Switched bank - refund made to debit card from closed account missing

l.c.elliott

Thanks for the advice everyone, I actually called my new bank this morning (RBS) and explained the situation and quoted the current account switch guarantee to them. They said they would deal with it and chase the missing payment and I wouldnt have to worry about doing it thank goodness! So waiting to hear back from them. But I'll keep in mind that I could try contacting Halifax and speaking to the dispute or fraud department. The retailer provided me with the ARN number and I have the date the transaction was processed so hopefully that's enough if I have to go through Halifax rather than RBS to sort this.

DCFC79

l.c.elliott said:

Thanks for the advice everyone, I actually called my new bank this morning (RBS) and explained the situation and quoted the current account switch guarantee to them. They said they would deal with it and chase the missing payment and I wouldnt have to worry about doing it thank goodness! So waiting to hear back from them. But I'll keep in mind that I could try contacting Halifax and speaking to the dispute or fraud department. The retailer provided me with the ARN number and I have the date the transaction was processed so hopefully that's enough if I have to go through Halifax rather than RBS to sort this.

Do post back with how you get on.

Thrugelmir

With staff WFH probably taking far longer to process than normal. 

l.c.elliott

Update: after waiting over a week after I contacted RBS, I contacted them again and they said they had contacted halifax to ask about the money in a suspense account. They hadn't received a response from them (surprise surprise) and told me it was now up to me to get in contact with halifax!! I told them I had tried multiple times and each time halifax had just fobbed me off, again I told them about the current account switch guarantee and how they should be covering any payments that dont reach my account. They told me to submit a complaint which is what I have done. I will let you know when I hear back from complaints

[Deleted User]

l.c.elliott said:

Update: after waiting over a week after I contacted RBS, I contacted them again and they said they had contacted halifax to ask about the money in a suspense account. They hadn't received a response from them (surprise surprise) and told me it was now up to me to get in contact with halifax!! I told them I had tried multiple times and each time halifax had just fobbed me off, again I told them about the current account switch guarantee and how they should be covering any payments that dont reach my account. They told me to submit a complaint which is what I have done. I will let you know when I hear back from complaints

I would suggest submitting a complaint with RBS and a parallel one with Halifax.

Chandrakant1

I have had same issue. purchased something using debit card of previous bank (TSB) from Amazon prior  to switching bank account to First direct. I had to return item back to Amazon for refund.  when they offered for refund  I did say I have changed bank can I give you new Account details for refund to go in.. Amazon said they could not do that refund has to go to original method of payment. but they said not to worry it will be diverted to my new bank account. 
They have send me Email with transactions reference and said they cannot help any further.
Now I have reached dead lock with both. amazon says they have transaction ID (which according to them cannot be generated without bank (TSB) accepting money. TSB saying that Transaction ID mean nothing to them and refusing to help any more. TSB saying they have no trace of money coming to them. My new bank (First Direct) saying they not received any thing!!.
No one can say where is my REFUND !!!! I must have made at least 15 calls and countless time on phone.  I am so angry !!
 I have put complain to Finance ombudsman and direct to TSB. waiting for their reply.

born_again

Chandrakant1 said:

I have had same issue. purchased something using debit card of previous bank (TSB) from Amazon prior  to switching bank account to First direct. I had to return item back to Amazon for refund.  when they offered for refund  I did say I have changed bank can I give you new Account details for refund to go in.. Amazon said they could not do that refund has to go to original method of payment. but they said not to worry it will be diverted to my new bank account. 
They have send me Email with transactions reference and said they cannot help any further.
Now I have reached dead lock with both. amazon says they have transaction ID (which according to them cannot be generated without bank (TSB) accepting money. TSB saying that Transaction ID mean nothing to them and refusing to help any more. TSB saying they have no trace of money coming to them. My new bank (First Direct) saying they not received any thing!!.
No one can say where is my REFUND !!!! I must have made at least 15 calls and countless time on phone.  I am so angry !!
 I have put complain to Finance ombudsman and direct to TSB. waiting for their reply.

You need the ARN from Amazon. Give that to TSB & they will find the payment in one of their internal accounts.

Chandrakant1

born_again said:

Chandrakant1 said:

I have had same issue. purchased something using debit card of previous bank (TSB) from Amazon prior  to switching bank account to First direct. I had to return item back to Amazon for refund.  when they offered for refund  I did say I have changed bank can I give you new Account details for refund to go in.. Amazon said they could not do that refund has to go to original method of payment. but they said not to worry it will be diverted to my new bank account. 
They have send me Email with transactions reference and said they cannot help any further.
Now I have reached dead lock with both. amazon says they have transaction ID (which according to them cannot be generated without bank (TSB) accepting money. TSB saying that Transaction ID mean nothing to them and refusing to help any more. TSB saying they have no trace of money coming to them. My new bank (First Direct) saying they not received any thing!!.
No one can say where is my REFUND !!!! I must have made at least 15 calls and countless time on phone.  I am so angry !!
 I have put complain to Finance ombudsman and direct to TSB. waiting for their reply.

You need the ARN from Amazon. Give that to TSB & they will find the payment in one of their internal accounts.

Thanks for that.
Not sure if Transaction ID and ARN are the same. According to Amazon that TID is generated as proof of transaction. TsB not interested in that reference. However Tsb did look in to my account to see it there were any transactions after my switche.
So frustrating...
I am just gonna have to wait for response from Ombudsman.

eskbanker

Chandrakant1 said:

born_again said:

Chandrakant1 said:

I have had same issue. purchased something using debit card of previous bank (TSB) from Amazon prior  to switching bank account to First direct. I had to return item back to Amazon for refund.  when they offered for refund  I did say I have changed bank can I give you new Account details for refund to go in.. Amazon said they could not do that refund has to go to original method of payment. but they said not to worry it will be diverted to my new bank account. 
They have send me Email with transactions reference and said they cannot help any further.
Now I have reached dead lock with both. amazon says they have transaction ID (which according to them cannot be generated without bank (TSB) accepting money. TSB saying that Transaction ID mean nothing to them and refusing to help any more. TSB saying they have no trace of money coming to them. My new bank (First Direct) saying they not received any thing!!.
No one can say where is my REFUND !!!! I must have made at least 15 calls and countless time on phone.  I am so angry !!
 I have put complain to Finance ombudsman and direct to TSB. waiting for their reply.

You need the ARN from Amazon. Give that to TSB & they will find the payment in one of their internal accounts.

Thanks for that.
Not sure if Transaction ID and ARN are the same. According to Amazon that TID is generated as proof of transaction. TsB not interested in that reference. However Tsb did look in to my account to see it there were any transactions after my switche.
So frustrating...
I am just gonna have to wait for response from Ombudsman.

First Direct, as the receiving bank in the switch, should be pursuing this for you - post-switch redirection is handled by a centralised engine that should mean that such transactions don't make it as far as the original bank (TSB) at all, so it's the new bank that should own all such issues.

The ombudsman service is unlikely to be able to intervene in something like this, as it's intended to review an individual institution's handling of your formal complaint rather than to arbitrate to try to track down a missing transaction....

born_again

eskbanker said:

Chandrakant1 said:

born_again said:

Chandrakant1 said:

I have had same issue. purchased something using debit card of previous bank (TSB) from Amazon prior  to switching bank account to First direct. I had to return item back to Amazon for refund.  when they offered for refund  I did say I have changed bank can I give you new Account details for refund to go in.. Amazon said they could not do that refund has to go to original method of payment. but they said not to worry it will be diverted to my new bank account. 
They have send me Email with transactions reference and said they cannot help any further.
Now I have reached dead lock with both. amazon says they have transaction ID (which according to them cannot be generated without bank (TSB) accepting money. TSB saying that Transaction ID mean nothing to them and refusing to help any more. TSB saying they have no trace of money coming to them. My new bank (First Direct) saying they not received any thing!!.
No one can say where is my REFUND !!!! I must have made at least 15 calls and countless time on phone.  I am so angry !!
 I have put complain to Finance ombudsman and direct to TSB. waiting for their reply.

You need the ARN from Amazon. Give that to TSB & they will find the payment in one of their internal accounts.

Thanks for that.
Not sure if Transaction ID and ARN are the same. According to Amazon that TID is generated as proof of transaction. TsB not interested in that reference. However Tsb did look in to my account to see it there were any transactions after my switche.
So frustrating...
I am just gonna have to wait for response from Ombudsman.

First Direct, as the receiving bank in the switch, should be pursuing this for you - post-switch redirection is handled by a centralised engine that should mean that such transactions don't make it as far as the original bank (TSB) at all, so it's the new bank that should own all such issues.

The ombudsman service is unlikely to be able to intervene in something like this, as it's intended to review an individual institution's handling of your formal complaint rather than to arbitrate to try to track down a missing transaction....

Transaction id is not the same as ARN (acquirer reference number)

Trouble with card payments and switches, & I see why @eskbanker says its FD responsibility to chase. There is nothing they can do other than contact TSB & hope they can find it & send it on. Once a payment hits a internal account. It seems from experience that the switch system goes to pot. Card payments do not seem to work in the same way as Faster Payments. As a stopped card automatically directs payments to the internal accounts & these systems are based on card number rather than account number.

Have chased enough payments to know 99% of the time it is held at other banks internal acc, but they just can not be bothered to look for them till someone does a audit on the outstanding balance. We have given up on many, only to see them come in months later.