Difficulty Retrieving a Payment

SieIso

Hi All,

We were with Budget energy but left them in January of this year. In October my partner went to make a top-up on our meter and inadvertently used the old Budget card (£20 payment). They realsised their error after completing the top-up but did not think it would go through as we are not with Budget. However, the payment came out of the account, I contacted Budget and sent proof of payment, they said they would not have taken it and to contact my bank. My bank has advised that the payment was made but they cannot reverse it, if there is an issue I need to resolve it with Budget. I just contacted Budget again and they advised that although I have sent in proof of the payment they cannot find it in their systems.

What do I do next?

MeteredOut

How was the top-up made? Have you looked into doing a chargeback if by card?

SieIso

MeteredOut said:

How was the top-up made? Have you looked into doing a chargeback if by card?

Debit card, they've advised to resolve it with Budget.

MeteredOut

SieIso said:

MeteredOut said:

How was the top-up made? Have you looked into doing a chargeback if by card?

Debit card, they've advised to resolve it with Budget.

By "they" do you mean your bank? They're correct in that you should try to resolve it with the retailer first, but once you have proof that they are not helping, you should go back to your bank and ask for a chargeback.

SwanJon

Check if the payment has arrived with your current supplier - for PAYG meters I think there was a process to redirect payments like this (but its been a while)

born_again

MeteredOut said:

SieIso said:

MeteredOut said:

How was the top-up made? Have you looked into doing a chargeback if by card?

Debit card, they've advised to resolve it with Budget.

By "they" do you mean your bank? They're correct in that you should try to resolve it with the retailer first, but once you have proof that they are not helping, you should go back to your bank and ask for a chargeback.

On what basis?
Sadly there is no chargeback for customer error  🤷‍♀️

MeteredOut

born_again said:

MeteredOut said:

SieIso said:

MeteredOut said:

How was the top-up made? Have you looked into doing a chargeback if by card?

Debit card, they've advised to resolve it with Budget.

By "they" do you mean your bank? They're correct in that you should try to resolve it with the retailer first, but once you have proof that they are not helping, you should go back to your bank and ask for a chargeback.

On what basis?
Sadly there is no chargeback for customer error  🤷‍♀️

Yeah, but it might force Budget to actually find the money.

SieIso

MeteredOut said:

born_again said:

MeteredOut said:

SieIso said:

MeteredOut said:

How was the top-up made? Have you looked into doing a chargeback if by card?

Debit card, they've advised to resolve it with Budget.

By "they" do you mean your bank? They're correct in that you should try to resolve it with the retailer first, but once you have proof that they are not helping, you should go back to your bank and ask for a chargeback.

On what basis?
Sadly there is no chargeback for customer error  🤷‍♀️

Yeah, but it might force Budget to actually find the money.

They (Budget) advised that their systems wouldn't have taken payment as I'm not a customer, then when I provided proof they advised that the payment couldn't be found.