Newday/Aqua missed payments online

nvb272

Hi

Has anyone made payments online only to discover payments have not been made resulting in late fees?

sometimeago i made a payment on line and got the thanks for your payment screen and then discoverd later no payment went through-Aqua are calling me a liar.

[Deleted User]

if you made payment, was the money removed from your account? If not, did you not follow it up?
The process if you are unhappy is to make a complaint to them formally and ask that they refund the late fee
In the future, set up a direct debit

nvb272

that's not what I'm asking-I'm fully aware of the complaints procedure. My point is, and what i am  trying to prove is that Aqua are telling people that payments are made when they are not.
Please don't tell people to set up direct debits that's not your business.

The_Fat_Controller

Did you get a receipt email or other confirmation when you paid Aqua ?
What does the statement from the paying bank say happened on that day ?
Did the money leave your account at all ?

nvb272

not being funny but i'm asking if other people have experienced the same thing as the last time i was on this forum there were people who had messages stating that payments were made when they were not. payments not coming out is irrelevant-my point is simple, if Aquas online payment page is thanking customers for payments then not taking then there is a problem at their end and it is inevitable that some people won't check or are able to check their accounts.

eskbanker

I'd be amazed if any system involving online payments didn't suffer the odd hiccup, but even if loads of people post to say they've experienced the same thing (and there's not much sign of any such traction so far), do you seriously believe that relaying unverifiable anecdotal claims from anonymous web forum users to Aqua will make the slightest difference to your dispute with them?

born_again

nvb272 said:

not being funny but i'm asking if other people have experienced the same thing as the last time i was on this forum there were people who had messages stating that payments were made when they were not. payments not coming out is irrelevant-my point is simple, if Aquas online payment page is thanking customers for payments then not taking then there is a problem at their end and it is inevitable that some people won't check or are able to check their accounts.

But if you checked the account the payment was coming from, then you would know with certainty it had been made.

Surely you check your bank account to make sure all debits are correct?

You can take screen shots of the message etc as proof.

[Deleted User]

nvb272 said:

that's not what I'm asking-I'm fully aware of the complaints procedure. My point is, and what i am  trying to prove is that Aqua are telling people that payments are made when they are not.
Please don't tell people to set up direct debits that's not your business.

A DD would ensure you didn't get a fee and a black mark on your credit file, more fool you if you wish to ignore this advice.

sleepyjones

I think the above advice is pretty sound ... you need to check your bank to see if the payment actually left your account,  if it did then you can supply Newday with evidence of it leaving your account and they can then try and track down the payment and then we don't have an issue here anymore.

Payments can sometimes take a couple of days to go through, so if it was a case for example,  that you went online to pay the "bill" on the day it was due, it took a few days to process meaning you were late paying and you get a charge for a "missed payment"?   
I'm not sure they would allow you to continue using the card if the payment was missed and not just a few days late though.

In answer to your question though, I haven't noticed any posts about "payments online only to discover payments have not been made", so if this was a problem for them, I don't suspect it's a big issue now (at least it isn't on this forum (that I've noticed)).

phillw

born_again said:
Surely you check your bank account to make sure all debits are correct?

You can take screen shots of the message etc as proof.

I agree on taking a screen shot, I don't reconcile my bank account. I would query transactions I didn't recognize, but missing transactions would not get picked up. Supermarkets could take more money if they wanted and I wouldn't notice, but then I rarely double check the receipt against the prices on the shelf either.
I check more carefully when buying online and I'm not sure they aren't going to rip me off.

Blackbeard_of_Perranporth

No problems at all. DD taken out on time and no late charges!