Difficulty Retrieving a Payment

SieIso
SieIso Posts: 132
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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?

Comments

  • MeteredOut
    MeteredOut Posts: 1,084
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    edited 13 December 2023 at 5:40PM
    How was the top-up made? Have you looked into doing a chargeback if by card?
  • SieIso
    SieIso Posts: 132
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    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
    MeteredOut Posts: 1,084
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    edited 14 December 2023 at 11:15AM
    SieIso 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
    SwanJon Posts: 2,332
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    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
    born_again Posts: 13,534
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    SieIso 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  🤷‍♀️
    Life in the slow lane
  • MeteredOut
    MeteredOut Posts: 1,084
    First Post First Anniversary Name Dropper
    Forumite
    SieIso 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
    SieIso Posts: 132
    First Anniversary First Post Name Dropper
    Forumite
    SieIso 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.
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