How do I help a parent whose payment has failed, but the amount has been removed from their account?

If the payments has failed, the money will not be taken from the account. However, your parent may worry that the amount appears to have been taken. The reason for this is that their banking provider will be expecting us to take the amount, so it will have been removed from the parents available balance. Because we will not request this, in 3 -5 working days (depending on the bank) it will be returned to the parent’s available balance.

If the amount is a large amount of money, we will need to get a request from the parent directly in order to speed up the return of the money by contacting the bank. The parent will need to confirm the following details: Time of payment: Amount: Name on card: Last 4 digits: Card type: and email this information to