Payment not received

diamond_dave

I pay my FIL's care home fees from Santander each week using the details provided by the home via faster payment mandate. Just had a letter from them saying that a payment in January had not been received. Checking the statements I can see that the payment has gone out and been received, the reference and details are correct but they insist its not arrived. The only strange thing is that usually the payment goes out under a mandate number, but in this case I can see that the payment is listed as a transfer. Have spoken to Santander and they confirm the payment has been made. Can I insist that Santander track the recipient? If this was the first payment I could believe that I had made a mistake with the details, but the details ( reference, Bank account, sort code etc) are always the same ie I don't input the details each time a payment is made. Why would he statement list it as a transfer? Just to add I sent a screenshot of the payments and they replied with a screenshot not showing the payment.!!Thanks in advance.

sassy_one

Future dated by any chance could be one thought. 

Or perhaps the home is searching standing order payments incoming rather than the wider incoming payments as a whole.

Send them a copy of your statement or online screenshot, hide all other transactions.

Ask them to contact their bank as clearly yours are saying it's been sent.

colsten

diamond_dave said:

I pay my FIL's care home fees from Santander each week using the details provided by the home via faster payment mandate. 

What is a faster payment mandate? Do you mean a Standing Order? Or do you make the payments manually?

diamond_dave said:

Checking the statements I can see that the payment has gone out and been received

How can you see that the payment has been received?

diamond_dave said:

Can I insist that Santander track the recipient?

Yes you can. It is the sending bank's responsibility to trace the payment. 

jonnygee2

First, ask your bank for the faster payment reference number (the Faster Payment ID / FPID) and status. This is unique to the transfer, and the fact they can give it to you should be enough evidence that it's been sent. If the payment bounced, that will be clear when they look for the number.

If they give it to you, then provide that to the recipient to take up with their bank. The likelihood is - it bounced at one end or the other (which is pretty common - often due to connection timeouts), and then got stuck in one of their holding accounts.

Frontline customer service staff may not have the skills or tools to access this information, so you may need to escalate. If they are not helpful or don't understand, ask to raise an official complaint and then follow the process until you get the information you need.

diamond_dave

Thanks for replies - the payment is made manually, not SO. The details are already listed on the payments and transfer list so I don't input the details each time , just press the payment and add the amount. When logging off the screen lists the details of actions carried out - which I always check. I have a screen shot of all payments made at that time and it is listed as"Received".Will ring Santander again and request the fpid and status.I don't understand why this payment was listed as " Transfer via faster payments"
instead of "Faster payment Mandate number xxx " which is the usual title of the payment.

diamond_dave

Update:- called Santander and spoke to a lovely lady who gave me the fpid number and confirmed that the payment had gone to the correct account.The recipient then checked their account and found that it had been allocated to my wife's name not mine! So all fine - many thanks for all advice.