NS&I Withdrawal Missing as Bank doesn't accept BACS

glennevis

I once tried to send a payment to Marcus from the wrong account. I received an email from Marcus almost immediately saying:

"Sorry, but we've had to reject a payment into your Marcus account ending xxxx because the transfer was made from a bank account that isn't linked to your Marcus account. Don't worry – the money will be automatically returned to the account you sent it from, usually within one working day."

In my case the funds reappeared almost immediately, but it was a small sum which was being returned to a current account.
It is entirely possible that the CS staff at Marcus are correct when they say they cannot see the transaction because the system automatically rejected it within seconds. The key word in their email is "usually" which assumes the receiving account works to normal bank account timescales. But from the point of view of NS&I, if the NS&I computer treats it as a bank transfer it could be 2 or 3 banking days before it reappears (as per their advice on timescales).

[Deleted User]

BACS isn't PSD compliant and isn't therefore generally available to personal customers.

That's why it will not be enabled for Marcus and fail. It won't get to the point of their sort code/account number validation.

born_again

The biggest issue is the people you speak to at NS&i have very little understanding about what goes on in the background and all the internal accounts they have.
As it is not uncommon for issues with them declining a transaction on the system, customer see's a declined message. But it still goes through. Customer does it again and it's OK.
Customer notices bank account has 2 payments. Usually takes about a week to sort out. Frontline staff do not have a clue about how to sort it.