A reader named Vera Boyko reached out to the "Na Pensii" editorial office, sharing her unfortunate experience: in 2023, she paid for gas distribution for the entire year, but the funds never reached the company.

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The bank refused to assist in determining where the payment went. Now Vera is being told that the previous supplier is no longer in operation and is being asked to make the payment again. What should one do in such a situation? Let's figure it out.

Contact the Service Provider

First, it’s advisable to reach out to the gas operator to check if they can see your payment. This can be done through the personal account on the company's website or directly in person. Request a written confirmation of your payments.

According to Article 40 of the Law of Ukraine “On the Natural Gas Market,” operators are obliged to provide clients with information about their accounts where they accept payments. If you paid under a different account, you will need to resend the funds to the current account specified on the company's website or in the contract.

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Sort Things Out with the Bank

At the same time, contact the bank where the payment was made. Write a statement addressed to the chairman of the board requesting an investigation into where your money went and to which account. It is crucial to verify if there was an error with the account details – you can check these in the receipt and the contract with the gas distribution operator.

If the money was accidentally sent to the wrong account, the bank is obliged to investigate and provide information about the recipient. According to Article 1212 of the Civil Code of Ukraine, if someone received money without legal grounds, they must return it to the sender. You also have the right to request the bank to conduct an internal investigation if the error was due to their fault.

Thus, it is essential to clarify whose side the error occurred on – the bank's or the supplier's. It’s possible that the mistake was made in specifying the account details or in the operator's processes.