Where is my money? Please help me

Spodokomodo

Yes, I'm still able to use my santander account(although I have now gone over my overdraft just to get petrol and food)

Spodokomodo

Simply health have definitely paid the £100 into the santander account on the face of it.
Santander say they can see nothing on the system
I even went into santander branch and rang simply health whilst there so that their staff could speak directly to each other.

Spodokomodo

Simplyhealth staff and santander staff, that is.

Terry_Towelling

The most likely issue is the account switch. Payments to the old account are supposed to be forwarded to the new account - but I don't know how quickly - and mistakes do happen. Talk to your old bank. See what they have in their systems. If your healthcare payment was made before the switch then it must have gone to the old account.

Did your PayPal transfer definitely go to the Santander account or your old bank account - check that too with your old bank.

Spodokomodo

Hi, santander IS my old account, and it's still open anyway.
I have once again been in the phone to them today and they said they have 'opened an investigation', to find the money.
On another call they said they couldnt put a trace on money that was incoming to the account.
I was so embarrassed today as I had to put my shopping back in Tesco. It was only for £6 worth of food.
I had already told the lady on the phone an hour earlier that I was starving and had to take leftover food in work (I work in a psychiatric hospital)

sheramber

You say you 'switched' banks. When you 'switch' the old account is closed and all money/transactions are transferred to the new bank.

Do you mean you opened a second account at another bank but kept your Santander account open?

Terry_Towelling

OK. We know you have a credit card because you wanted the money in your Santander account to pay your CC bill - couldn't you have used your credit card to pay for the £6 of food - or are you right up to the hilt with that card?

It now seems you haven't switched banks but, as sheramber suggests, simply opened a new account with Halifax and retained your Santander account - so why would your details be changing (as you stated) the day after the Simply Health payment was allegedly made?

So you now have a Santander account (which was already overdrawn) and you are now over your overdraft limit with them, a new Halifax account with nothing in it either and two credits to the Santander account totalling £137 that have gone missing.

How much of the missing money were you intending to pay off the credit card? This may seem an irrelevant question but, depending on your answer, it probably isn't.

Things seem to be unravelling here - could it be you have switched current accounts but Santander are keeping hold of the incoming credits to pay off some of your overdraft?

You don't need to tell us your work place, your hunger levels or the fact that you are eating leftovers at work. We can offer sympathy for those things but that doesn't help find this money that has allegedly gone missing. I don't wish to appear unkind but something doesn't sound right here. Please give us the full facts so that someone on the forum might be able to offer you a reason for the problems and a potential course of action to get it resolved.

Spodokomodo

Wow! Wasn't expecting that kind of response.
I used the switch on the mse site because I have had nothing but trouble with santander.
I don't have a Halifax account, it Is a HSBC one that I switched to.
I didn't change any account details, it was all done by the switch process, but it just happened to change the day after my payment from simplyhealth.
I woukd not have gone over my overdraft if the money had cleared on my santander account
When I asked santander if my account has been closed because of the swift H process, they said no.

I intended to pay £35 off my barclays credit card. That is cut up because I just want to pay it off.
There is nothing shady going on on my part, I will pay off my overdraft to santander every month, and I have told HSBC that I don't want an overdraft on this new account.

18cc

Sorry you are having these problems it must be difficult for you.

Normally when you switch an account a new account is opened and the old one is closed so it is unusual that your old Santander account remains open. I suspect you might have been given the wrong information and the Santander account is in fact closed or in the process of closing.

In any case, any payments into your old Santander account will (should) be forwarded onto your new account. This is guaranteed by the Current Account Switch Service Guarantee.

Your new bank should refund you any money lost or charges incurred because of problems encountered during switching. You could try claiming under this guarantee. Google "Current Account Switch Service Guarantee".

eskbanker

Spodokomodo wrote: »

I used the switch on the mse site because I have had nothing but trouble with santander.
I don't have a Halifax account, it Is a HSBC one that I switched to.
I didn't change any account details, it was all done by the switch process

[...]

When I asked santander if my account has been closed because of the swift H process, they said no.

Something still doesn't add up here - HSBC have been running a switching incentive that's been publicised on MSE, involving a payment of £150 if you switch to the Advance account, or £75 if you switch to their lesser product. These offers are conditional on using the Current Account Switching Service, which automatically closes the account you're switching from. Is this what you signed up to, or did you perhaps use some form of partial (or even completely manual) switching, that wouldn't have been promoted on MSE?

Spodokomodo wrote: »

I will pay off my overdraft to santander every month, and I have told HSBC that I don't want an overdraft on this new account.

If you're using the Current Account Switching Service for an overdrawn account (that gets closed by doing so) then you need to have a source of funding to settle the closing account's overdraft, which can either be an overdraft on the new account or money sourced from elsewhere. On the other hand, if you're switching your banking away from Santander without using CASS then they may insist on immediate repayment of the overdraft anyway - banks are often spooked by overdrawn accounts when the holder starts paying their salary elsewhere....

At the risk of asking the obvious, are you sure that the money hasn't been forwarded to your new HSBC account?