@PeterT_EONNext Hi. Could you please help me following up on this with the finance team? It has been 2 weeks and the amount paid still hasn’t reflect on my account.
Payment not showing for 2 months!
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Community Team01-12-22Hi @salila
Our finance team haven't been able to locate the payment, and have provided me with the following explanation:
We can see the payment as 'failed'. This can happen on occasion even when the payment was successful. If you raise this with tech, they'll change the status from failed so that the payment will show on the account correctly.
Following this, I've sent this over to our tech team so we can get the payment you made to show on your account - please allow up to next Friday (9th December) for them to complete this. There's still a hold on your account so no payment is due whilst this is being sorted for you 😊Cool 😎 Calm 😌 Collected 🙌 - Here to help, or just for a chat if you like!
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Level 501-12-22@PeterT_EONNext Ok, noted. Thanks for your help. -
Level 515-12-22Hi @PeterT_EONNext, may I follow up on this issue? It has well passed the expected date and the payment is still not shown on my account.
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Community Team16-12-22Hi @salila
The payment has now been found and allocated to your account - you'll see this on the transactions page on your online account as 'balance transfer' for the amount you paid, it will also appear on your next statement 😊 -
Level 516-12-22@PeterT_EONNext Thank you so much Peter for your help. I’m so relieved! This honestly feels like a Christmas gift after been worrying over this for 3 months!
To avoid this kind of issue in the future, what would you say is the best way to make a payment? Or would you say this problem is not common? -
Community Team16-12-22@salila You're welcome 😊 Sorry that it has taken so long, as the payment was there, it was just showing like it had failed when it had in fact left your bank account.
This issue shouldn't happen again in future - the issue originally was due to your payment going to an account that wasn't the correct account for you (the account was in your name, but this wasn't set up in the correct way which caused a few errors) these have since been rectified, so if you pay online again in future, this issue won't happen again. -
Level 516-12-22@PeterT_EONNext I see. Thanks for confirmation and clarification Peter.
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