lost CHAPS payment

jonesMUFCforever

jonnygee2 wrote: »

Firstly some words of comfort for you. The regulation is exceptionally clear on this, banks cannot simply 'lose' your money. You will get this back, but unfortunately (particularly because you were with Lloyds) it may take a lot of time dealing with inexperienced and incompetent customer service staff who don't really have the skills or motivation to help.

First things first, as another poster has said raise official complaints with both Lloyds and the post offices. To do this you need to tell their front line customer service staff that you have suffered a financial loss as a result of their service and want to complain about it.

This gets your enquiry escalated to someone who is motivated to solve it (their internal complaints team). From there it will probably be solved, but ultimately the worst case is that you have to escalate to the financial service ombudsman (you'll get details at the end of the complaints process) who would ultimately order a bank to compensate you for the loss.

Most likely, when this gets escalated far enough, it will magically get solved, as per the other thread.

OP is with TSB not Lloyds.

MarkST

Wow! I am so grateful for everyone's support. I have not contributed to an online forum previously but your encouraging, supportive responses are so helpful at a difficult time. I have more or less done what several contributors have suggested above, & had a call from the PO today indicating that there was progress with their investigation. I am now feeling much more optimistic. I shall let you know the outcome. Thank you again.

Further update at 1730 on 19/12 - The Post Office are now indicating that they have found the money & will pay iy into my account within 24 hours. In the meantime TSB have written to me denying all responsibility & blaming the Post Office. I have written back pointing out that my contract for this transfer lies with TSB, so that they are liable.

xylophone

I have received a letter from TSB saying that I may not get the money back.

In the meantime TSB have written to me denying all responsibility & blaming the Post Office.

It seems to me that given the fact that you and TSB had checked that the transfer was correctly made to your own account with PO, their response is unacceptable.

Make a formal complaint and escalate to the Ombudsman if necessary.

And insist on a refund of the fee as well as compensation for loss of interest and distress.

Thrugelmir

MarkST wrote: »

I have written back pointing out that my contract for this transfer lies with TSB, so that they are liable.

If the PO admit to receiving the funds. Then TSB aren't at fault. CHAPS are manual transfers. Something clerical has gone awry.

xylophone

Then TSB aren't at fault.

The payment for the CHAPS was made to TSB - I think that their lack of helpfulness to the OP is unacceptable as is suggesting that he might not get his funds back.

They initiated the transfer and it seems to me that it was up to them to liaise with the PO to find out what had gone awry.

jonesMUFCforever

xylophone wrote: »

The payment for the CHAPS was made to TSB - I think that their lack of helpfulness to the OP is unacceptable as is suggesting that he might not get his funds back.

They initiated the transfer and it seems to me that it was up to them to liaise with the PO to find out what had gone awry.

It was made by TSB not to TSB.
I agree that their CHAPS department should have liaised with P.O.

xylophone

It was made by TSB not to TSB.

The OP paid the CHAPS fee to TSB for the transfer to the PO?

Ergates

jonesMUFCforever wrote: »

It was made by TSB not to TSB.
I agree that their CHAPS department should have liaised with P.O.

TSB were paid £30 to provide a secure money transfer service. They have failed to do so. They can't just shrug and say "dunno", they took the fee, they are responsible.

Owain_Moneysaver

MarkST wrote: »

Further update at 1730 on 19/12 - The Post Office are now indicating that they have found the money & will pay iy into my account within 24 hours.

Was the CHAPS transfer direct to your specific numbered Post Office savings account, or to a generic Post Office bank account and then to be transferred manually by the PO into your savings account? It sounds like the latter, and clerical error by the PO in allocating the received funds into your account.

jonesMUFCforever

Ergates wrote: »

TSB were paid £30 to provide a secure money transfer service. They have failed to do so. They can't just shrug and say "dunno", they took the fee, they are responsible.

The OP has stated it was received by the P.O. but not credited to correct account - how were TSB responsible for this?
Put it another way they were asked to send £x to sort code xxxxx account number yyyyyyyy which OP checked was correct.
Had the sort code or account number was incorrect or the payee's name on the transfer did not match it would have bounced back to TSB.