CASS switch / payment not redirected

Ricketc

Hi all. I switched my current account from TSB to First Direct a few months back. A few weeks after the switch was finished and my TSB account was closed, I withdrew some money from William Hill to that old TSB account. (For whatever reason, William Hill are not great about changing the debit card linked to your account.) Because the CASS service thing is extremely clear that any payment made in error to the old account will simply be forwarded, I didn't think this would matter. But it's been over a month now and the money has not come through to my First Direct. I contacted First Direct about this via the app but they were not much use. It's only £20 or so and hardly worth losing much time over. But it is a little irritating and I do worry about what would happen if a larger sum were to go missing. Anyone had an experience with this? The CASS thing is supposed to be automatic and I wonder if the money will show up out of the blue at some future date. Thanks in advance etc.

PRAISETHESUN

I'm a little confused - was the payout made to your current account or to your old debit card? As far as I know CASS only redirects payments made to your current account - I suspect you'll probably need to get in touch with TSB if the payment was sent to your old debit card instead. 

I've never had an issue with the re-directions after a switch personally (as long as you are within the 3 year time period), but it could be worth sending a penny by FP to your old TSB account details and see where it ends up?

[Deleted User]

PRAISETHESUN said:

I'm a little confused - was the payout made to your current account or to your old debit card? As far as I know CASS only redirects payments made to your current account - I suspect you'll probably need to get in touch with TSB if the payment was sent to your old debit card instead. 

I've never had an issue with the re-directions after a switch personally (as long as you are within the 3 year time period), but it could be worth sending a penny by FP to your old TSB account details and see where it ends up?

The CASS does cover debit card refunds - the OP should contact their new bank and ask them to trace it. It will likely be in a TSB suspense account as merchants don't have to seek authorisation for refunds and HSBC would likely have credited the amount if they had it.

Ricketc

Thanks both. I gather William Hill withdrawals are processed as refunds so that it will have gone to my debit card rather than my account, although as the two were linked I am not totally clear on the difference. I tried sending 10p from First Direct to TSB and it's been redirected more or less instantly so I suppose I shall have to kick up a fuss.

born_again

How did you send 10P via a debit card from bank to bank?
As FD do not process card payments.

CASS does not cover card payments. Only bank transfers.

Best to chase TSB.

Ricketc

Just via the app, a transfer.

Ricketc

In case anyone is interested, this has proved impossible to resolve. William Hill are adamant that it's been credited and have supplied a payment reference and aquirer reference number. But because the account is closed, TSB have no record of an attempted payment at all and claim they can do nothing with these reference numbers. And First Direct say there is nothing they can do either. Fortunately it is a trivial sum of money and perhaps it will turn up somewhere. But beware. CASS is an extremely efficient service, but there are obviously still some issues with it.

born_again

Ricketc said:

In case anyone is interested, this has proved impossible to resolve. William Hill are adamant that it's been credited and have supplied a payment reference and aquirer reference number. But because the account is closed, TSB have no record of an attempted payment at all and claim they can do nothing with these reference numbers. And First Direct say there is nothing they can do either. Fortunately it is a trivial sum of money and perhaps it will turn up somewhere. But beware. CASS is an extremely efficient service, but there are obviously still some issues with it.

They are lying. Or William Hill are.

ARN can be traced by them as the payment is linked to your old card. It will be sat in a TSB internal account. I guess you have only spoken to front line team, who will not have access to the VISA system to trace the funds. It drops to our Disputes & fraud teams to deal with tracking missing card payments. 
I would raise a complaint with TSB.

metrobus

Ive had the same problem.

Natwest to HSBC

Just phoned and been told Natwest do redirect payments made to my old debit card to the new bank (HSBC)

Having read this forum thread before phoning,I said I though it only redirected bank transfer payments,but the Narwest CS 
operatorinsisted it covered payments on to my old debit card and i should wait a bit longer.

Its been 9 days ,so we will wait and see.

Ricketc

This was eventually resolved, by the way. If you have the same problem, get in touch with your current bank and ask to speak to their switching team. They should then contact your old bank who will hunt the money down and forward it on.