Lost payment at bank

cepheus

This question is referring to this which perhaps I should have posted here
http://forums.moneysavingexpert.com/showthread.html?t=677525

If a bill has been paid with cash over the counter at a bank but the money and transaction gets lost (possibly stolen) is there any action that can be taken against the bank?

natweststaffmember

If the transaction has been processed as cash then there should be a record at the relevant branch, if a receipt has been given then that bank should investigate it. If this happens then a suggestion is to speak to the relevant bank customer relations team with your receipt.

cepheus

Unfortunately the receipt cannot be found. Since this was a pensioner she may have forgot to ask for a receipt. It is possible she could have been taken advantage of. What about security cameras, is it practical to examine them considering the exact time was known, it was a few weeks ago? (it was only about £65)

Mikeyorks

She doesn't need to ask for a receipt. As on the duplicate thread .... if it's a Giro payslip from Pension Service, there is a detachable portion the cashier will stamp and hand back.

cepheus

Unfortunately, we don't think the cashier handed back anything because the slip cannot be found, that's the problem.

Mikeyorks

cepheus wrote: »

.. we don't think the cashier handed back anything because the slip cannot be found ..

My Mother has exactly the same problems. Stuff I know she's received and should be put to one side for me to deal with .... isn't. Stuff I post on to her to 'file' ... is in a neat pile waiting for the next time I visit!

Get the Bank to put a trace on it. Sounds as though it was an odd value (not rounded £pounds?) so should be easier.

jonesMUFCforever

Can I just say it is not nice to accuse a staff member of 'taking advantage' of someone implying that the cash was stolen without a shred of evidence!

Ask the branch to investigate the transaction first!!

cepheus

ejones999 wrote: »

Can I just say it is not nice to accuse a staff member of 'taking advantage' of someone implying that the cash was stolen without a shred of evidence!

Ask the branch to investigate the transaction first!!

She has and they said there was nothing they could do. I am not necessarily referring to a person but the bank in question

Examining a security camera which should not be difficult considering we know the exact time would at least check some money was handed in with a slip.

It is equally likely that the pension service have lost it in my opinion.

natweststaffmember

Have answered on your other thread. I would say that the bank do not look at CCTV footage for proof of a deposit without a receipt and there may be a timescale as to how long they keep the footage.
The details posted on the other thread should get the ball moving though.

Debt_Free_Chick

I think it's highly unlikely that a security camera would have been pointing at that particular customer, at exactly the time they were at the counter.

The camera is more likely to point at the general area, where people pass through - or even at the door.

If there is a camera, it might show that she visited the bank. But it's not going to show what business was transacted.

I have to say, it does seem odd that they asked her make a payment, rather than deduct it from her pension. The basic state pension is about £85 a week, so the overpayment could have been deducted from a single instalment.

Have you called the Pension Service and discussed this with them?

cepheus

An update on this. The pension service who was asking for this money to be paid, contacted my Mother today and have written the sum off. So the problem is resolved irrespective of HSBCs involvement. Thanks for your comments.