Switching bank problem

jules61_2

Hi i recently switched my coop bank over to santander but forgot to tell my employer my new bank account details anyway my wages were sent to the coop bank on fri but on phoning they are saying they did not receive them and only transferred over the balance what was in my account
my wages are also not showing in my new santander account its now monday on ringing them i was told its the coop bank that has them i am honestly fed up of being messed around i rely on my wages and they have just gone a miss my employer is adamant my wage was paid to the now closed account can anyone help me and to make matters worse im now overdrawn in the new santander acc due to my missing wages help anyone   

WillPS

Have you spoken to the Co-op Bank? If the wages went to your old account, they should have been redirected immediately to your new account.

Confirm with your employer the actual account details they paid the money to. Sometimes they receive a notification that the account they're paying has been switched away, and they manually update their records - this is more often than not where things go wrong.

jules61_2

Hi thanks for your reply yes ive spoken twice to the coop bank even to their switching team they are adamant the payment was never received and my employer is adamant it was sent to them she mentioned nothing of being sent the new details ive given her them now but im still missing my last weeks wage ifeel im getting nowhere thanks again for your reply 

WillPS

jules61_2 said:

Hi thanks for your reply yes ive spoken twice to the coop bank even to their switching team they are adamant the payment was never received and my employer is adamant it was sent to them she mentioned nothing of being sent the new details ive given her them now but im still missing my last weeks wage ifeel im getting nowhere thanks again for your reply 

Are redirected payments working at all? If you're not sure, send from one of your other accounts (or get a friend to send from one of theirs) to your old account, 1p is sufficient.

Give it 15 minutes. Does the 1p arrive with Santander? If not, something is clearly wrong with your payment redirection.

In any case, I'd be contacting the Santander switcher team (phone number is on page 2 of this document) and seeking their assistance. They might have levers they can pull beyond those standard customer service can.

eskbanker

jules61_2 said:

ive spoken twice to the coop bank even to their switching team they are adamant the payment was never received and my employer is adamant it was sent to them

Redirection of inbound payments is handled by a central BACS-operated redirection engine, so such payments don't actually reach the old bank at all and are intercepted further upstream.

jules61_2

Hi i will try that what you have suggested thanks 
ive spoken to the santander switch team twice sat and today i got no joy at all i was just told its the coop banks problem who say they dont have the money but my employer says they have in the meantime ive no wages and a notification im overdrawn at santander the irony is i cant even get onto mobile banking or anything as the letters and security passwords have still not arrived by post  its just a complete shambles 

WillPS

Try not to worry too much about any overdraft charges, a short complaint when all is sorted should quickly see them wiped out.

jules61_2

Hi  ive just checked the closed coop bank account and my wages are now showing plus the 1p i sent but what happens now ive no idea i cant move them or anything so they did have them all along im just furious youre right if ive any bank charges they are responsible 😡😡

WillPS

So your account with the Co-operative Bank has your wages and the 1p?

In this case, I would advise that you:

1. Advise Santander that the switch has not completed correctly, as you can see money arriving in your old Co-op Bank account which should have been completely closed by the process (and funds redirected)
2. Open a formal complaint with Santander with regards to being misadvised that the process had completed, if they had (make sure you specifically ask for a complaint to be opened)
   
3. Open a formal complaint with The Co-operative Bank for advising they didn't have your money when you did.

I'd be expecting at least £100 from each for this, if it were me and it is as you describe.

Do you still have your Co-op Bank debit card?

jules61_2

Hi thanks again for your reply yes i still have the coop bank debit card i was going to try and make a withdrawl that would be interesting if it worked and i got money out but 
i thought id wait till close of buisnes to see if it does go over to santander it hasnt its still showing in the coop account 😡😡im  absolutely fuming now you are so right ive been lied too from the coop bank and messed about and santander have not been any help but ive had no access to funds since fri and i rely on my wages 
the direct debit was for my car insurance now that wont of been paid so that will now incur a administration charge of £25 on top of my monthly premium all because their switch failed miserably honestly im just fed up 
i think because im a woman on my own im just too soft natured i wish i had the guts too demand compensation but i deserve some sort of appology thank you again youve been so much help 

flaneurs_lobster

From the Current Account Switch Service website FAQs

Q. What happens if there is a mistake or unnecessary delay in the current account switching process?

A. The Current Account Switch Service is backed by the Current Account Switch Guarantee. This guarantees that any charges or interest incurred on your old or new account, as a result of a failure in the switching process will be refunded when you bring this to your new bank or building society’s attention.

https://www.currentaccountswitch.co.uk/