Missing M&S Money card payment proving hard to credit

In February I made an online payment of £262.02 to Marks & Spencer Money in respect of my credit card account. I failed to add the correct reference, so although the payment went to M&S, as shown on my bank statement, it was not recognised as coming from me. Consequently my next statement showed an overdue amount. I telephoned M&S Money to explain the situation. In view of the fact that I had not previously defaulted on payments I was told the default sum of £12 would be waived and the payment of £262.02 returned to my account. Later that month I wrote to M&S Money, enclosing a copy of my bank statement showing the payment had been made, and pointed out the money had not been returned. About a week later I received a call from someone at the bank who said the money had been returned to me. It is now the following month and the money is still missing. RR, Lincoln It did not show in your account because M&S traced the money and, contrary to returning it to your current account – which is what you assumed M&S had meant – it credited your credit card. You have checked this, spoken to M&S and are happy with the outcome. You have also said this experience has taught you a lesson about getting references correct when using online banking. We welcome letters but cannot answer individually. Email us at [email protected] or write to Bachelor & Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number