'RBS can't find my credit card payment' Five months ago when we were out shopping my wife's credit card was declined. I contacted the card company and it said she had not paid the previous month's bill. I had paid this bill myself at the local branch of the Royal Bank of Scotland so I went to see them and showed them the signed receipt. The branch said they would investigate and, just over a week later, phoned me and told me it was not RBS's fault and I should contact the card issuer. This I did and it told me that they had not received any payment from RBS. I phoned RBS again, this time being put through to Edinburgh, where I was told the bank would investigate. As they did not come back to me I phoned them a week later when they said again it was not the bank's fault and I should phone the card issuer. I did so, only to be referred back to RBS. Again I phoned RBS and yet again they promised to investigate matters and contact me. That was nearly two months ago and I have received no letter or phone call. We had to pay the credit card bill for that month to get it reinstated. I asked RBS to pay the bill as I had already paid them. They refused to do this saying, yet again, it was not their fault. The money had been paid accompanied by a credit card statement which did not have crucial numbers showing where the money was to go to. This meant the transaction for £20.12 couldn't be processed through the clearing system in the normal way. RBS said it should never have accepted it over the counter. Nonetheless, RBS now explains that the payment was made - somewhere - just not to your account. Due to the amount of the item being below £25, it has been unable to trace where it went. RBS admits it should have refunded this sum when you first raised this. It has reimbursed the £20.12, plus the late payment charge and interest. It has also paid £18 for your telephone calls and in respect of your time. A further £100 has been paid for goodwill.