118118 Money 'Lost' My Payment!

david_89

Hi,

I have paid into my 118118 Money credit card via bank transfer on 28/04/2020 and it appears they have lost my payment which was over £300. I have spoken with multiple customer service advisers but they are robotic and keep 'raising an enquiry to the relevant department', some even lie that they can do it better than their colleagues. I have received a new statement which is completely incorrect since they have not updated my account.

Have you had a similar experience with this company or any other credit card company and how did you resolve it?   

The payment had been made to their account which is: 00000000, 62-32-47.

[Deleted User]

Yes, others have had similar experiences.  They wait for the company to find the payment.

In the meantime, if you're incurring interest, make another payment if you can afford to.  Though when they find the payment, you will have a case for any interest to be refunded, assuming it wasn't your error.

eskbanker

david_89 said:

Hi,

I have paid into my 118118 Money credit card via bank transfer on 28/04/2020 and it appears they have lost my payment which was over £300. I have spoken with multiple customer service advisers but they are robotic and keep 'raising an enquiry to the relevant department', some even lie that they can do it better than their colleagues. I have received a new statement which is completely incorrect since they have not updated my account.

Have you had a similar experience with this company or any other credit card company and how did you resolve it?   

The payment had been made to their account which is: 00000000, 62-32-47.

Have you paid in that way before?

https://www.118118money.com/easy-ways-pay/ specifies a different destination (although this may be for loans rather than credit cards):

You can make direct payments to us via Internet banking. Our account details are as follows:

Bank account name: 118 118 Money  
Bank account number: 43853098  
Sort code: 20-17-76

Please enter your agreement number (located on the top of your loan agreement) as the payment reference when making your repayment.

Did you set the payment reference correctly?

david_89

Yes, payment reference was correct as it is not the first time I have paid that way, same about their account.

max673

Yep.  They "lost" my payment for over £700.  Their customer support hung up on me and didn't call back.  I had to email them, call back, and raise a complaint.  It's been 5 days (inc weekend) and I'm still waiting. 

I'm sure that 00000000 is a shared holding account too.  Basically the company is having a human manually scan through each transaction made to it to look for the payment, which is error prone. Convenient for them though, if people don't notice, they get free money!

I had personally saved the bank transfer details in my bank account and they had worked previously, after an unreasonable amount of time it 'usually' shows up.  When the transfer finally comes through I'm never using this company again. Not being able to pay into a financial services account is below abysmal. 

Ebe_Scrooge

You do realise that this thread is 2 and a half years old?

WillPS

Ebe_Scrooge said:

You do realise that this thread is 2 and a half years old?

I'm not sure that matters, it's the same issue and it's a worthwhile bit of experience to share for others, particularly those considering doing business with 118118 Money.

If they are relying on a human being manually checking and processing payments to their account that really rather poor in this day and age.