Where has my money gone?

greenview1

I got my credit card bill from Sky for the month of March. It stated that they had to receive payment by the 4th April and duly advised that if I was paying on the internet that I should send it no later than 31st March, which was a Monday. I actually paid the full balance on Saturday 29th March by internet from my HSBC Bank savings account, which clearly confirms the payment being transferred on the 31st March.
On checking my Sky credit account on Friday 4th I see that the payment has not been credited to my account.
On checking my sky account on Saturday 5th I have been penalised £12 for late payment.
I contacted Sky whom informed me that the penalty charge remains because they have not yet got the payment and to contact my bank.
I contacted my bank whom confirmed that the payment was made transferred from my savings account on the 31st March and that i should contact Sky as it is their problem.
After spending nearly two hours on the telephone listening to music and repeatledly tendering my security details and listening to the Brahms overture in triplicate nobody knows where the money has gone, it was taken from my savings account on the 31st March and that account was duly debited.
It is now the 7th March and still no sign of it.
Can anyone please help or advise?

YorkshireBoy

Was this the first payment you have made this way, or were you using payee details saved from a previous successful payment?

If the former, did you use your 16 digit card number as the 'reference' (as well as the sort code and collection account number)?

greenview1

It was the second payment I had made via this route, the first one went through perfectly. All the references, sort code, 16 digit card number and the collection account number are all confirmed as correct. Thank you for your help!

natweststaffmember

Did you used saved details from the first payment?
Is there an invoice number which was different from the first payment?
How long did the last payment take to go through?

greenview1

On my HSBC savings account there is a facility to pay all my credit cards on clicking on a box for which one I want to pay. I have no problem with the others. All the details are presumably saved by the HSBC facility. The last payment went through in three days with no problem Thank You for your help!

YorkshireBoy

greenview1 wrote: »

All the details are presumably saved by the HSBC facility.

I never use a banks 'bill payment' listing, preferring instead to use 'funds transfer' so that I can enter my own sort code/collection account number etc.

It's possible that either the HSBC bill payments listing is (now) wrong, or Skycard have changed their collection account number.

I suggest you compare the details of your previous payment with this one, and cross-check it with the details on your Skycard bank giro credit slip/reverse of your latest statement.

Keeping_Positive

Your bank need to put a search on the monies to identify the account it went to. Unfortunately Sky cannot look for the monies. Chase your bank.