Pulse Credit Card "LOST" my payment, found it and won't credit me

My wife had her Amazon card transferred to Newday's Pulse.
On the 2nd December she transferred some payments from her bank account - all worked as they should, so the details she has on her bank account are correct.
Using the £400 energy credit money and £250 she had been saving up for oil she transferred £650 to her credit card account.
It did not appear on the account, she complained - it took until the 20th December for them to "find it" - no explanation, no apology, they said it would appear on January statement - not even that it would be credited instantly.
6 messages later - and over a month from "finding" it she is still waiting for the money to appear on her account.
They have even stopped replying to her messages! Her illness makes it extremely difficult for her to talk on the phone so relies on emails and messages.
I have emailed Newday's CEO asking for help - my wife has mental illness as well as chronic disabling conditions , unsurprisingly she worries and is constantly depressed.. The inflation, the worry about mortgage interest when our fixed rate ends and the overall sorry state of the country is making her depression very much worse, but it is this Pulse issue that keeps her awake at nights.
How can it take weeks to "find" the money when they have details of her bank account so they must have a way of tracking money coming into Newday.
They have said they "found" it  - so why haven't they credited it to her account, it's over two statements on since it was "found".
Effectively the money has been stolen from her - the money would have reduced her card interest, she would have been earning (a little) on the money from her savings account and when we still had to buy oil.
Pulse don't care.
What is next - I can't afford £70 to take them to court, but it looks like I may have to.
Any advice please?


Comments

  • born_again
    born_again Posts: 14,309 Forumite
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    They will not see her bank account details of any funds coming in. All they see is the amount & reference.

    So when the Amazon CC moved to Newday, did the payment details change?

    If they have found the funds & not moved them over. Then your wife needs to complain. If they do not respond then after 8 weeks she can go to FOS on the matter.
    They have to reply.. Failure to acknowledge the complaint is a big error on their part. But it is your wife that needs to do it as she is the account holder.
    Life in the slow lane
  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 18 January 2023 at 7:00PM
    They will not see her bank account details of any funds coming in. All they see is the amount & reference.


    Are you sure? When my friend pays me I see his name - and it isn't a reference. I'd be surprised if the recepient's bank wasn't able to see the payee payer details.
  • flo22
    flo22 Posts: 328 Forumite
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    grumbler said:
    They will not see her bank account details of any funds coming in. All they see is the amount & reference.


    Are you sure? When my friend pays me I see his name - and it isn't a reference. I'd be surprised if the recepient bank wasn't able to see the payee details.
    That is because your friends name is in the reference field, for a card payment the card number is in the reference field
    30+ years working in banking
  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 17 January 2023 at 9:29PM
    flo22 said:
    grumbler said:
    They will not see her bank account details of any funds coming in. All they see is the amount & reference.


    Are you sure? When my friend pays me I see his name - and it isn't a reference. I'd be surprised if the recepient bank wasn't able to see the payee details.
    That is because your friends name is in the reference field, for a card payment the card number is in the reference field
    No. In all my accounts with various banks I see my surname and name/initial for all incoming transfers from my accounts in other banks. For transfers from my joint accounts I see two surnames. For transfers from my wife's accounts I see her surname.
    And I know for sure that it's not a reference.

  • Well it's now March and still the money has not been paid into her account. She has complained - constantly, got an acknowledgement letter to say she had complained, got another letter saying it was taking longer than expected to deal with the complaint - and in 10 days it will be Ombudsman time - so I wonder if there will be a letter before then saying they had found the money (again) and it was in her card account now. This whole thing is totally unacceptable.  If you look on Trustpilot you will see case after case of Pulse not doing as they should.
    There are many replies to my post about the details Pulse got about the transfer - missing that I said they had agreed the money had been "found" - the initial mistake over the money is nothing compared to them finding the money and then not crediting the card account.
  • born_again
    born_again Posts: 14,309 Forumite
    First Anniversary First Post Name Dropper
    grumbler said:
    flo22 said:
    grumbler said:
    They will not see her bank account details of any funds coming in. All they see is the amount & reference.


    Are you sure? When my friend pays me I see his name - and it isn't a reference. I'd be surprised if the recepient bank wasn't able to see the payee details.
    That is because your friends name is in the reference field, for a card payment the card number is in the reference field
    No. In all my accounts with various banks I see my surname and name/initial for all incoming transfers from my accounts in other banks. For transfers from my joint accounts I see two surnames. For transfers from my wife's accounts I see her surname.
    And I know for sure that it's not a reference.

    So that is for bank payments between bank accounts "Conformation of Payee" which checks the account details & name of account.
    This is not applied to payments to credit cards. As all payments go to a single internal account & are then directed to the correct CC account by the reference (card number) There is no fields showing where the payment came from.
    Life in the slow lane
  • eskbanker
    eskbanker Posts: 30,820 Forumite
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    18051805 said:
    ...the money would have reduced her card interest...
    Going back to this point from the beginning, make sure that, once the £650 is finally credited to the account, the corresponding interest that was erroneously applied is reimbursed, in order to leave her in the financial position that she should have been in.
  • FindMyWayBack
    FindMyWayBack Posts: 330 Forumite
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    edited 18 March 2023 at 12:14PM
    Have you completely and intricately checked every step of these 'transfers' using the word 'transfer' seems a bit odd, you do mean payments from current account  to card don't you? In any event check and cross check, for example are you absolutely sure she paid within the monthly statement window etc?
    Old enough to know better...........




  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 18 March 2023 at 12:58PM
    grumbler said:
    flo22 said:
    grumbler said:
    They will not see her bank account details of any funds coming in. All they see is the amount & reference.


    Are you sure? When my friend pays me I see his name - and it isn't a reference. I'd be surprised if the recepient bank wasn't able to see the payee details.
    That is because your friends name is in the reference field, for a card payment the card number is in the reference field
    No. In all my accounts with various banks I see my surname and name/initial for all incoming transfers from my accounts in other banks. For transfers from my joint accounts I see two surnames. For transfers from my wife's accounts I see her surname.
    And I know for sure that it's not a reference.

    So that is for bank payments between bank accounts "Conformation of Payee" which checks the account details & name of account.
    This is not applied to payments to credit cards. As all payments go to a single internal account & are then directed to the correct CC account by the reference (card number) There is no fields showing where the payment came from.
    I think this always was the case, long befor the confirmation was introduced. And I don't know how the system works, but generaly it's designed to confirm the payee, not the payer.
    IIRC, Ryan isn't a member of the scheme, but I see my name on all incoming transfers - and it isn't a reference.
    Also, we know that more details are used for tracing payments, not only the reference.
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