Clydesdale bank crazy situation

AliceBanned

Ok so I switched my current account (one of two that I have) from Clydesdale to Coop a few months ago. Since then I apparently left it £5 over the overdraft limit of £30 and have been trying to pay an amount they said I owe the of £47.91. I keep making the online payment and thinking it's gone through.


Then a few days later I get a letter saying I owe them the money and they don't have it. I clearly know how to use online banking as I use it all the time. I have had no other problems with the account I'm sending it from. I've now sent £200 because this money has disappeared. I know for certain I input the correct details.


This is frustrating and concerning beyond belief. What can I do to prove I'm making the payments? Clydesdale don't even have a branch near me. I wish I'd never done any account switching it is a nightmare when it goes wrong, like a Kafka novel. Terrible.


I have spoken to Halifax and they tell me I've sent it to another account of mine. I checked and it is in there! But my God each time I do put the details in for my Clydesdale. She is checking it at the moment but they keep telling me what I'm doing and I KNOW 100% that I put it in the right one. 4x to do something like that?!


I'm in tears over it. I know it sounds silly but I feel like I'm banging my head against a brick wall and I can't resolve it. Only Halifax can.

eDicky

AliceBanned wrote: »

have been trying to pay an amount they said I owe the of £47.91. I keep making the online payment and thinking it's gone through.

Where are you sending this online payment, and how are Clydesdale asking you to pay what you owe?

Any funds sent to an account that has been switched will automatically be sent on to the account that it has been switched to. You say that these transfers are showing up in another account of yours - would this be your new Co-op Bank account?

AliceBanned

eDicky wrote: »

Where are you sending this online payment, and how are Clydesdale asking you to pay what you owe?

Any funds sent to an account that has been switched will automatically be sent on to the account that it has been switched to. You say that these transfers are showing up in another account of yours - would this be your new Co-op Bank account?

DOH! Thank you. Neither they nor I thought of this..yes it is turning up in an account I switched to after the account I switched the first time (ie 2x switches later). I had no idea but now you say it it is obvious. Clydesdale insist I can send it to them though!! I've tried 4x.

AliceBanned

No more switching for me! Stressful.


I'm on phone to Clydesdale now trying to sort and let them know the money is getting to an account I've switched to. aaargh.

AliceBanned

Neither me nor either bank realised this. Both have been extremely patient I might add, but it was a stressful situation for me.


I'm never switching again. Clearly the system doesn't even make it clear to banks' own staff never mind its customers. Not one person, in about 10 phone calls and 4 attempts at payment realised what was happening.


I now have to go into a branch to resolve.

eDicky

AliceBanned wrote: »

I'm never switching again. Clearly the system doesn't even make it clear to banks' own staff never mind its customers. Not one person, in about 10 phone calls and 4 attempts at payment realised what was happening.

Well on the other hand the switching system itself seems to operate efficiently and exactly the way it should, if a payment to an old account is automatically sent on across two separate switches.

But back to my initial question - have Clydesdale actually been asking you to pay what you owe them by sending it to your old account that has been closed and switched?

AliceBanned

eDicky wrote: »

Well on the other hand the switching system itself seems to operate efficiently and exactly the way it should, if a payment to an old account is automatically sent on across two separate switches.

But back to my initial question - have Clydesdale actually been asking you to pay what you owe them by sending it to your old account that has been closed and switched?

Yes they have. And I can't. They are still asking me to. I phoned and explained that the money just doesn't go in and I've phoned 3x about it before and tried 4x. it is on my Halifax statement that I tried.


I'm so upset. yes you're right, it shows how efficient it is. it's the people behind it who aren't knowledgeable but the banks have blamed me or the system.

AliceBanned

PS the account is open though, with Clydesdale. Open and had an 'unplanned overdraft' after switching of £5. They keep alerting me to this and it's bordering on harassment, especially as I've phoned many times and tried to pay many times until I came across your good self with a bit of logic. Neither of the banks thought of this!!! Just kept telling me 'you've not made the payment' or in case of Halifax 'you've paid the wrong bank account'. duh no I knew that couldn't be the case, not 4x but I had nothing to back it up as in my online payments the Coop or TSB (recent switch) showed up.
:mad::mad:

AliceBanned

Banking ombudsman? Clydesdale complaints? I don't know where to turn.

eskbanker

AliceBanned wrote: »

Banking ombudsman? Clydesdale complaints? I don't know where to turn.

If this is stressing and upsetting you, take some time to draw breath, have a cup of tea, calm down, etc, and then call Clydesdale and patiently explain to them what's happened (now that you understand it yourself) and ask them for a workable method of crediting an account that's been switched (and where any customer-initiated payments will therefore be immediately redirected).

They must have some sort of suspense account facility or similar where you can pay them money for them to apply to your overdrawn account themselves (write them a cheque?!), but the ball should be in their court to come up with this.

As you say, complain via their published procedure if that doesn't bear any fruit though, and escalate to FOS eventually if they don't get their act together....

AliceBanned

eskbanker wrote: »

If this is stressing and upsetting you, take some time to draw breath, have a cup of tea, calm down, etc, and then call Clydesdale and patiently explain to them what's happened (now that you understand it yourself) and ask them for a workable method of crediting an account that's been switched (and where any customer-initiated payments will therefore be immediately redirected).

They must have some sort of suspense account facility or similar where you can pay them money for them to apply to your overdrawn account themselves (write them a cheque?!), but the ball should be in their court to come up with this.

As you say, complain via their published procedure if that doesn't bear any fruit though, and escalate to FOS eventually if they don't get their act together....

Thanks Eskbanker. I can't face any more time on the phone to them or Halifax (who also didn't realise and patronisingly treated me as someone who couldn't input the right details 4x).


I have emailed to Clydesdale customer complaints and asked them for a solution, telling them I have been misinformed as they kept telling me to pay into an account that couldn't receive the funds.


I will escalate as you say if it damages me in any way. I try so hard to keep on top of payments and it is already a struggle, now this.:(