Not been paid - help!

[skintselfemployed]

Posting here for traffic....
am self employed, have a regular client I've worked for for 4 years no issues. Recently my bank made me change to a new version of their account. Sent new details to client - they made a mistake by switching numbers in sort code so first payment was rejected. When I noticed I hadn't been paid I contacted them, they rejected my questions at first, then said they had made payment now correctly. My bank has not received it. Finance department saying 'not our problem, we paid'. They've sent me a screenshot of their system saying paid on 18/12 but I have received nothing. Going to speak to bank today but what can I do? It seems like the money has disappeared and no one wants to help me (I've been going back & forth on this since beginning of the month). Any ideas ?

Yes it is late, but isn't that due to the OP changing her bank account details? If they've been good clients for 4 years I'd definitely give them the benefit of the doubt! Follow up with your bank and find out what's going on. If I was the client and had paid, I'd be very annoyed if I kept getting hassled!

@Aprilx & @Dixiechickonhols I suggested a letter/email giving a date by which payment should be made. Perfectly reasonable action given that the payment is overdue.

I then said if no payment received by the future date a letter before action. By that stage there could be no doubt if they were honestly resolving a mistake or not paying.

On 28/11/23 the wrong sort code was used but it’s 3 days to do a BACS payment. If this was done on 18/12/23 then payment should have been received by 22/12/23.

If the client has sent you proof of payment , with all correct details on it , the bank is now who needs to look into this for you and follow up where the payment is sitting .

Thanks all. Am keen to keep my relationship but there are communication issues between my direct client and the finance dept which is where I feel frustrated at the delay. Not helped by the admin support 'forgetting to process' my November invoice, so I'm actually 2 months short. Not a major issue immediately for cash flow but poor for our relationship really.
Will keep an eye on what the bank payments team says.
Am really hoping it's just in a holding pen somewhere. The only proof I have had from finance is a screen shot of a line from a payment system with my details, saying payment accepted

What did bank say when you spoke to them?

I’d expect your clients system to reflect the date the payment was processed. It then likely went into a payment run to be made.

There are then multiple reasons why it’s not actually been paid. It could be sitting unreconciled somewhere waiting to ve allocated back to your account to show it’s not been paid.

it’s definitely your clients responsibility to find the payment though.

That the payments team will look into it over the next couple of days

The screenshot showed payment made 15/12, payment released 19/12. So different from the 18/12 I was told

I agree

Finance said they paid via CHAPS - my bank just said they don't accept CHAPS so it will have been returned Aaaghhhhh

It will likely be in a suspense account in one of the banks which will have to be processed manually, hence taking more time.

However, communication between your direct contact and their admin/finance departments is worth flagging up. We have had similar with a particular academic institution beloved of Mumsnet, which is appalling at paying people. DH does some guest lecturing for them on a niche subject each year, but last year refused to do it as previous payments took several months to come through. This was passed up the academic food-chain and pressure brought to bear on the admin/finance teams, so when he finally agreed, payment was made within a couple of days of the lectures taking place.

So the customer was trying to assist by doing a faster payment after their digit switch error but your bank won’t accept it?
It doesn’t sound like your bank is great tbh, making you switch accounts then not accepting a standard form of payment.
I’d email customer and explain and politely ask if payment could be made again.