Provider claims they did not receive tax-free childcare payment - what to do?

[KatPatPat]

my child’s half-term childcare provider is telling me they did not receive the payment I made through the tax-free account that was a couple of weeks back, though the details are correct. That said provider is really bad with the communication so I suspect it's an error on their end. How do I request a refund if the provider not being helpful? Are there any ways through the gov website?

You should have evidence on the tax free childcare portal that the payment was made. Check and see that it went through. I’ve had them not go through before because I paid before the payment in technically cleared out of my account (even though it said it was there).

If you can see the payment was made, take a screenshot and send to them. It’s up to them to take it up with HMRC if they think it wasn’t sent.

Thank you- the payment went through and I did screenshot it and sent it to the provider. I'm just fearing I will take dc on the day and they will reject taking him due to no booking showing in their regiser