Cashback Paid to Wrong Account - HELP!

gr_96

I took out a mortgage with a broker about 2-3 months ago. It came to the time when my first payment should've been taken, and nothing had come out so I thought that was a bit strange. I contacted Nationwide (mortgage provider), and they were able to see that the account number on file was not the account number it should have been.

As such, this has also impacted my £500 first-time-buyer cashback reward incentive that they were offering. Nationwide claims the £500 has been paid to the account originally listed on the mortgage application - which was completed by the broker.

They've now advised that the account must exist, as the money has not been automatically transferred back. As such, they're 'content' that the payment has been made, there is no error on their side, and there's not much more they can do.

I checked with my broker today, and as expected, they have confirmed the originally submitted account number and sort code, and it is not mine. It matches the one Nationwide had originally.
The broker has also confirmed that they 'must have made a typo' when processing the forms, so have admitted fault.

I've sent 1p to the account myself with a reference of 'TEXT - <my number>' in the hope that they're honest/genuine and will contact me to try and resolve the issue, but I'm not holding out.

The question I have is, how do I get this sorted?
Nationwide should be able to contact the other bank to get the funds back, surely?
Should the broker be handling all of this, or should I be running around ringing everyone now?
Should the broker be paying out the £500 due to it being their mistake?

I'm at a bit of a loose end, and it's really frustrating that we don't seem to be able to get anywhere...

johnhenstock

if you provided the broker the correct account number and they messed up, they are liable for the £500.

kingstreet

I don't understand why all brokers don't automatically issue a copy of the application to the client as soon as it's submitted. We do, every time. Any errors can be picked up and rectified immediately.

michaels

How did you supply the account number to the broker?  Do you have a copy of this?

gr_96

michaels said:

How did you supply the account number to the broker?  Do you have a copy of this?

I don't actually remember, nor can I find any record of me providing it written. So I can only assume it was verbally during one of our calls.

kingstreet

FWIW we request "account to be used for future mortgage payments and preferred payment date" when we request documents and always check the details against the statements we will hold.