Lowell Portfolio - chasing paid debt

Some advice on what I can do would be much appreciated.

I paid a debt via my debit card for my ex partner back in October 2017. I quoted the reference number to Lowell and paid off the account in full. Turns out I have underpaid by £10 but that’s another issue.

7 months later, my ex has received a letter saying the full amount is still outstanding (not £10, the full £100+).

I checked my online banking and there is a debit for the amount I paid in the timeframe I remember paying so therefore Lowell received the monies but have obviously failed to allocate properly.

I have just emailed them the following. Was it the right thing to do? They have my money and my ex will still have to pay!


Good Afternoon,

I made a payment from my debit card for account reference XXXX quite awhile ago. However the person connected to the account has received a letter to say the payment is outstanding.

I understand you cannot discuss the details with me as it is not my account but could you tell me what evidence you need to prove payment was made. I have attached an image of my online bank statement proving payment was made. I do not have an account with you and I have not made payment for anyone else. I paid using the reference above. I believe someone in your call centre has incorrectly allocated the payment.

If my payment has not been passed to the reference account then I expect a refund of my money, or at the very least the correct allocation of funds, as I have paid you £X in good faith and it has obviously not been allocated as I expected. The account should actually be outstanding but only for £10.

If this is not going to happen then I would appreciate being told what your formal complaints process is so that I can take this matter further and also consult with the financial ombudsman. My money was provided to you for one purpose, to settle the above reference account and this has not been done. I have only just found out about this, granted the account holder may have known for longer but I made payment in October 2017, 7 months ago. This matter should be resolved already.

Please contact me by Friday 18th May so that we can try to resolve this error.