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HL withdrawal message - 'Returned to payment source'

Options
Anyone else encountered this message previously?

This was encountered after the product has matured (and interest added) and a full withdrawal was requested:

From
Active Savings Account - cash hub
To
Nominated Bank Account xxxx-xxxx
Amount
£xxxxx.xx
To
Returned to payment source
Amount
£25.00

In order to comply with the UK requirements relating to anti-money laundering regulations, part of your withdrawal has been returned to its original source.

Payment will be sent on the next working day and the money will normally be available in your bank account within three working days of the payment being sent.

Comments

  • dunstonh
    dunstonh Posts: 119,608 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    It means the payment has failed and it has been returned.  Usually down to wrong bank details or closed account
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • ColdIron
    ColdIron Posts: 9,810 Forumite
    Part of the Furniture 1,000 Posts Hung up my suit! Name Dropper
    I had one of these 6 months ago. Due to a processing delay I ended up having a payment in and a withdrawal happen on the same day for the same amount but with different bank accounts. They returned my payment to my debit card and (from memory) cancelled the withdrawal. As they say it's an AML thing
  • veryintrigued
    veryintrigued Posts: 3,843 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 3 June 2021 at 3:33PM
    That can't be the issue, surely, as the redacted bit is stating thousands have been sent with only £25 has been returned.dunstonh said:
    It means the payment has failed and it has been returned.  Usually down to wrong bank details or closed account

  • ColdIron
    ColdIron Posts: 9,810 Forumite
    Part of the Furniture 1,000 Posts Hung up my suit! Name Dropper
    I'm not saying it is the issue but you asked
    Anyone else encountered this message previously?
  • veryintrigued
    veryintrigued Posts: 3,843 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Thanks for the replies so far.

    I've just received the following email so I guess I'll wait to see what turns up:

    Dear veryintrigued

    We have received your request to withdraw money from your Active Savings Account.

    You can expect to be in receipt of your money within three working days of sufficient cleared funds being available

    We will send a further confirmation once your withdrawal payment has been processed.

    If you have any questions about your withdrawal, please call our Helpdesk on 0117 980 9995.


  • colsten
    colsten Posts: 17,597 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    Yes, HL do this for some odd reason. They send a random amount of your withdrawal to the card you made the original deposit with.

    It‘s annoying but okay if you still have the card you made the original deposit with. Goodness knows what happens if you don‘t have the card/account any longer.
  • veryintrigued
    veryintrigued Posts: 3,843 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 4 June 2021 at 1:18PM
    Thanks all.

    HL sent two secure messages this morning and both the larger amount and the £25 are now safely in my current account (and beyond).

    Great service in the end here.
  • where_are_we
    where_are_we Posts: 1,215 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    My withdrawal from the cash hub to my current account took just a few minutes. This was the proceeds (Balance plus interest) from a 1 year fix (close brothers) in active savings. Perhaps what happened to you was the result of trying a do a withdrawal to a "curry account"?
  • happybagger
    happybagger Posts: 1,030 Forumite
    Eighth Anniversary 1,000 Posts Name Dropper Combo Breaker
    I think this stems from the 'bonus' they paid for opening the account. If you've already withdrawn that £25 like I did, it says it will withdraw the rest to your nominated account and £25 to the card originally used.
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