Hoover Candy ombudsman

Netball_Crazy

Hello
I have am new to forums and never posted before....
I had an engineer come to look at my washing machine on 21st August - I assume the payment had gone through (paid by card using his machine).  2 weeks later I called for someone to come back as it wasn't fixed only to be told I had REFUSED to pay.  I asked for an invoice - paid the £160 via BACS and then called 5 days later to re book.  They said the payment hadn't gone through - They said I had to provide evidence of payment as it would be quicker than them checking I had paid.  I have done this and I am still waiting for it all to clear.  They are refusing to re book an engineer until the payment is through.  Do I take it to the ombudsman? any one with suggestions how to solve it?

born_again

Have you spoken to your bank?
Card payment should have given a declined message if not gone through. Is it showing as debited on your account on a statement.
As a bacs payment (faster payment) should not take 5 days to go through. That suggests to me a security check on the payment. Again showing on your account as a debit? 

eskbanker

Netball_Crazy said:

Hello
I have am new to forums and never posted before....
I had an engineer come to look at my washing machine on 21st August - I assume the payment had gone through (paid by card using his machine).  2 weeks later I called for someone to come back as it wasn't fixed only to be told I had REFUSED to pay.  I asked for an invoice - paid the £160 via BACS and then called 5 days later to re book.  They said the payment hadn't gone through - They said I had to provide evidence of payment as it would be quicker than them checking I had paid.  I have done this and I am still waiting for it all to clear.  They are refusing to re book an engineer until the payment is through.  Do I take it to the ombudsman? any one with suggestions how to solve it?

If the bank transfer payment went through then your bank has done all it can reasonably be expected to have done, so I can't see why the financial ombudsman would intervene, or are you thinking of another ombudsman (if so, which)?

Netball_Crazy

payment has gone out of my bank account and Haier Candy is now asking for proof of payment.  I have sent proof of payment but they are saying the money hasn't been processed yet.  This has been going on since 19th October.  I have now written a complaint to the company - not sure what else to do?

born_again

Netball_Crazy said:

payment has gone out of my bank account and Haier Candy is now asking for proof of payment.  I have sent proof of payment but they are saying the money hasn't been processed yet.  This has been going on since 19th October.  I have now written a complaint to the company - not sure what else to do?

You are sure it went to the correct account?
Did confirmation of payee match?