We have conducted a thorough investigation into your complaint. Please see a summary of findings:
• On ** February 2021, you contacted Cashplus Customer Services to explain that you had
mistakenly made a series of transfers to your Cashplus Business Credit Card instead of your
Business Bank Account. This resulted in an overpayment on your Credit Card of £*,****.** at
that time.
• Customer Services explained that they would be unable to transfer funds from the account
and advised that you would need to spend the funds directly from your card or withdraw it
in cash.
• On * March, you asked that the Credit Card be closed and made a further request to have
the overpayment refunded to you. On this occasion the request was escalated to another
Department.
• I sincerely apologise that you did not receive a response to this request until **th March. The
response again stated that, as your card was active, you must spend or remove the funds
from the card.
• Separate to the above request, Cashplus Complaints Department received your email on **th
March and reviewed your account. It was acknowledged that, because your cash
withdrawals were limited to £25.00 at a time, it was unreasonable to expect you to remove
the overpayment in this way, and that the overpayment was clearly the result of an
unintended weekly Standing Order
What I of course didn't appreciate was:
- Hours (since 17 Feb 2021) spent calling for a reasonable request, albeit my mistake, but as you said, perhaps I should have been notified and I do not believe I ever requested this credit card, which presented just problems. This having a knock on effect elsewhere of course.
- Different reasoning / SLA's / no coherence / no recall of my previous requests.
- Emailing the complaint department and asked to chase around in circles, as no secure method of communication is in place.
Reviewed on: 22nd April 2021
