Where is my money? Please help me

Terry_Towelling

I don't think Halifax branch staff are the best people to advise you - you need more disputes-based back-office staff to look at things. It seems unlikely that some of the credits processed by the casino should get through and some shouldn't. It also seems the casino is fairly certain that nothing has been rejected back to them.

It doesn't sound like Halifax has properly investigated the matter and, given that you have a record showing 10 credits were processed (complete with processing data in the form of an ARN) I would argue that they should be doing a lot more than simply saying they can't help.

My last post stated that an original credit is a transaction in its own right; it isn't a 'refund' and therefore doesn't relate directly to any previous obligation between you and the casino. So I understand why Halifax is saying they can't help. However, you have a list of credits, complete with ARNs, which are a strong indication that processing has taken place and Halifax needs to confirm in writing that these credits did not reach their systems for you to take things any further.

You therefore need to complain to Halifax in writing, copying them the document you have. Point out that this document has your card number (truncated to 4 digits) and an Acquirer Reference Number (ARN) for each credit, indicating that all 10 items were put through the casino's systems and through their acquiring/processing bank but that only half of them have reached your account. Point out that the casino has not had any credits returned to them and that Halifax has turned you aside without even checking to see whether the credits did reach their systems.

If Halifax is then able to confirm that the credits never reached their systems, you are stuck with talking to the casino again. On the other hand, if Halifax does find the missing credits hidden in their own systems you will have your money and can consider whether you want Halifax to compensate you for loss of interest on the cash.

Anna1909

Hi

Will do as you advise me. First i will coplain in writting to the Halifax and will request a prove that the money never reached my account and if they do send the letter to me i will put complain on the casino.

Thank you very much for your advise!

Best regards, Joanna

micky2phones

Hi, Could the money still be waiting to hit your account ?

It could take 2 or 3 days but could take a lot longer cant think how long i was told a while back 14 days i think

Terry_Towelling

Anna1909 wrote: »

First i will complain in writing to the Halifax and will request a prove that the money never reached my account and if they do send the letter to me i will put complain on the casino.

Careful, Joanna. You're not asking Halifax for proof that the credits didn't reach your account - we already know this to be true. What you are asking for is confirmation that the 5 missing credits never reached Halifax's systems despite there being evidence that the Casino's processing bank sent all 10 of them through. Your case hinges on the fact that all 10 credits have 23-digit ARNs assigned to them and there is no obvious reason why 5 of them should have failed to make it through.

It is still just possible that the 5 missing credits didn't make it through to Halifax's systems, or that they did, but Halifax rejected them for some reason. What you need at this stage is written confirmation from Halifax as to which one of those two possibilities is true. So far they have just fobbed you off with no proper checks - or so it appears.

Terry_Towelling

micky2phones wrote: »

Hi, Could the money still be waiting to hit your account ?

It could take 2 or 3 days but could take a lot longer cant think how long i was told a while back 14 days i think

This could be the case (let's hope so) but if all 10 credits have been processed through the casino's bankers (which the ARNs would suggest) then it will be Halifax that is sitting on them. OP needs Halifax to actually do something for her rather than just fob her off with generic responses related to liabilities for investigating Original Credit processing queries.

Anna1909

Hi Terry
I have just sent complain to halifax by emal. I have used the informations u suggested 🙂 I have asked them to investigate it. Yes i requested the prove that the money never reached they systems not my account as i already have my bank statement which show the money are not there... i have explained all and attached all screnshots from Trada with all informations.

Hope they will get back to me soon. Will let you know as soon i get any respond from them. I am really appreciate for your help as you have huge knowlage about banking!

Thank you!!!!!!!!

Terry_Towelling

Anna1909 wrote: »

...as you have huge knowledge about banking!

Thanks for the vote of confidence but I have to manage your expectations a little - I don't have a huge amount of banking knowledge but I do have some knowledge of credit cards. Sadly, that knowledge is now nearly 14 years out of date and I can't promise you anything.

Original Credits were only just being discussed at the time I left - along with AFTs and CFTs (doesn't matter what they are called really). It is highly likely that there are rules in place connected with Original Credits and I know nothing of these.

I've just tried to look at your situation logically and the very fact that you have evidence of 10 Original Credits all with ARNs is enough to warrant a search by Halifax to find out whether they did or didn't receive them all - and if they did, what did they do with the missing 5.

If Halifax turn up nothing (after a proper look!) it will be a case of back to the casino with a copy of Halifax's confirmation letter.

Anna1909

Just spoke with halifax complaint menager.She said ppl from orgin credit will look for that for me. I have explained her ones again everything and she promise me to help me. Finger crossed as she sounds really helpfull😊

Thank you!

Anna1909

Hi Terry

Wanted to say huuuge thank you!! I have recived the money today. Halifax made mistake as they sent the money to the old debit card..( wonder how this happen???) But any way they apologise and gave me 420 pounds extra for it. As you said Debit cards desputies team did not put enough effords to locate the founds. I am very greatfull that this been solved as was really frustrating...

Thank you for all your help!!!

Terry_Towelling

Phew. Thank goodness they found them.

That £420 should just about cover my commission.:)