I sold a car part online. Person paid via bank transfer £125. The following day my Mrs went into labor a few weeks early (our first child).
Was in hospital for the following week. When we got home, my plan was to send out the part after the bank holiday weekend just gone.
Before bank holiday Monday starling bank sent me message on Saturday, requesting more information surrounding a disputed payment for £125. i replied immediately, I sent them all the screenshots, explained my circumstances and the delay in sending the part out and how it was still in my possession and can either refund or continue to send it out as planned.
Sent a chaser message on Sunday, no response. Sent a chaser message on Monday, no response. Called in on Tuesday, spoke to someone in customer service who said they would chase it up with the relevant department. Within a couple hours I received a message from starling saying they were closing my bank.
I was confused. I tried to reach out immediately. Kept getting told my concerns had been noted, a complaint raised and info sent to the relevant department.
My account with Lloyds the next day then received a message from them that they will be closing my account due to information they had received from credit reference or fraud prevention agencies. When I spoke to Lloyds they confirmed there was a cifas marker against me.
I’m scared that this will ruin my life. I’ve already been adversely affected by not being able to make purchases anymore, considering the fact I’ve got a newborn at home I’m extremely distressed.
I reached out to the buyer and explained the situation offered to either deliver part as planned but offer some discount as goodwill or refund. Buyer wanted a refund so I’ve sent a refund for the full amount and buyer explained they became panicked and apologised. They also said they would notify the bank on their side to let them know the situation has been resolved. I’ve forwarded all the screenshots of this to the bank since too.
Is there anyone who works in fraud who can give me some insight as to whether or not this is reversible? I feel like this is an extreme situation for Starling to put me in considering that this was a legitimate interaction, a legitimate life event and not fraudulent at all? The time between the buyer buying and disputing was about a week.
I’ve done a DSAR from CIFAS who have advised it will take up to 10 working days to receive.
Was this reasonable action taken by starling? Do I have grounds to get this reversed if starling stand firm and I have to take it to the financial ombudsman?
I fear I could possibly lose my job if I’m left with no bank accounts and it’s not the situation I want to be in with a baby.
Please can anyone offer any insight.
Thanks