Bank transfer not received issue

ranciduk

Hello

My Dad died in January and my mum reported this to a company that my dad had a private pension scheme with

That all got sorted out but they paid out some money to my mum that she wasn’t entitled too and sent her a letter requesting she pays it back

That day she sent the money in full by bank transfer via online banking. The payment went through fine and she printed out a payment transfer receipt showing the exact date and time of the payment

She thought that was an end of the issue but she received another letter two months later saying they still haven’t received the money and asking us to send it again

Logging into her online banking account the payment is quite clearly showing as leaving her account and on the paper statement she received in the post it also shows it in black and white

shes double checked and the payment was definitely sent to the correct sort code and account number etc

she was instructed by the pension provider to go onto their website to explain the payment has been sent and she uploaded images of her paper statement and the payment confirmation receipt she printed off when the payment was made

She is worried now that they will come back to her and regardless of the information she has sent them and despite it being indisputable that the payment left her account- they will still deny receiving the money and demand she sends it again

If they do tell her this - what is her next course of action?

We’ve been through a lot what with my dad passing and this has been a nasty shock

many thanks for any help

Isthisforreal99

You tell them to go whistle and lodge a formal complaint.

RunsFromRobots

Firstly, condolences for your loss and secondly as the above poster says, lodge a complaint citing harassment and emotional distress at a time when the family are grieving.

ranciduk

ok will do!

thanks guys

penners324

Under no circumstances should she send it again

It's probably in a misposting account at their end.

ranciduk

she said she wouldn't

but then I made things worse by saying if you refuse they may take you to court!

Albermarle

I used to work for a large company, and quite regularly we would chase customers for payment ( often hundreds of thousands of Pounds), and they would say they had sent it already. Occasionally they were lying, or the payment had not gone through for some reason, but usually it had just not been picked up by our own system for checking our bank accounts. Could be something similar here.

x44

I had the opposite umpteen years ago. I had to pay a final charge by cheque for an S&S PEP being transferred. The cheque was never cashed and I never got any complaints about non payment, so I though I'd better ring them up to see what had happened before I got the debt collectors letters. I discovered that it was marked as received and paid on their system but the actual cheque was presumably "lost" after that and never made it to the clearing bank….and obviously never reconcilled either!