Missing CHAPS payment from Santander to NS&I

portsmouthguy

Hi all. I had a personal fixed term bond with Santander and requested that the funds be sent to NS&I Direct Saver account. It was to be a CHAPS transfer. The bond matured on 1st August. NS&I say that the funds were not received. Santander say that the funds were sent. I asked santander the account details and they matched the required details but I suspect those details were just read off their screen and not directly from the actual CHAPs payment sheet. I have requested the CHAPS ref number and date and time of sending but all they say is to phone again in a couple of days as they say they are investigating. This has been ongoing for over a week now. Does anyone else have this happen to them? There isn't a direct contact to anyone at Santander who works in the bond handling department.  I fear that they may have entered the wrong Ref number on the CHAPS payment and the money has gone to someone else. If so, would that mean that I have lost the money? Any advice would very much be appreciated

eskbanker

portsmouthguy said:

I fear that they may have entered the wrong Ref number on the CHAPS payment and the money has gone to someone else. If so, would that mean that I have lost the money?

If Santander made the mistake then they'd be on the hook for the financial impact, not you.