Debit order rejected?

Help
1

Hi. Please advise how I can get hold of Monzo.
My debit order has been rejected and funds are not the problem?
Thank you

2

Do you mean direct debit?

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3

Type contact into help on the app and thatā€™ll get you to support. You can also search the help pages to see if your problem is listed.

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4

If your direct debit has been declined, you should be able to click on it in the feed & click ā€œTry Againā€ or something similar to manually retry it.

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5

I believe that option is removed at around 2pmā€¦ I canā€™t remember the exact time but I do know that itā€™s too late to do it now. Good advice for next time though nonetheless!

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6

Thanks guys. The insurance company have categorically denied that they cancelled the instruction for the direct debit. On the same note Monzo chat have stated that the instruction was cancelled on Christmas eve but cannot say by whom?
Where to from here as I donā€™t know what else to do. There is now a penalty being levied in addition to no insurance and not of my making. Thanks

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7

It sounds like you will have to speak to the Insurance company again. Youā€™ll probably need to organise a card payment to cover this month and then reinstate the direct debit. If you explain to them that you didnā€™t cancel the DD they might waive the fee.

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8

Thanks Stompy. Point taken. Iā€™m waiting on a response from Monzo.
Insurance company says that Monzo cancelled the direct debit?

9

Super weird. And Monzo donā€™t know who did? They should have a record.

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10

You definitely didnā€™t cancel it by mistake when trying to cancel another one or something?

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11

Yes. Direct debit

12

No definitely not!
UPDATE. Monzo have come back to me and have said that they have handed over to their technical team for validation??
Something really strange going on. Iā€™ll wait for their reply tomorrow and let you knowā€¦

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13

I had a direct debit with American Express dissappear once. It was from a CASS. The reference was missing the last few numbers of my Amex card number, someone from chat had to reinstate the mandate with a different reference

Amex never contacted me to say it had been cancelled, though

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14

UPDATE. So Monzo have advised me that I went onto the app and cancelled my direct debit on Christmas night. I must have had too many?
The thing is that I donā€™t drink! I am very clear headed and have absolutely no recollection of going onto the app and doing this?
What proof can I ask them for? Sounds like a dumb question but I need to get to the bottom of this. Thank you:)

15

If theyā€™ve said the app was accessed and it was cancelled through that then just take it as thatā€™s what happened and move on. People cancel DDs in error all the time, youā€™d not be the 1st and wonā€™t be the last.

Just tell the company it was cancelled in error and they should be fine about it.

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16

Sure, I take your point but there is a cancellation fee to pay to the insurance company and on principle, why should I pay the penalty?

17

Youā€™re paying it either way principle or not, theyā€™ve given you the answer so regardless of what you believe thatā€™s that.

Iā€™ve Monzo were cancelling DDs or had a system glitch weā€™d of seen others coming though up complain. Thereā€™s been nothing so sorry but thereā€™s nothing more can be done.

Explain to insurance say it was done in error, they have the power to waive fees.

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18

Sorry Dave I donā€™t readily accept that. Do you work for Monzo as a matter of interest?

19

What is it that you donā€™t accept? Are you saying Monzo have lied about the cancellation happening in the app?

People who work for Monzo are identified as such. There is no conspiracy here.

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20

Nobody in this thread works for Monzo.

The reality is the direct debit was cancelled, and Monzo have said that you did it. Whether you are tee-total or not has no relevance. Move on with your life is the best advice.

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