To ask for help re Plum savings app

[Rainbowhairanddontcare]

My ND 20 yr old dd sent £200 to her Plum app last month. It never appeared in her balance. She contacted her bank who have looked into it and also Plum.
The bank says Plum have said the funds were never received and never left her bank account. Case closed as far as they are concerned.
Plum replied to dd's email and basically said the same.
BUT dd has shown me her transactions. I can see the £200 is debited from her bank account but does not show as a credit in her Plumb account.
Dd said that the bank told her every time she transfers money this way the account number and sort code changes each time? Dd used the same details as what she did the previous time.
I really don't understand what has happened. Where has the money gone?

How can the bank say Plum said the money didn't leave her bank account - the bank can see what you can see so they know it left the account. The bank will be able to look at the payment message and see where it went (each payment has a code which details where it is going and for how much)

The bank are being too passive from what you say and should have their own information if she gives them the payment reference she can see on her statement - start with the bank again.

Agree with the above. It doesn't really matter what Plum say - she could have accidentally transferred it to Mrs Smith 2 streets away and the bank would still be able to see where it went.

Can't offer any advice for her current issue apart from if she's putting money into Plum she should do it from the Plum app as a deposit. No idea why but I've noticed the details that show up on my app for them changes every time.

I'm going to ask her to contact the bank again when I'm with her. Hopefully they will let me speak to them if she gives permission as she struggles on the phone.
If it had just been a pending payment it wouldn't still show now as leaving would it?

If it was a pending payment that had not actually been taken in the end, it would not show up as leaving. It would just drop off the statement as if it never tried to go.

I had this the other way round when I mistyped my bank details for some money my Dad was sending for a meal.

It sat in bank limbo for about 3 weeks then popped back to his bank.

Agree with Pp I have Plum and never had an issue but I use the app rather than trying to set up a direct payment. I've heard of the changing bank details thing for other companies it's a security thing

Just on hold to the bank now. I've gone through it all with her. You can see the transaction of £200 leave bank account and it doesn't show in her plum account.
If the money is lost do the bank have a legal responsibility to refund it?

It won't be lost per se but it may have gone to incorrect recipient. The bank will contact the recipient and ask for it back first but it's not the bank's responsibility if it's gone to wrong details so see where it went first then if it's confirmed as going to Plum - Plum need to find it with the message from the bank. If it hasn't cleared yet then it may not go at all as a pp said.

i had this with Plum but was only £50, 3 weeks later after many emails, to Plum, with screenshots, it landed in my Plum account. I've used Plum since it started and thats my only issue ever

The bank insist it's nothing to do with them as they confirm the funds left the account and Plum have confirmed they were received in dd's Plum account. But she's shown me all her Plum transactions and the money does not show at all. I'm so confused and after an hour with dd on the phone to the bank this afternoon before I went to work we are no further on. Tomorrow we need to contact Plum again....but they say the funds never debited her bank account arrghh!

Ok but that is different to what your previous post said
So bank have confirmed they went to Plum and Plum confirm they received them then great it means it's just not appearing on her statement which is the question to Plum
What is very confusing is why Plum have any opinion on the funds leaving her bank as they would not see that unless I don't understand what Plum is. It seems a contradiction - they confirm they received them but there is no transaction showing it ? Is there another account at play here with Plum and Plum are talking about that account not the other bank account

The bank says Plum have said the funds were never received

Plum have confirmed they were received in dd's Plum account

You need to establish which of these is true and be firm otherwise the individual answering the phone at Plum will pass you back to the bank.

Sorry I wasn't clear. Had such a busy week of work. The bank said Plum confirmed to them the funds were received.
Plum told dd the funds never left her bank account.
The truth is the funds did leave the bank account and were not received in the Plum account. Dd has emailed them again with all relevant proof and is awaiting a reply