CHAPS payment missing...nationwide

gam3r

Hi All,

Due to exchange on a property tomorrow so in readiness i submitted a CHAPS request online from Nationwide at 12.45pm on the 22nd Aug (yesterday).

This was processed at around 4.45PM on the same day (22nd Aug).
Money was debited from the account as per online banking.

Solicitor checked at 5, 5.30 and 6pm, but nothing into their account.

Roll on today - 23rd
Solicitor checks account at 9, 9.30 and with accounts team, nothing still.

I call Nationwide (who use HSBC for CHAPS as intermediary) and they confirm the payment request cleared HSBC and gave me a reference number to confirm. We also reconfirm the transfer details, they are correct.

They said it's definitely not being held on our side and asked to check the receiving bank (Natwest) if they are holding it.

Solicitor says they have checked and they have nothing pending on their side.

What gives? What do I do now? Nationwide are saying they cannot do anything else, except for put a trace on it except this takes up to 10 days. I have to exchange tomorrow!

xylophone

The solicitor contacts Natwest and asks them to work with HSBC to trace the payment?

https://forums.moneysavingexpert.com/discussion/5695158/missing-chaps-payment

Comms69

gam3r wrote: »

Hi All,

Due to exchange on a property tomorrow so in readiness i submitted a CHAPS request online from Nationwide at 12.45pm on the 22nd Aug (yesterday).

This was processed at around 4.45PM on the same day (22nd Aug).
Money was debited from the account as per online banking.

Solicitor checked at 5, 5.30 and 6pm, but nothing into their account.

Roll on today - 23rd
Solicitor checks account at 9, 9.30 and with accounts team, nothing still.

I call Nationwide (who use HSBC for CHAPS as intermediary) and they confirm the payment request cleared HSBC and gave me a reference number to confirm. We also reconfirm the transfer details, they are correct.

They said it's definitely not being held on our side and asked to check the receiving bank (Natwest) if they are holding it.

Solicitor says they have checked and they have nothing pending on their side.

What gives? What do I do now? Nationwide are saying they cannot do anything else, except for put a trace on it except this takes up to 10 days. I have to exchange tomorrow!

But you aren't completing tomorrow are you?

agrinnall

I'd suggest that a CHAPS payment processed by Nationwide at 4:45 pm will have missed their (or HSBC's) cut off time, which means it'll be sent as today's transaction and has until the end of the day to arrive. You may have a case against Nationwide for taking 4 hours to deal with it after you requested it.

gam3r

Thanks, I will wait and see till end of day where it goes. I will be filing a complaint with nationwide for not actioning it before cut off.

martindow

gam3r wrote: »

Thanks, I will wait and see till end of day where it goes. I will be filing a complaint with nationwide for not actioning it before cut off.

I would hold off making a complaint until the matter is resolved and you can quantify the loss (if any). In the meantime you do not want to antagonise people whose help you need to solve the problem.

gam3r

Basically some muppet did not put through the CHAPS instruction before the cut off time on the day (even though I submitted the request well in advance of the cut off). The money came through at 11am on the solicitors side the next day. Panic over.

Now 1 more CHAPS to do before completion..

xylophone

Now 1 more CHAPS to do before completion..

Do it in advance to save any panic?

SG27

xylophone wrote: »

Do it in advance to save any panic?

Im doing mine one week prior to completion. This is the third thread I've seen about missing CHAPS payments...

agrinnall

gam3r wrote: »

Basically some muppet did not put through the CHAPS instruction before the cut off time on the day (even though I submitted the request well in advance of the cut off). The money came through at 11am on the solicitors side the next day. Panic over.

Now 1 more CHAPS to do before completion..

I claim my prize for posting the right answer, I'll settle for 25% of the compensation that you get from Nationwide

gam3r

xylophone wrote: »

Do it in advance to save any panic?

That is my plan. However I have to wait for the completion statement to come out from my solicitor, which I have chased today. I am completing on Friday so ideally would like to send the payment tomorrow, so it is cleared on Thursday at the latest, ready to go for Friday.