My solicitor sent a payment to ThinkMoney from the proceeds of a house sale. (£127K).
After two days Think Money have advised THERE third party they deal with have lost the funds although they can see it has been transferred to them.
I have an account with Think Money and not this third party they are blaming so I don't want to hear its not there issue as I am there customer not there third parties customer.
They have taken responsibility for it being there issue and this was demonstrated by the fact they credited my account for the full £127k after we complained and advised them that the funds were required for a purchase of another house today.
As we were in limbo not knowing what was happening with the funds the sale could not proceed today.
I then spoke with Think Money and they advised if the house purchase wasn't happening today they were going to take MY money back out of my account and I would just have to wait until they resolve the issue with an indefinite timescale given after repeated requests of asking how long it would take to get MY money into my account that they have lost. - MONEY WAS THEN TAKEN BACK OUT MY ACCOUNT.
Essentially the money they credited to my account due to there loss of MY money was only a short term loan as a good gesture if I needed it for the sale that day and if not I just need to wait for god knows how long to receive my money that they admit they have lost.
I was however told that if i needed the money the following week to complete my purchase of the property and they haven't resolved they might arrange to do so but I would have to phone and check if they can do that.
I requested and had to almost beg that they send me something in writing to detail what the issue was and what they were doing to resolve it and give me a timescale. I was informed that getting an explanation in writing for them loosing MY six figure sum was a non standard thing for them to do. To me that would just seem a reasonable request from my perspective but I was made to feel like I was being disruptive and awkward for even asking after repeatedly being asked why I needed it in writing.
I was also told that I had a few thousand in the bank so essentially why I am I worried about the £127k that they have lost and told that I have enough to live on.
So now a waiting game to see when they decide to transfer it into my account.
Absolutely horrendous customer service with a lack of clarity on the issue, the steps they are taking to resolve or timescale that they anticipate whilst being made to feel like I have to justify why I want my money in my account and also feel like I was begging to get it put in.
Once the issue is resolved my Thinkmoney account will be closed and everything operated out of my Bank of Scotland account.
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