This is largely a rant as I am the one that sorts the unreconcilable banking stuff on our system - mostly passing it on to the accounts department. But ultimately I am the only one with access to the actual bank - the company is small enough that it makes sense to work that way. So when things appear on the daily statement that cannot be automatically processed, I have to decide what to do.
Some days, rarely, there is nothing to check, but most days there is something, and it is almost always customers being a tad annoying.
We mostly collect payment by Direct Debit, which "just works" - however we allow payment by bank transfer at no extra cost (though some packages are DD only). Basically, some people do not trust Direct Debit, and I know why. We don't trust it - or to be more accurate we don't trust all of our suppliers to actually do Direct Debit in accordance with the rules. It is a sad state of affairs as the rules are actually very clear and simple, and allow claw-back if not followed. When we do Direct Debit we make damn sure we are following the rules. However, if someone wants to pay us by bank transfer they can. I really do understand. We have many people doing that correctly and on time.
The only stipulation we have is that they complete the correct beneficiary reference on the payment. Well, of course, they also have to do the right sort code and account number, but the reference is for our benefit. It is to allow us to assign the payment correctly.
I had one today and it wound me up - hence the post. The customer pays quarterly and uses normal 2 day BACS transfers, and normally pays on time.
They never send the right reference, in fact they send "0". We do not get sender sort code and account from our bank, so we have to make some guess and generally I have to make the assignment of their payment manually. We charge £5 for doing so - it is manual work we should not have to do.
So is it unfair that we insist on the correct reference on the payment?
I really do not think so - at the end of the day that is why the reference exists, and there are so many organisations you have to pay that also insist on the correct reference: Gas, Electric, Water, Telephone, Rates, VAT, PAYE, and many more. Companies have to have a way to send payments with the right beneficiary reference else they have some serious problems paying the most basic things like VAT and Rates. We are no different.
The one today was extra special. It was a company that usually pays on time but never uses the right reference. As such we charge £5, but to make it easy we include that as a line item in the next bill and not a separate invoice. If we made it a separate invoice you have an infinite loop of paying that without the correct reference and again being invoiced. We saw that happen once when we made it a separate invoice - very sad - we did not have the heart to keep it going and so changed the system.
But occasionally this organisation also pays late and so gets a late payment invoice (typically £40) and then a separate invoice when they pay, for the interest. In this case it was for 3p. This is all according to statute for late payment of commercial debts. If you don't like it, pay on time, duh!
What was especially sad is they sent a BACS payment for the 3p. BACS works for 1p to £10million. They did not send £40.03 to cover both invoices, but just 3p, leaving the £40 overdue. They will end up with a £5 charge on the next invoice for paying 3p without a reference - a £5 charge for my time and the accounts team's time handling the payment with not reference (bargain). They probably pay bank charges to send the 3p that is a lot more than 3p!
It is sad that large company bureaucracy can end up like this - just paying - not even complaining - paying for their own failings time and time again.
I think the £5 charge is fair. I dislike having to faff around every day (even when on the North Sea) to do bank reconciliation, and then paying accounts staff as well. It costs money and is avoidable - just use the right reference. It is even the same every time (the A...A account number) but we are flexible and can handle the I...A invoice number if preferred. This is not a way for us to make extra money at the expense of companies that are inept, honest.
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