It will be when you submit the credit card and value for "payment", handled entirely within the website with a call to the relevant verifier - the Verified by Visa or equivalent Mastercard one.

It won't go into the Plusnet order processing system until the end of the web ordering system. If that didn't complete, as apparently here, then yes - but they would also have all the posters other details on file.

It isn't a failure of the Plusnet ordering system as such, just the website order-taking.

Why are u taking the [censored] out of someone else's misery ?

No they had nothing about me on file , the order failed . The plusnet help could not find me by any means dob,postcode , landline number, address etc. It might be a failure of the website. But I would rather pay a bit more and stay where I am . Thanks everyone for replying ...In retrospect I lost a good deal , but my connection is ok ..

Edited by deleted (Mon 07-Mar-16 17:55:48)

Because whoever at Santander is telling you Plusnet can sort it with a fax doesn't understand the situation. Which I have just explained and you read and replied to after making this comment.

It was them I was getting at, not you, but at the same time pointing out the difficulty they would have in writing such a fax.

As for misery, what's that all about?

You know the money hasn't actually been taken, just quarantined, and will be freed within 8-30 days of it happening. A release date only Santander know and haven't told you.

You also say that it doesn't cause you any problems having that money tied up.

That doesn't sound like misery. Misery is what the Syrian refugees in transit feel.

After entering your credit card details and it doing the pre-authorisation, you are then asked for your bank details to set up a direct debit. Did you do that, or did you think it wasn't needed once they had your credit card?

Nope , it could of been that , I didn't want a dd anyway..

If you didn't enter the d/d details, which are compulsory, then the order didn't complete because you didn't finish it and didn't place it.

The whole thing explained.

The order stopped immediately after the credit card payment was reserved at Santander because you stopped filling it in. Which is why Plusnet don't know anything about you - the online data collection of your details, which is all the website does, never got submitted to the order system.

In reply to a post by RobertoS:

You know the money hasn't actually been taken, just quarantined, and will be freed within 8-30 days of it happening. A release date only Santander know and haven't told you.

No it should not take 8-30 days. It ought to drop off in 3 days max. in this situation, but Santander should be able to confirm exactly. I'm not sure if the number of days is governed by Banking Rules, but I suggest lennyuk phones the FCA and ask them.

Nor should it be a case of waiting any excessive period, this sort of thing reduces the available spend that the account holder has.

I was in the same boat with a company not that long ago.

What people fail to realise is that when you pay by credit/debit card for any item and that little box appears (verified by visa etc), once you enter the correct password/number, money in your account gets reserved to pay the amount. Regardless whether the transaction goes through or not.

Yes, it does drop off (seem to remember it took mine 5 days or so from the date of the (failed) transaction) but in the mean time, that money becomes untouchable. In my case I had nigh on £1400 on hold. And then you get into a right merry-go -round between the various parties involved. If Plusnet don't have any records of you, it's because the system broke down at the transaction stage.

Of course, you don't realise what is happening until things start bouncing. It's how I found out. I got an insufficient funds notice when I went to pay a bill. Looked at my overall balance and that was correct, looked at the available balance and it was [censored]!

Whether this is just a Santander thing or general fault in the banking system I couldn't tell you. All I know is in my case it took 8 days for all 4 failed transactions to fall and for the money to become active again for my use.

As for Plusnet refunding it, they won't do. Simply because the money hasn't left your account. It's still there, in limbo land.

Edited by 69bertie (Mon 07-Mar-16 19:51:13)

This was exactly what the Santandar chap told me ..he said he was surprised because of all the publicity from Plusnet . He said plusnet can just send a fax and stop the whole waiting thng..