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  • FIRST POST
    • anxiousspender
    • By anxiousspender 16th Apr 18, 11:48 AM
    • 7Posts
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    anxiousspender
    Visa debit card "declined" but money taken from account!??
    • #1
    • 16th Apr 18, 11:48 AM
    Visa debit card "declined" but money taken from account!?? 16th Apr 18 at 11:48 AM
    Good morning i have an issue and need some advice hopefully there some bank account/visa debit card experts here?

    On friday 13th i went as usual to buy my weekly bus ticket on the First Bus M-tickets app ( i have never had this problem before) but when i clicked checkout i selected my card and instantly the screen came back with "transaction declined", i thought this is strange because i had the money in account ready. I left it half an hour confused to try again but before i did i went to check my banking app to check my balance and low and behold the 20 for the bus ticket had been deducted form my balance. I went to check if my bus ticket had turned up in the app but it hadnt and the history said "transaction declined".
    I phoned the bus company and was told they have no record of recieving my money and refused to issue my ticket on the grounds it says on their screens "transaction declined"

    Ok sorry for that i just wanted to make the story clear for guidance. I have checked today (still no bus ticket or money back in my account). I am worried my money has disappeared into thin air, i have debt management plans to pay and i am on benefits so 20 going "missing" is quite a big deal at the moment....

    What do i do will the money be returned to me? Is their financial laws that state money must be returned in ??days.
    Thank you i hope someone can advise this has really stressed me out
Page 1
    • eskbanker
    • By eskbanker 16th Apr 18, 11:55 AM
    • 8,780 Posts
    • 10,060 Thanks
    eskbanker
    • #2
    • 16th Apr 18, 11:55 AM
    • #2
    • 16th Apr 18, 11:55 AM
    If the money has been deducted from your actual balance (i.e. a statement entry showing a transaction) then you'll need to file a chargeback with your bank.

    However, if it's just been deducted from your available balance (i.e. available funds reduced by 20 but not shown on statement of transactions) then that signifies an authorisation hold that'll drop off by itself within a few days.
    • anxiousspender
    • By anxiousspender 16th Apr 18, 12:04 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    • #3
    • 16th Apr 18, 12:04 PM
    • #3
    • 16th Apr 18, 12:04 PM
    Oh! Ok that sounds right (i think lol) At the monent my banking says it is just off the available balance. Although im unsure whether or not the bank has updated my transactions yet. I think what i will do is leave it one more day if by tomorrow nothing has changed or it appears on my statement as a transaction do i phone the bank and as for the money back? is this a difficult process? Ive never had to do this before. Im with HSBC btw.
    • eskbanker
    • By eskbanker 16th Apr 18, 12:25 PM
    • 8,780 Posts
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    eskbanker
    • #4
    • 16th Apr 18, 12:25 PM
    • #4
    • 16th Apr 18, 12:25 PM
    If it appears as an actual transaction then phone HSBC to dispute it.

    If it doesn't appear as an actual transaction then it will resolve itself within a few days with no further action needed - theoretically you could pursue this with the bank and/or the bus company but chances are that they'll both shrug their shoulders and refer you to the other, claiming not to be able to override systems and do anything, so the path of least resistance is just to let it take its course....
    • anxiousspender
    • By anxiousspender 16th Apr 18, 12:29 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    • #5
    • 16th Apr 18, 12:29 PM
    • #5
    • 16th Apr 18, 12:29 PM
    Ok brilliant thank you for giving me some straight advice. You are right ive already been passed back bus company > bank > bus company, Ok ill heed your advice and wait to see tomorrow when my transactions for friday / weekend update. Ill let you know how it went if i do need to phone the bank, cheers mate.
    • jonesMUFCforever
    • By jonesMUFCforever 16th Apr 18, 1:45 PM
    • 25,378 Posts
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    jonesMUFCforever
    • #6
    • 16th Apr 18, 1:45 PM
    • #6
    • 16th Apr 18, 1:45 PM
    Not sure if Arriva buses are part of the same group or use the same payment method but there was a Facebook message this morning to say they were having problems with online/app ticketing.
    What goes around - comes around
    give lots and you will always receive lots
    • anxiousspender
    • By anxiousspender 18th Apr 18, 1:03 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    • #7
    • 18th Apr 18, 1:03 PM
    • #7
    • 18th Apr 18, 1:03 PM
    Well its now wednesday and the payment i got "declined" on friday 13th hasnt shown on my recent transactions at all, but the 20 is still missing from my available balance, do i leave it longer? its been 5 days...

    The company is now refusing to answer my calls and emails.
    Last edited by anxiousspender; 18-04-2018 at 1:03 PM. Reason: added info
    • Heng Leng
    • By Heng Leng 18th Apr 18, 3:15 PM
    • 4,647 Posts
    • 1,496 Thanks
    Heng Leng
    • #8
    • 18th Apr 18, 3:15 PM
    • #8
    • 18th Apr 18, 3:15 PM
    Well its now wednesday and the payment i got "declined" on friday 13th hasnt shown on my recent transactions at all, but the 20 is still missing from my available balance, do i leave it longer? its been 5 days...

    The company is now refusing to answer my calls and emails.
    Originally posted by anxiousspender
    A full working week, at least.
    I'd say Friday or Saturday at the earliest.
    • Shakin Steve
    • By Shakin Steve 18th Apr 18, 4:42 PM
    • 1,682 Posts
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    Shakin Steve
    • #9
    • 18th Apr 18, 4:42 PM
    • #9
    • 18th Apr 18, 4:42 PM
    In the past, I've been told to wait seven working days. If the first day is on a Friday, this can work out at 11 days. But, I would imagine, if the money was going to be deducted from your balance, it would have gone by now.
    I came into this world with nothing and I've got most of it left.
    • anxiousspender
    • By anxiousspender 18th Apr 18, 5:13 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    OK this thread can be closed now HSBC text me to say they recovered the money. I phoned to check my balance and the 20 is back in now. I even got an apology from first buses and a 50% coupon off my next weekly ticket. So all worked out thank fk that's over. Thanks for your help guys !!!9786;
    • eskbanker
    • By eskbanker 18th Apr 18, 6:01 PM
    • 8,780 Posts
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    eskbanker
    OK this thread can be closed now HSBC text me to say they recovered the money. I phoned to check my balance and the 20 is back in now. I even got an apology from first buses and a 50% coupon off my next weekly ticket. So all worked out thank fk that's over. Thanks for your help guys !!!9786;
    Originally posted by anxiousspender
    Just in case the mechanism still isn't clear, the money never actually went anywhere as such - First would have effectively reserved it but without actually taking it, which is why your actual balance was unaffected, even though your available balance reflected the fact that it wasn't available to you because of the reservation, which has now been cancelled.
    • anxiousspender
    • By anxiousspender 18th Apr 18, 6:04 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    Ty yes I feel like ive had a crash course in retail banking / payment processing I shall be more clued up next time if it ever happens thank you eskbanker (note to self: don't buy urgent bus tickets or items on Friday 13th)
    • Flobberchops
    • By Flobberchops 18th Apr 18, 7:10 PM
    • 857 Posts
    • 676 Thanks
    Flobberchops
    The pending payment would have been visible by your bank, but due to the fact that card payments are guaranteed (from the vendor's point of view), banks are loathe to cancel authorisations to return your money instantly. The exception would be where a payment is obviously in error, for example a string of repeated purchases (why would somebody buy two weekly passes at the same time, when they've never done so before) and it's causing financial difficulty. If that 20 had been the difference between you eating that night or sitting under a duvet in the dark, your bank would have had the ability (and moral responsibility) to return your money.
    I work for a UK bank, but any comments made on this forum are solely my personal opinion. Caveat Emptor!
    • jonesMUFCforever
    • By jonesMUFCforever 18th Apr 18, 7:37 PM
    • 25,378 Posts
    • 12,594 Thanks
    jonesMUFCforever
    Ty yes I feel like ive had a crash course in retail banking / payment processing I shall be more clued up next time if it ever happens thank you eskbanker (note to self: don't buy urgent bus tickets or items on Friday 13th)
    Originally posted by anxiousspender
    Can you not use a credit card from now on so that your day to day finances are not affected?
    What goes around - comes around
    give lots and you will always receive lots
    • anxiousspender
    • By anxiousspender 18th Apr 18, 9:07 PM
    • 7 Posts
    • 4 Thanks
    anxiousspender
    Ty guys and yes I think I maybe doing that on the future I.e use a credit card instead of using the last of my budgeted finances. That was a painful 5 days waiting for that to come back in my account lol
    • Westie983
    • By Westie983 19th Apr 18, 4:25 PM
    • 4,635 Posts
    • 15,175 Thanks
    Westie983
    Well its now wednesday and the payment i got "declined" on friday 13th hasnt shown on my recent transactions at all, but the 20 is still missing from my available balance, do i leave it longer? its been 5 days...

    The company is now refusing to answer my calls and emails.
    Originally posted by anxiousspender
    Its 5 - 7 working days, so if its only been four days so far, so I would think it would drop off by Monday 23rd.

    **Edit, I see the pending payment has already dropped off, so I will close this thread.

    Westie983
    Save 12k in 2019 #10 Total (16000)+0/12000 = 0.0%
    Sealed Pot Challenge ~ 12 #97 Total (450)+1/500 = 0.20% ( x 11)
    Xmas 2018 1 a Day #2 Total (165)+0/365 = 0.00%
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    2 Savers Club 2018 #16 Total (1030)+0/2000 = 0.0%

    Total 1.00/15865 = 2.00%
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