“Temporary” credit balance a source of confusion

Account information,
Lindsay considered the information available through his bank about his Visa credit card account was confusing and inconsistent. When he went online to check payments had gone through, they would show up, but not in the account transaction summary, and they would sometimes vanish and later reappear.
November 2018

Our investigation

Lindsay’s bank is small and does not have a direct relationship with Visa. Payments are sent via a big bank. System limitations prevent full overnight reconciliation of payments, so Lindsay’s bank would provide a “temporary” credit balance to show customers that payments had been made – although they could drop off if the system was not reconciled in time.

We considered the information Lindsay’s bank provided could cause confusion, and the bank agreed to changes, including removal of the temporary balance, meaning balances would not update (and then possibly revert to an earlier balance) until finalisation of payments was complete. The bank also updated its payment confirmation message to note that payments would usually be sent that same day, but might take longer to show up on customers’ internet banking records. 


We considered this was a reasonable solution to the complaint.

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