Payment Rejected but still taken from bank account

SweetCaliber

Hi there,

I made a payment yesturday evening to a travel company. Their payment merchant rejected the payment (SagePay) but upon looking at my bank account the money has been taken and reflects on my balance. The transaction in question is under the in progress heading on my online statement.

The company have told me they did not receive any payment and upon talking to your customer service this morning they said the money has left the bank and was authorized and I was given an authorization code.

Question is, will I get the money back and how long will I be waiting ?

Thanks!

Bank of Ireland: Jane

SweetCaliber wrote: »

Hi there,

I made a payment yesturday evening to a travel company. Their payment merchant rejected the payment (SagePay) but upon looking at my bank account the money has been taken and reflects on my balance. The transaction in question is under the in progress heading on my online statement.

The company have told me they did not receive any payment and upon talking to your customer service this morning they said the money has left the bank and was authorized and I was given an authorization code.

Question is, will I get the money back and how long will I be waiting ?

Thanks!

Hi SweetCaliber,

Thanks for posting on Boards.

This transaction would have been pre-authorised through your account.

This means the transaction may appear in your pending transactions for 3-5 days. It should disappear from your transactions list and reflect on your balance. If the transaction processes and completes in your transaction list, you'll need to request a refund from the merchant.

Please let us know if we can help with anything else.

Thanks again, Jane.

whomitconcerns

happened to me with natwest payment via sagepay in UK also. Deposit for new house...so 4k in limbo for 5 days...but it does come back..

Exactly same scenario as you. Got an auth code....its a sage pay issue.

SweetCaliber

Bank of Ireland: Jane wrote: »

SweetCaliber wrote: »

Hi there,

I made a payment yesturday evening to a travel company. Their payment merchant rejected the payment (SagePay) but upon looking at my bank account the money has been taken and reflects on my balance. The transaction in question is under the in progress heading on my online statement.

The company have told me they did not receive any payment and upon talking to your customer service this morning they said the money has left the bank and was authorized and I was given an authorization code.

Question is, will I get the money back and how long will I be waiting ?

Thanks!

Hi SweetCaliber,

Thanks for posting on Boards.

This transaction would have been pre-authorised through your account.

This means the transaction may appear in your pending transactions for 3-5 days. It should disappear from your transactions list and reflect on your balance. If the transaction processes and completes in your transaction list, you'll need to request a refund from the merchant.

Please let us know if we can help with anything else.

Thanks again, Jane.

Thanks for the reply Jane,

They sent me on the response from their Payment Merchant, don't know what the error was bot something caused it to be authorized but then failed and in turn the transaction was cancelled on their end.

So does this still fall into the above scenario, where as they didn't nor will they accept the funds, even though I was given an authorization code from BOI today, and the funds will stay pending for 3-5 days and they eventually released back to my account?

Thanks!

Bank of Ireland: Jane

SweetCaliber wrote: »

Bank of Ireland: Jane wrote: »

SweetCaliber wrote: »

Hi there,

I made a payment yesturday evening to a travel company. Their payment merchant rejected the payment (SagePay) but upon looking at my bank account the money has been taken and reflects on my balance. The transaction in question is under the in progress heading on my online statement.

The company have told me they did not receive any payment and upon talking to your customer service this morning they said the money has left the bank and was authorized and I was given an authorization code.

Question is, will I get the money back and how long will I be waiting ?

Thanks!

Hi SweetCaliber,

Thanks for posting on Boards.

This transaction would have been pre-authorised through your account.

This means the transaction may appear in your pending transactions for 3-5 days. It should disappear from your transactions list and reflect on your balance. If the transaction processes and completes in your transaction list, you'll need to request a refund from the merchant.

Please let us know if we can help with anything else.

Thanks again, Jane.

Thanks for the reply Jane,

They sent me on the response from their Payment Merchant, don't know what the error was bot something caused it to be authorized but then failed and in turn the transaction was cancelled on their end.

So does this still fall into the above scenario, where as they didn't nor will they accept the funds, even though I was given an authorization code from BOI today, and the funds will stay pending for 3-5 days and they eventually released back to my account?

Thanks!

Hi SweetCalibur,

That's it exactly.

As the transaction has generated an authorisation code, your account assumes the transaction was successful. It will wait in your pending transactions for at least 3-5 business days, and when the merchant doesn't complete the transaction and collect the funds, it'll re-adjust back into your balance.

Just to mention you won't see a refund, it'll just disappear and any consecutive transactions will adjust accordingly.

Please let us know if we can help further with this.

Thanks again,
Jane

SweetCaliber

whomitconcerns wrote: »

happened to me with natwest payment via sagepay in UK also. Deposit for new house...so 4k in limbo for 5 days...but it does come back..

Exactly same scenario as you. Got an auth code....its a sage pay issue.

Thanks a million. Just made me worry because I have had auth payments before on my account but they didn't affect my balance, but this one did so scared me a bit ha!

Thanks a million for the response, thanks to Jane also for the speedy reply

Bank of Ireland: Jane

SweetCaliber wrote: »

whomitconcerns wrote: »

happened to me with natwest payment via sagepay in UK also. Deposit for new house...so 4k in limbo for 5 days...but it does come back..

Exactly same scenario as you. Got an auth code....its a sage pay issue.

Thanks a million. Just made me worry because I have had auth payments before on my account but they didn't affect my balance, but this one did so scared me a bit ha!

Thanks a million for the response, thanks to Jane also for the speedy reply

Hi SweetCaliber,

I can totally understand your concern.

In the unlikely even that the merchant does collect the funds, they'll be able to locate the transaction with the authorisation code we gave you, and they can refund you.

The fact that they have confirmed they haven't received it their side, it should drop off after the 3-5 business days.

Please let us know if we can help with anything else, and have a lovely weekend.

Thanks again,
Jane