Creation did not credit a transfer of £1,000 made into their account

jumperabv3

phillw said:

Have you spoken to Metro Bank? They may have held the transaction if they thought it was fraudulent.

When that happens banks will usually deny it at first, because they need to be sure you aren't the fraudster.

I haven't, the funds are shown as deducted - should I still call Metrobank to inquire?

jumperabv3

jumperabv3 said:

phillw said:

Have you spoken to Metro Bank? They may have held the transaction if they thought it was fraudulent.

When that happens banks will usually deny it at first, because they need to be sure you aren't the fraudster.

I haven't, the funds are shown as deducted - should I still call Metrobank to inquire?

I've just spent over an hour on the phone being transferred to several departments in Metrobank, they eventually put a trace on the payment and would be in touch with me once they find out what happened to the funds - they also gave me a "Faster Payment Reference Number" and asked me to provide it to Creation, not sure if it would help ... I'd try to call Creation later on today and see what they say.

jumperabv3

Just looking at their website's FAQ:

https://myaccount.creation.co.uk/info/faq.html

What do I do if a payment I have made goes missing?

Please call us on the number on the back of your card. We will need to have full details of the payment in order to investigate, missing payments can take 7-10 working days to be allocated to the account. We can only investigate a payment that has actually been debited from your bank account and then not received into your card account.

So if it's showing in the FAQ it means it could happen "on a regular basis" to customers?

[Deleted User]

jumperabv3 said:

Just looking at their website's FAQ:

https://myaccount.creation.co.uk/info/faq.html

What do I do if a payment I have made goes missing?

Please call us on the number on the back of your card. We will need to have full details of the payment in order to investigate, missing payments can take 7-10 working days to be allocated to the account. We can only investigate a payment that has actually been debited from your bank account and then not received into your card account.

So if it's showing in the FAQ it means it could happen "on a regular basis" to customers?

Nah that's on there for people who make payments without say a credit card number as the payment reference 

jumperabv3

No update yet from Creation.
I called them last evening, waited 40 minutes on the line to speak to someone (named Lorraine).

She tried to help and speak to the "relevant dept" several times but there was no answer, so she left them an email.

I told her the person I spoke with told me on Monday (25/04) it would take up to 3 working days and now it's taking longer than that.

She couldn't help much. If it was the opposite me not paying them £1,000 I owe them - would they have treated this the same?

jumperabv3

Another update from today:

I spent over 40 minutes on the phone just to wait for someone to answer - the lady apologized for the long time it's taking to resolve the issue - basically, nobody from the relevant team has looked into the matter yet.

She sent them another email and she said she hopes it would be resolved this week, but there are no guarantees...

Their card has great rates for purchases aborad but their service is beyond terrible.

Hope this update helps for those who consider using Creation, I'd update as soon as I have any further news about my case.

jumperabv3

Today creation credited me, the issue is now resolved.

nyermen

Thanks for updating us - I always appreciate a complete thread with the final situation.

Out of interest id they say what the issue was?  Clearly they received the payment (and the FP identifier should indeed have been useful to them if they bothered to look properly).  
Sounds like their systems went screwy and the payment sat in a suspense account for a bit (or they couldn't match the payment to your account for some reason).

Reading back to the beginning though - I really dont recommend doing FX on credit cards. They treat it as a cash withdrawal, and both charge interest immediately (not from minimum payment date) and mark credit files (I think? As cash withdrawal on credit card is considered reportable I believe?  Its been a while since I worked in credit scoring )

jumperabv3

nyermen said:

Thanks for updating us - I always appreciate a complete thread with the final situation.

Out of interest id they say what the issue was?  Clearly they received the payment (and the FP identifier should indeed have been useful to them if they bothered to look properly).  
Sounds like their systems went screwy and the payment sat in a suspense account for a bit (or they couldn't match the payment to your account for some reason).

Reading back to the beginning though - I really dont recommend doing FX on credit cards. They treat it as a cash withdrawal, and both charge interest immediately (not from minimum payment date) and mark credit files (I think? As cash withdrawal on credit card is considered reportable I believe?  Its been a while since I worked in credit scoring )

Yes, they received the payment but for some unknown reason never credited me until today.
Yes, I don't mind using the card for FX if I can pay it right away (it's much more convenient to go to the WISE App, transfer funds using a saved card, and get it processed in a few clicks - I btw checked WISE again and the difference between a bank transfer and a card is £3 only - I'm metioning it for the person who asked about it in this thread).

Moving forward I'd only use Barclays to pay off Creation, not Metrobank.

callum9999

jumperabv3 said:

nyermen said:

Thanks for updating us - I always appreciate a complete thread with the final situation.

Out of interest id they say what the issue was?  Clearly they received the payment (and the FP identifier should indeed have been useful to them if they bothered to look properly).  
Sounds like their systems went screwy and the payment sat in a suspense account for a bit (or they couldn't match the payment to your account for some reason).

Reading back to the beginning though - I really dont recommend doing FX on credit cards. They treat it as a cash withdrawal, and both charge interest immediately (not from minimum payment date) and mark credit files (I think? As cash withdrawal on credit card is considered reportable I believe?  Its been a while since I worked in credit scoring )

Yes, they received the payment but for some unknown reason never credited me until today.
Yes, I don't mind using the card for FX if I can pay it right away (it's much more convenient to go to the WISE App, transfer funds using a saved card, and get it processed in a few clicks - I btw checked WISE again and the difference between a bank transfer and a card is £3 only - I'm metioning it for the person who asked about it in this thread).

Moving forward I'd only use Barclays to pay off Creation, not Metrobank.

I already know it charges you extra, hence why I challenged your claim that it didn't in the first place.

I'm still struggling to comprehend why you want to use a credit card, pay the fee and then pay the credit card off using a faster payment instead of just sending that faster payment directly to Wise, but you do you!