Missing payments

A common complaint received by the TIO is that a provider has not received and/or acknowledged a particular payment. Where a complainant can supply the TIO with proof of payment, e.g. copies of receipts or bank statements, the complaint is usually resolved quickly and easily. However, it is more common that complainants advise the TIO that they have no record of their (cash) payment, or that they are not prepared to provide their credit card statements. These complaints are more difficult to resolve.

The TIO will not investigate a complaint about a missing credit card payment unless the complainant is prepared to supply their provider with a copy of their credit card statement. The Member can then conduct a search of its database for the missing payment. Where a complainant is concerned about providing personal information to the provider, the TIO suggests they block out any information they do not wish their provider to see, such as other purchases.

Complaints about missing payments often arise where a customer has been making part-payments towards their account. Regardless of whether or not the complainant has receipts, the TIO will in such cases expect a provider to supply an account reconciliation statement for the complainant to review. In the TIO's experience, such complaints are often resolved in this way.

Where a complainant has no record of a missing payment and an account reconciliation is unlikely to assist in resolving the complaint, there is little the TIO can do other than refer the complainant back to the place of payment (e.g. Australia Post), so that a search might be conducted if it is not too late. The TIO will not pursue an investigation in such a case because it is unreasonable to expect a company to search its entire record of payments for one undocumented payment.

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