Problem with using Clydesdale debit card on Streamline

Ross102

I'm not sure if this is a bit off topic but as the crux of the problem appears to lie with the bank, I thought here's as good as any.

My 68 year old Dad went to buy a car from a from a main dealer yesterday. As my Dad was not taking finance he was advised just to pay with his Debit card.

My Dad went along to the dealership yesterday all excited at the prospect of driving home in his new wheels.

Everything was going well until he went to use his Clydesdale Debit card. After trade in my Dad had to pay just short of £12k to the dealer, which was sitting in his account ready to be transferred. Upon using the Streamline terminal it rejected twice (this was even after he contacted the bank to provide security information).
It was then rejected a third time due to insufficient funds. This was apparently due to the money leaving his account, however it never made it to the dealers account. After many hours on the phone with Clydesdale bank who were initially denying they were holding the funds, they admitted to placing them in a holding account and advised that it would take at least 48 Hrs to be returned to his account.

After nearly 5 hours sat in the dealership my Dad had to leave without his new car and now has to reinstate is insurance for his current car.

Anyone had anything similar happen to them?

Any suggestions on what can be done regarding making a complaint would be much appreciated.

bigadaj

Raise it as a formal complaint with the bank, sounds like poor practice. Whilst it's annoying and disappointing then always best to be objective, sit down and actually detail the loss and costs he has suffered in the failure of the transaction, that's a good starting point to come up with a figure for compensation.

I paid £8k for a car last year on a debit card, I rang nationwide beforehand who made a not on file but say that notification want really necessary.

It shouldn't take that long to return the money, if it were a transfer to a different bank then it can take time but given the money wasn't transferred then it is within their system in any case.

djpailo

Unfortunately we live in a climate where the banks are damned if they do, damned if they don't. The system has blocked the transfer (which seems reasonable) and it appears that once the money is in their holding account, it takes a certain time frame to give back. I find the latter unreasonable if, quite clearly in your case, the funds have been withdrawn by the account owner and for a legitimate transaction. I would wait for the funds to arrive and once that is over, make a complaint with regards to why it takes 48 hours to transfer the money back.

Maybe you'll be given some small compensation.

System

They won't have gone into a holding account - the funds will be on hold/authorised.
Clydesdale's Faster Payment limit is £25,000. Can he not simply pay them that way?