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Balance transferred to wrong account!
niff1984
Posts: 4 Newbie
in Credit cards
Hi just looking for some advice as to my next steps, the situation is as follows.
I made a request to do a balance transfer of £3500 from my Sainsburys credit card, on to my creation finance credit card. This was done online. A few days later I received an email from creation asking for further information. They needed my Sainsbury credit card account number and sort code. I sent them this information. It should be noted here that in the email they refer to my Sainsburys card multiple times, and there is a receipt/confirmation attached to this email showing my request for £3500 and the last 4 digits of the card I requested the transfer from (my Sainsburys card).
A few days later, I notice the balance on my creation account has increased by £4500, not £3500, and the balance on my Sainsburys account remains the same. I contact creation via email saying they have sent the wrong amount. They reply to say once it goes on to my Sainsburys card, I need to ask Sainsburys to do a partial refund back to creation. After waiting a few days, still no sign of the money on my Sainsburys card. I call creation, they say it can take up to 10 working days. I wait longer, still nothing. This all happened in November. I made the initial balance transfer request on the 5th on November.
Toward the end of Nov, start of Dec, I phone back a few times asking for an update, after being fobbed of a few times, finally it transpires that the card number was inputted incorrectly. They blamed me for this. I sent them the initial email showing the correct details. Still they keep using the phrasing over the phone that I put in the wrong details. They say ether way they can recall the money. A wait a few more weeks, until mid December, and phone back again. every time i get a new person and every time I have to explain the situation from the start. This time I get told over the phone that it was sent to an MBNA account. again I refer them to the original email where they themselves discuss my Sainsburys card. End of December rolls round, still the money hasn't returned to my account. I phone them and complain that I am now having to pay for this balance even though it was there mistake. I had to pay my November statement, and now my December statement. I am again told over the phone that i input the details correctly. I tell them I haven't had an MBNA card for sometime, and I don't see how I could have done this, and also the original correspondence with them show the correct, Sainsburys, details. The guy on the phone then says I emailed them on the 20th January 2020 asking for a balance transfer of £4500 to my MBNA account!! (I checked back and yes this did happen at the beginning of 2020, I bounce around a lot looking for best 0% deals). Turns out somehow they looked at my historical data and processed that! They claimed on 9th of December to have received notification from MBNA that the recall has been processed and its out of there hands. I still dont have the money back and have since had to pay two payments to the account to avoid effecting my credit.
I have tried to get them to admit fault in an email, but they wont. And even over the phone they still wont except that this was there mistake.
My question is, should i stop paying the balance payments until this is sorted?
Do I have to wait for the recall? If it was there mistake, shouldn't they just refund me the money and try t recoup the losses themselves from MBNA?
Does anyone know how long a recall usually takes?
Do you think its worth complaining to the financial ombudsman about this?
Any advice would be greatly appreciated! I am now effectively paying double than the original plan, as the credit card I was going to transfer from, but wasn't done, needs paid, and now I have this £4500 balance on creation I have to pay!
I made a request to do a balance transfer of £3500 from my Sainsburys credit card, on to my creation finance credit card. This was done online. A few days later I received an email from creation asking for further information. They needed my Sainsbury credit card account number and sort code. I sent them this information. It should be noted here that in the email they refer to my Sainsburys card multiple times, and there is a receipt/confirmation attached to this email showing my request for £3500 and the last 4 digits of the card I requested the transfer from (my Sainsburys card).
A few days later, I notice the balance on my creation account has increased by £4500, not £3500, and the balance on my Sainsburys account remains the same. I contact creation via email saying they have sent the wrong amount. They reply to say once it goes on to my Sainsburys card, I need to ask Sainsburys to do a partial refund back to creation. After waiting a few days, still no sign of the money on my Sainsburys card. I call creation, they say it can take up to 10 working days. I wait longer, still nothing. This all happened in November. I made the initial balance transfer request on the 5th on November.
Toward the end of Nov, start of Dec, I phone back a few times asking for an update, after being fobbed of a few times, finally it transpires that the card number was inputted incorrectly. They blamed me for this. I sent them the initial email showing the correct details. Still they keep using the phrasing over the phone that I put in the wrong details. They say ether way they can recall the money. A wait a few more weeks, until mid December, and phone back again. every time i get a new person and every time I have to explain the situation from the start. This time I get told over the phone that it was sent to an MBNA account. again I refer them to the original email where they themselves discuss my Sainsburys card. End of December rolls round, still the money hasn't returned to my account. I phone them and complain that I am now having to pay for this balance even though it was there mistake. I had to pay my November statement, and now my December statement. I am again told over the phone that i input the details correctly. I tell them I haven't had an MBNA card for sometime, and I don't see how I could have done this, and also the original correspondence with them show the correct, Sainsburys, details. The guy on the phone then says I emailed them on the 20th January 2020 asking for a balance transfer of £4500 to my MBNA account!! (I checked back and yes this did happen at the beginning of 2020, I bounce around a lot looking for best 0% deals). Turns out somehow they looked at my historical data and processed that! They claimed on 9th of December to have received notification from MBNA that the recall has been processed and its out of there hands. I still dont have the money back and have since had to pay two payments to the account to avoid effecting my credit.
I have tried to get them to admit fault in an email, but they wont. And even over the phone they still wont except that this was there mistake.
My question is, should i stop paying the balance payments until this is sorted?
Do I have to wait for the recall? If it was there mistake, shouldn't they just refund me the money and try t recoup the losses themselves from MBNA?
Does anyone know how long a recall usually takes?
Do you think its worth complaining to the financial ombudsman about this?
Any advice would be greatly appreciated! I am now effectively paying double than the original plan, as the credit card I was going to transfer from, but wasn't done, needs paid, and now I have this £4500 balance on creation I have to pay!
0
Comments
-
1. No.
2. Yes.
3. No.
4. Hopefully within a week or so.
5. If they don't resolve it, yes.2 -
Complain in writing to the lender, you can't access the FOS without a complaint to the bank first (or you can but the FOS will go back to the bank first). Once you have a complaint resolution you're sorted, if they reject it or end up in a deadlock, then go to FOS. I would suggest you detail carefully (with evidence) all your losses/expenses in your complaint0
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