Arghh Nightmare sorting out mistake paying final bill

Iwanttobefree

Tuesday I contacted Halifax for a final redemption figure, understandably at this time there was a LONG wait to get through.

They gave me a sort code and account number that redemption payments have to me made to, and told me to include my account number with an additional couple of zeros as the ref number.

Simple enough.

I logged onto Natwest, set up a payment to Halifax, typed my account no with extra 2 zeros (and went through from a letter from Halifax, ticking off each number of my account to double check I had entered it properly)

Then tried to continue, Natwest threw up a fraud warning as I had entered Halifax and the sort code was for LLoyds, I investigated (even put a thread on here to check) and yes it was the right numbers.

So I went back to my Natwest, re-entered all the details, re double checked the ref number with the added zeros,  clicked trough the 3 or 4 pop up windows warning me it was Lloyds, warning of possible fraud etc, and made the payment. 

Today I phoned Halifax, just to double check they had received the money as it wasn't showing in my account, very polite helpful person, said to check back Monday as it should be in by then, as long as I remembered to put the extra zeros on my account, I assured her I had.

Anyway, I thought I would double check for peace of mind, loged onto Natwest and there's zero ref number on there at all, contacted them by online chat, they checked and said it definitely went out with no ref no .

No idea why, whether I was brain dead after 3 1/2 hours of trying to talk to two banks, or whether Natwests pop ups etc removed it.

So I explained my situation to Natwest, no worries, they gave me a long Fast Payment number, said if I give that to Halifax, Halifax can allocate the money to me.

So I phone Halifax (have to lie as to why I want to speak to them else I get cut off as they are only taking certain calls at the moment) , after 42 mins on hold, I get through to what was your stereotypical overseas call center.  I have zero problems with overseas call centres where their staff understand simple things, but our convesation nearly drove me to madness, but I remained polite.

I explained the situation to him, I explained my money will be sitting in their account but they will have zero idea it's for me, and how I have the fast payment ref for this transaction.  He then said it hadn't his my account yet and I should try looking again in two more business days.

I then politely explained that it cant hit my account as there's no indication that the money was sent from me. He again repeated he cant see the money in my account.  At this point I politely asked if it's possible to speak to a supervisor, he said OK, the next thing I know is I'm back at the original phone options when I first phoned,  after another 50 mins, I gave up and ate some lunch.

I then had the idea of contacting Halifax through Facebook PM and without giving any personal information, asked if they could get someone to see who I need to give the fast payment info to.

In their credit, they got back to me very quickly telling me they are looking into it and would get back to me.

They got back and said

Thanks for your patience. I've looked into this further and I'd recommend contacting NatWest again, and ask them to conduct a payment trace. We can then liaise with them directly to return the payment, so it can be sent again with the correct reference.

So I contact Natwest, when I explained it all ancdcopied Halifaxs above quote, Natwest said

I see 
In this case I'll raise a faster payment recovery claim for you. The maximum time it can take in the investigation is 24 working days.
The recovery of payment is also not 100% guranteed but in this case it should be an issue as the payment is held by Halifax and not with any indivisual.
The team will get back to you after the investigation is over.

I started this at 9am, had a 30 min break for lunch, I got to the above at 14:30.

So I presume I'll have to get a new redemption figure, make my normal monthly payment thats due on 1st May  (already cancelled DD as thought it was now paid in full) , and wait to see what happens.

There's a big chance that had Halifax warned me that the sort code is for Lloyds, when they gave me their redemption figure, I wouldn't have been so stressed and would have noticed the ref number had disappeared. 

I appreciate places are short staffed with the virus etc, just wanted to moan as this has driven me nuts.

Thrugelmir

Iwanttobefree said:

I appreciate places are short staffed with the virus etc, just wanted to moan as this has driven me nuts.

Until workarounds are established. Delays will be a fact of life. Might as well just accept it and get on with life. 

Iwanttobefree

Though't I'd try phoning Halifax again the second their phone lines opened at 9am today.
Got straight through to the UK, he took my details, said they can easily allocate the funds to my account, the only reason they might not if is they have already returned the payment to Natwest due to no ref number on.  Said they always return payments if they can't allocate them.

Total time, under 15 mins