Bank switching error

WelshGaz79

Hi, I recently switched banks from First direct to Santander which should have completed on 24th November. On 25th I noticed there was still money in the account (£175) with  a pending payment for that amount to amazon. Yesterday I received a message from First direct to tell me that my account was £175 overdrawn. I checked my Santander account and noticed that there had been a payment of £175 from First Direct earlier that day. I contacted First Direct who told me that I would need to make a manual payment to clear the overdraft and they would need to contact me to sort it out. I informed them that I didn't want to get involved as this should be covered by the CASS guarantee and they would need to sort it out with Santander. They told me there was no mechanism for them to do that. Where do I stand here, AI is telling me that this is a bank switching issue that needs to be sorted between the banks and that I should, under no circumstances, make a manual payment.

eskbanker

Issues like this are the responsibility of the new provider, so you need to contact Santander and get them to sort it out.

WelshGaz79

Thanks eskbanker. Ive spoken to Santander and they've opened an investigation. 

born_again

Which card details did Amazon have when you made the purchase, & what date was it dispatched.

Sounds like authorisation was made before cass transfer was made, & card authorisations do not get transferred across to new account.

So this in reality this sounds like user error for not updating Amazon with new card details.

WelshGaz79

The original purchase was made on 20th Nov with the first direct card. All cards on amazon were updated on the 21st admittedly after the purchase was made. The switch completed on the 24th with the amount to amazon pending transfer in the old account. On the 25th, 1 day after the switch, amazon returned the money to the account. This money was then transferred to Santander. On the 26th, Amazon re-requested payment from the old account. At this point the account should have been closed and the payment request bounced back.