From desperation to elation – it’s been a heart-stopping journey for a saver whose £91,000 disappeared during a bank account transfer. By the time Alan Atkins first came to Crusader about the problem, “I was feeling sick with worry,” he said, “both about ever getting it back and also the time it would take, the consequences were huge”.

A Halifax customer, in early January he had been cashing in a fixed rate bond that had matured and transferring the sum to his Nationwide account.

++ If you've been affected by this issue or feel you've been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk ++;

An entrepreneur, he had earmarked the money to launch a new business and was all ready to get going. “But I was unable to complete the maturity instructions form online so called the telephone banking team with the details,” he explained.  “I was told the transfer would take a few days, but the funds never arrived. It was shown from a recording that I had given the correct details.

"Nationwide confirmed the incorrect account existed, but could give no more details and Halifax directed me to go to a branch. After that I learned the account had been closed. This was 18 days after I had reported the problem. Now I learn that sorting it out will take eight weeks. I’m in despair.”

Aware from other savers’ experiences that with this type of sensitive problem generally a resolution risked being mired in process, we asked Halifax if it could jump on it as soon as possible. It did, taking just over a day and it emerged a one-digit error had been made when the details were recorded on the system and the automated process allowed it to continue.

“We’re very sorry,” said a Halifax spokesperson. “This was our mistake, and we should have fixed it straightaway. We have now done that.” In recognition of the difficulties he went through, and in line with the rules, Alan has also received £908.13, made up of £500 for the distress, plus interest for the delay and his extra costs. His business plans are back on track, and when thanking Crusader for our support, he said: “I am truly thankful for your intervention, it’s been life changing.” [name has been changed]