Balance Transfer disaster

born_again

You really can't do anything further at the moment. As a complaint is open make sure that they do not close it untillyou are happy and the whole transfer is sorted out.
If the offer ends. I would as part of the complaint want the same 0% offer to stand and also any interest charges refunded due to the error, So long as it is not you that has given the wrong card number.
I would add that your new provider are it many ways in the hands of your old provider, as they need to locate the funds at their end to send back.
You old CC provider are not really telling the truth, is this just the front line call center you are speaking too, or are you being passed to a internal team who deal with these issues?. As they will have internal accounts for just this issue where funds received can't be assigned to a account. Or it would mean that it would be bounced straight back to your new provider.

Who are the 2 providers?

MrCbomb

The balance transfer was completed online by myself. So I have to take responsibility. I deal with numbers all day long and this is very unlike me to input the incorrect digits, but again I accept I made a mistake.

Original funds are at Halifax the transfer was completed through HSBC and there service is quite poor. I’ve literally heard nothing. The transfers was complete in January.

Halifax put me through to someone in transfer who told me they don’t have a unallocated account where funds are held. 

Would I be covered by the Misdirected Payment Code which claims they should act within 2 working days?

born_again

We usually say about 10 days to resolve missing credit card payments. But that is all dependent other the other party cooperating.

MrCbomb

Well we are way past 10 days. 

I don’t see what else I can do if I try and take a stand it’ll be me and my credit record that will be impacted

born_again

MrCbomb said:

Well we are way past 10 days. 

I don’t see what else I can do if I try and take a stand it’ll be me and my credit record that will be impacted

You have raised a complaint. Nothing more at the moment you can do. Just make the minimum payments and then factor that into the compensation you get at the end.
It won't impact your credit history as bank will ensure that it is not recorded.

TBH. What we do if the other party is not playing ball is refund the customer and continue the process in the background.
That way the customer is not impacted.

MrCbomb

Ok so the it appears the impossible has happened, I still haven’t heard anything back from either bank, so I contacted them this morning and apparently the card number I entered is an existing card number and that appears to be the reason why the recall hasn’t happened. 

So what happens now??

born_again

MrCbomb said:

Ok so the it appears the impossible has happened, I still haven’t heard anything back from either bank, so I contacted them this morning and apparently the card number I entered is an existing card number and that appears to be the reason why the recall hasn’t happened. 

So what happens now??

Your complaint is going to have to be escalated. Tell them that you expect that you want this resolving and in the mean time all interest and payments frozen. 
To match another card means more than 1 number has been entered wrong.
I can fully see this going to FOS to rule on.
 What they are going to have to get the card owner, who has got your funds to give them back. which can be fun if they do not respond.

[Deleted User]

Don’t worry, you shouldn’t have to pay £10,000 back, I’d speak to both companies to sort the mix up and as it’s been over 8 weeks since the initial issue possibly worth complaining to the Financial Ombudsman.

MrCbomb

Ok so there is now an outcome.
Basically a branch Manager took pity and spent the whole day trying to get to the bottom of this and got it recalled! 

But my god what a rigmarole. Appalling customer service.
In case your wondering there was a good will gesture of £80 to cover the interest of £80 incurred.

The money went missing for 45 days, I made 16 phone calls visited branch 4 times, sent 11 emails and had 2 complaints raised one they close in error.. for a while it was like a part time job.

northwalesd

Glad to hear you finally got it sorted, and thanks for updating the thread.