First Direct International Transfers

Egyptian_Lady

On 31/3, I made an international transfer from First Direct to my personal account in Egypt. I have done this many times without issue, however, this time the money did not arrive. The first time I called and spoke to the foreign department, I was assured that the money was in the system somewhere and it would definitely be resolved at some point. I was also informed that an intermediary bank was used for this (Bank of New York Melon, London) and the money had gone to them. The bank in Egypt have asked for the swift code for the transfer but I have not been given it. I called yesterday for the third time and now I was told that maybe I will not get my money because BNY London did not answer the email. This is very different from the message which I received in the first call. I am also concerned that FD can do nothing except send emails. I have been told that a recall can be attempted but that I have to pay for that and there is no guarantee of success. Again, not at all what i was informed in the first call to the Foreign Department. This is a huge amount of money for me and I have banked with FD for so long because of the excellent customer service. Now that I have an issue, I feel that it is not being taken very seriously and I was given a false promise and now mixed messages. any advice?

ForumUser7

Egyptian_Lady said:

Now that I have an issue, I feel that it is not being taken very seriously and I was given a false promise and now mixed messages. any advice?

Sorry to hear about this - have you raised a formal complaint with first direct? This would be a good next step: https://www.firstdirect.com/legals/listening/

TheBanker

Ask First Direct to supply a copy of a document known as MT103. This shows how the payment was made. Unless it highlights any obvious errors, pass it to the bank in Egypt. If the payment reached their bank, but didn't get credited to your account for some reason, this document will help them to track it down. 

The call centre probably won't know what an MT103 is, but the 'Foreign Department' should do. 

It is normal for banks to send international payments via intermediaries so don't be concerned about that. 

Egyptian_Lady

TheBanker said:

Ask First Direct to supply a copy of a document known as MT103. This shows how the payment was made. Unless it highlights any obvious errors, pass it to the bank in Egypt. If the payment reached their bank, but didn't get credited to your account for some reason, this document will help them to track it down. 

The call centre probably won't know what an MT103 is, but the 'Foreign Department' should do. 

It is normal for banks to send international payments via intermediaries so don't be concerned about that. 

Thanks, I did that and the bank in egypt confirmed that nothing ever reached them. What I am very worried about is that FD's investigation team are sending weekly emails to the intermediary which are not being answered and have told me that they is nothing else that they can do. After a certain point of non-answered emails, they can only attempt this recall which might not be successful and that I have to pay for that service because they are not to blame. So, it's a possibility that I don't get my money and FD are not accepting responsibility for this. They've repeatedly told me 'there's nothing we can do if they don't answer the email'. I don't understand at all how they can just forget about the issue of my transfer if the intermediary bank just don't answer an email. I've lodged an official complaint as suggested above.

TheBanker

Egyptian_Lady said:

TheBanker said:

Ask First Direct to supply a copy of a document known as MT103. This shows how the payment was made. Unless it highlights any obvious errors, pass it to the bank in Egypt. If the payment reached their bank, but didn't get credited to your account for some reason, this document will help them to track it down. 

The call centre probably won't know what an MT103 is, but the 'Foreign Department' should do. 

It is normal for banks to send international payments via intermediaries so don't be concerned about that. 

Thanks, I did that and the bank in egypt confirmed that nothing ever reached them. What I am very worried about is that FD's investigation team are sending weekly emails to the intermediary which are not being answered and have told me that they is nothing else that they can do. After a certain point of non-answered emails, they can only attempt this recall which might not be successful and that I have to pay for that service because they are not to blame. So, it's a possibility that I don't get my money and FD are not accepting responsibility for this. They've repeatedly told me 'there's nothing we can do if they don't answer the email'. I don't understand at all how they can just forget about the issue of my transfer if the intermediary bank just don't answer an email. I've lodged an official complaint as suggested above.

OK, have you carefully checked the MT103 to ensure the correct details were input? They should have been but it is not unknown for errors to occur.

I have to say it is unlikely that your money has just vanished. It will turn up but unfortunately may take a while. Your complaint has set the clock ticking and even if they executed the transaction correctly, First Direct do need to help you to resolve this.

How long has passed since the original transfer was made? From your post it sounds like several weeks? (sorry, I just saw this in your original post)

Egyptian_Lady

TheBanker said:

Egyptian_Lady said:

TheBanker said:

Ask First Direct to supply a copy of a document known as MT103. This shows how the payment was made. Unless it highlights any obvious errors, pass it to the bank in Egypt. If the payment reached their bank, but didn't get credited to your account for some reason, this document will help them to track it down. 

The call centre probably won't know what an MT103 is, but the 'Foreign Department' should do. 

It is normal for banks to send international payments via intermediaries so don't be concerned about that. 

Thanks, I did that and the bank in egypt confirmed that nothing ever reached them. What I am very worried about is that FD's investigation team are sending weekly emails to the intermediary which are not being answered and have told me that they is nothing else that they can do. After a certain point of non-answered emails, they can only attempt this recall which might not be successful and that I have to pay for that service because they are not to blame. So, it's a possibility that I don't get my money and FD are not accepting responsibility for this. They've repeatedly told me 'there's nothing we can do if they don't answer the email'. I don't understand at all how they can just forget about the issue of my transfer if the intermediary bank just don't answer an email. I've lodged an official complaint as suggested above.

OK, have you carefully checked the MT103 to ensure the correct details were input? They should have been but it is not unknown for errors to occur.

I have to say it is unlikely that your money has just vanished. It will turn up but unfortunately may take a while. Your complaint has set the clock ticking and even if they executed the transaction correctly, First Direct do need to help you to resolve this.

How long has passed since the original transfer was made? From your post it sounds like several weeks? (sorry, I just saw this in your original post)

yes, all details on MT103 were correct. It's a transfer I make regularly so all the details are stored and there has never been an issue with any previous transfers. the complaints team have contacted me saying they need a couple of weeks so fingers crossed that they can help out!
Thanks for your input on this.