Mum credits bank for returning cash
SHEER joy has replaced utter misery for a bank customer who is one of the lucky few to get her money back after mistakenly transferring it to the wrong account when she mixed up the numbers. Some swift action by Margaret Mathews working together with Crusader and Santander has saved a situation mired in paralysis that looked doomed to end in tears.
But it was a close-run thing. The £400 at issue “may not be much to some but it’s everything when you live on a state pension,” the distraught mum told Crusader when she explained her mistake, her vain efforts to find out where she stood and the impact it had on her family.
There was no question this was Margaret’s error but it is one easily done in the age of digital transactions. “Misappropriated funds” or “misapplied credit” can pose huge complications for customers trying to recover their money after a slip.
Among the hurdles they face are data protection brick walls, having to rely on separate financial bodies co-operating and sometimes guarantees being put in place should the return of the funds be challenged.
Then there is the matter of where the money has ended up if it does not bounce back, often in strangers’ accounts where overdrafts may absorb the unexpected funds or
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In the numerous cases Crusader has tried to help with, they seem to happen especially at moments of high anxiety, when customers are making payments while organising a wedding, sorting out a mortgage or transferring a deposit when buying a home.
It was a similar situation for Margaret who was sending money from her MBNA credit card to her Santander bank account to create funds to give to her daughter to pay for fertility treatment overseas.
But during the course of the transfer she clicked on another account in her system.
Within minutes she feared she had blundered and called MBNA. It made the correct transfer for her and reassured her that she would get a refund in a few days.
When she didn’t she followed up with MBNA’s missing payments team and found it had been made to her son’s closed account also with Santander. He was advised to call his bank and Margaret was directed back to MBNA who confirmed it was investigating.
But with no clue where her money was, Margaret felt just as lost and contacted us.
Our explanation to Santander was acted on immediately, fortunately, and the bank called her to confirm it was returning her money.
More baffling however was the series of letters she received from MBNA, first warning her that “we are only able to attempt a recall”, then 24 hours later saying “we have resolved your complaint”.
Days after she had got the money back, the card provider told her it was still “investigating” and would update her on progress.
“I was also told by Santander that it had not received a request about my problem from MBNA which is puzzling,” said Margaret when she thanked Crusader for the intervention.
“By that stage I wasn’t worried but had it not been solved I would’ve been very upset. I’m so grateful for the help. My daughter is now having fertility treatment – this is her last chance. Although this was my error I think there is so much at stake for people, it would help if there were more safety nets.”
Margaret Mathew’s name has been changed.