Missing faster payment

eskbanker

MrsMeg said:

flo22 said:

Was the credit card a Santander one or was the recipient bank just Santander?

Santander were the CC company and therefore the receiver of the payment, but they refused it and sent it back with their reference. Then have disputed ever having received it since then.

If you were using your credit card number as the reference for the payment from A to B (as would be the norm if using standardised sort code/account number details), then if those destination details were invalid, it seems plausible that the same reference would automatically be attached to the money as it bounced back, without any actual deliberate intervention from Santander?

MrsMeg

mab3000 said:

Could it be possible that you used the incorrect payment reference when you sent the payment to your Santander credit card? Either a digit or more wrong, or not using the correct payment reference? Usually you would use the credit card number, then once they receive the payment they then know which credit card account the payment needs to go to. 

Might explain why Santander sent the payment back, and wouldn’t have been able to trace the payment you made to them to you. 

No, the reference is the long number on the card, 100% accurate.
Santander initially said that the payment details I used were incorrect, but it's details they provided to my bank. Also a quick google of the details suggests it was valid back in the day, but may have been superseded. In which case, Santander are obliged to tell my bank that those details are no longer valid and remove from the Pay A Company portal.
Either way, Santander have been quite awful, and been over 14 days since I received an update on my complaint.

flo22

MrsMeg said:

 Santander are obliged to tell my bank that those details are no longer valid and remove from the Pay A Company portal.

Santander would/should raise an amendment to the Biller database which would then filter out to your bank.  

I've just had a quick look and I can't see a Santander card on there

MrsMeg

eskbanker said:

If you were using your credit card number as the reference for the payment from A to B (as would be the norm if using standardised sort code/account number details), then if those destination details were invalid, it seems plausible that the same reference would automatically be attached to the money as it bounced back, without any actual deliberate intervention from Santander?

According to Bank A, the way the payment was returned was not because the details were incorrect, but as a two step process. So if I had picked an account that physically didn't exist, the returned payment would look different to the return that actually took place. Apparently, my returned payment had the hallmarks of having been accepted, then 6 or so hours later, returned on an unconnected transaction. This info came from Bank A.

MrsMeg

flo22 said:

Santander would/should raise an amendment to the Biller database which would then filter out to your bank.  

I've just had a quick look and I can't see a Santander card on there

I don't know where you are looking, but when I used the Pay A Company function, I was offered numerous options for Santander, I narrowed it down to Mastercard and used that option.
Santander say those details are incorrect. But they are the provider of those details.

penners324

Why not use the details quoted on the credit card statement?

MrsMeg

penners324 said:

Why not use the details quoted on the credit card statement?

I don't get paper statements, and the e-statements are hard to read for me.
Why do companies have a Pay A Company function if we aren't meant to use it?

Thrugelmir

MrsMeg said:

This is still drawing on. Bank B has stopped responding to my complaint. 
I just want to know why the payment was refused, and get recompense for the trauma this has caused me (in the scheme of things, yeah, I know)

Maybe an internal policy decision not to accept payments by such means. As involves manual processing. With many people WFH simplyfying proccesses will have been paramount. 

eskbanker

MrsMeg said:

eskbanker said:

If you were using your credit card number as the reference for the payment from A to B (as would be the norm if using standardised sort code/account number details), then if those destination details were invalid, it seems plausible that the same reference would automatically be attached to the money as it bounced back, without any actual deliberate intervention from Santander?

According to Bank A, the way the payment was returned was not because the details were incorrect, but as a two step process. So if I had picked an account that physically didn't exist, the returned payment would look different to the return that actually took place. Apparently, my returned payment had the hallmarks of having been accepted, then 6 or so hours later, returned on an unconnected transaction. This info came from Bank A.

MrsMeg said:

flo22 said:

Santander would/should raise an amendment to the Biller database which would then filter out to your bank.  

I've just had a quick look and I can't see a Santander card on there

I don't know where you are looking, but when I used the Pay A Company function, I was offered numerous options for Santander, I narrowed it down to Mastercard and used that option.
Santander say those details are incorrect. But they are the provider of those details.

It obviously seems likely that Santander originally provided the details on the list you refer to, but they can't be held accountable for ongoing maintenance of that list within Bank A if Santander updated the central database mentioned above, so the existence of an obsolete entry on that list within Bank A could be Santander's fault or it could be Bank A's.  Given that each has blamed the other, if you're looking to come down on the side of blaming Santander then you should do so with something more impartial than Bank A's version of events.  Out of curiosity, who is Bank A?

phillw

MrsMeg said:
Why do companies have a Pay A Company function if we aren't meant to use it?

Nothing is perfect.

I either pay by direct debit, so it's their fault if the money doesn't go out. Or I phone them up or go online and pay by debit card, so if there is a problem then it's their fault (and if you phone them and something goes wrong, then you can complain that the customer service agent didn't tell you that you're making a mistake).

Expecting one bank to correctly pass their details onto another, then making it my problem, is just asking for trouble IMO.