We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.

Nationwide taking standing order twice

Hi,

I am paying back a HMRC tax credit overpayment at £200 a month through Advantis. This month was the last payment, but for some unknown reason, Nationwide have paid the standing order twice, on the 3rd and then again on the 4th. I phoned them but they were unhelpful and basically said they didn't know why it had happened and it was my problem to sort.

I spoke to Advantis who said that they had sent all the money including the 200 extra to HMRC and I needed to contact HMRC. I then spent a long time on hold before being told by HMRC that they couldn't see the payment so there was nothing they could do until it reaches their account. Hopefully I will get a refund from HMRC but I am really unhappy with Nationwide's response.

Can anyone shed any light on what could have happened?
«13

Comments

  • jackieblack
    jackieblack Posts: 10,419 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Is it definitely a standing order? Not a Direct Debit?
    2.22kWp Solar PV system installed Oct 2010, Fronius IG20 Inverter, south facing (-5 deg), 30 degree pitch, no shading
    Everything will be alright in the end so, if it’s not yet alright, it means it’s not yet the end
    MFW #4 OPs: 2018 £866.89, 2019 £1322.33, 2020 £1337.07
    2021 £1250.00, 2022 £1500.00, 2023 £1500, 2024 £1350
    2025 target = £1200, YTD £115
    Quidquid Latine dictum sit altum videtur
  • jlo
    jlo Posts: 61 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    Definitely a standing order. I set it up online with an end date of Sep 2019.
  • 18cc
    18cc Posts: 2,120 Forumite
    then submit a formal complaint to nationwide
  • jlo
    jlo Posts: 61 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    I have complained to Nationwide. I was just wondering if they had any grounds to be so dismissive to me when I called them.
  • 18cc
    18cc Posts: 2,120 Forumite
    calling them.is not a complaint. do it again and say you want to make a formal complaint.
  • jlo
    jlo Posts: 61 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    I made a formal written complaint following the phone call.
  • Ergates
    Ergates Posts: 2,773 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    jlo wrote: »
    I have complained to Nationwide. I was just wondering if they had any grounds to be so dismissive to me when I called them.

    Unless you've made recent changes to the payment date of the SO, then it sounds like their mistake.

    It is probably still the simplest solution is to request the HMRC return the money - as they're pretty good at tracking payments received and money owed.
  • jlo
    jlo Posts: 61 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    No recent changes to the payment date.

    I will request a refund from HMRC but having spoken to them they can't even raise a refund request until Friday, so who knows when I will get my money back. In the meantime I am left £200 short which is not ideal.

    I expected better from Nationwide as they are usually great at resolving issues over the phone.
  • Thrugelmir
    Thrugelmir Posts: 89,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    jlo wrote: »
    Definitely a standing order. I set it up online with an end date of Sep 2019.

    Just the once? As standing orders are automated and under your direct control. Be unlikely that NW's systems have duplicated a whole batch of standing orders.
  • jlo
    jlo Posts: 61 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    The standing order ran from april 2019 to september 2019
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 348.2K Banking & Borrowing
  • 252.1K Reduce Debt & Boost Income
  • 452.4K Spending & Discounts
  • 240.8K Work, Benefits & Business
  • 617.1K Mortgages, Homes & Bills
  • 175.6K Life & Family
  • 254K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16K Discuss & Feedback
  • 15.1K Coronavirus Support Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.