account number (or IBAN International Bank Account Number if your account has one). For International Payments from abroad you will also need to provide the sender with Santander's Bank Identifier Code (BIC), which is ABBYGB2L.
If the funds are received in a foreign currency we will automatically convert them into Sterling using our exchange rate on the day we receive the funds.
The funds will normally be credited to your account on the same day we receive them. If it is an International Payment we will credit your account providing we receive the payment by no later than 5pm.
Although we do not levy a charge to receive an International Payment, other banks may deduct a charge from the payment before it reaches us. These are beyond our control."

You have confirmed that the sender (your mother via Yorkshire Bank) was provided with the details specified and that you have checked that these are correct.


Santander has confirmed to you that the payment has not been received.

See this thread https://forums.moneysavingexpert.com/discussion/5283337 post 6.

Do you have the SWIFT message reference number?