Monzo Direct Debit Support Force - Sign up here

Interesting…

In that case, I wonder how long it will be before they sort it out?

strange because my Halifax share dealing account accepts Monzo as my account to withdraw funds to - admittedly after speaking with them - so it should be on the Halifax system :slight_smile:

I wonder why BACS can’t just do a blanket email to all those who use their service? Just reminding all of them that they need to accept Monzo or they will be fined?

If we trouble BACS enough, generating a lot of workload for them, they might do something about it. There are thousands and thousands of companies participating in DD Scheme, so some generic newsletter might help us a bit. That being said, I don’t think that BACS can favour specific company and send an email just about them… :thinking:

4 Likes

I think they can if it becomes clear people aren’t updating sort code databases…and it wouldn’t necessarily have to favour Monzo, just use it as a case in point.

2 Likes

NPower still having issues. No joy over website, live chat or phone now. Twitter team is talking to the payments team now to try and resolve it all

Chased BAC’s today regarding NS&I - responded but there is no update.

I chased my Better Gym query with BACS up, no response yet.

Moving to The Gym Group who are opening a brand new gym near me in early November so if they don’t hurry up, I’ll be cancelling the existing direct debit before they actually get around to changing the details :grin:

RateSetter finally caved in and amended my account details to Monzo:

  • I had to provide PDF from Monzo where it says I’m the account owner (with sort code, account number, my postcode and address).
  • I had to provide screenshots from the app (with same as above).

Honestly, it’s such a security that I could make PDF with one logo from Press Kit… and make app mockups from thin air as well. Maybe they checked more, but I don’t think so, lol. But yeah, it’s done. :muscle: :smirk:

3 Likes

Legendware (www.legendware.co.uk)

They provide gym membership software to local authorities, currently their systems say the details are inaccurate.

Popping in the gym tonight to fill out a paper version of the mandate, and see if that makes a difference.

NPower won’t switch my direct debit, I’ve tried for days now. Reported to BACS.

1 Like

Do they provide the back-end software for the Better Gym chain? I’ve had issues with them, ultimately raised it with BACS a couple of weeks ago.

Not sure why you’re all struggling with NPower, worked for me! I just submitted the form 3 or 4 times and it worked after validation failures if I remember correctly 20170920_114941

NS&I are now accepting the Monzo sort code.

Well done team!

6 Likes

Damn! I’ve been with their Twitter team, chat team and telephone team and nothing has worked.

Excellent, I can see the direction my complaint might be heading in now :grin: .

The Times, no response:

@thetimes Trying to update my DD instruction but you're not accepting @monzo's sortcode (04-00-04) :(

— Ollie Ford (@OJFord) September 11, 2017
2 Likes

@OJFord

I phoned The Times Subscription helpline to update the DD and it worked over the phone. When updating it online it would hang after entering the new details.

Haven’t had them successfully claim payment yet, so fingers crossed.

Literally just chased this on Twitter, and got the same response. Didn’t check here first!

1 Like

Well to my surprise I received a letter today and goodwill payment. This will be a good contribution to my expenses for my trip down to London to open the Monzo current account in August. Shows that you should complain if it doesn’t work.

Dear [Kevyn]

Thank you for your email of 25 August 2017 about the problems you have encountered adding your
bank details to your National Savings & Investments (NS&I) investments. I am sorry that you have
had cause to complain and I have investigated the matter for you.

Firstly, I would like to apologise for the inconvenience this has caused you.

Regrettabiy, due to a technical issue, the Monzo Bank sort code was not recognized by our banking
systems. I can assure you that NS&I make regular checks to ensure that the BACS details held on
our records are up to date. As soon as we became aware of the situation we resolved the issue as
quickly as possible and the sort code has now been successfully added. In addition, we have
undertaken an extensive investigation to ensure that this problem is not repeated.

You should now be able to add your new bank details to your account.

NS&I aim to provide a high level of customer service and I am disappointed to see that this has not
been your experience. Please accept my apologies for any inconvenience this error has caused. As a
gesture of goodwill, I have arranged for a payment of £75 to be sent to you separately by crossed
warrant (like a cheque) to pay into the bank or building society of your choice. If this is not
convenient please let me know the bank details you would like the payment to be made to.

We have a well-established procedure in place for recording and reporting all customer feedback. I
would like to thank you for taking the trouble to make your views about the registration process
known to us as we do regularly review our processes in the light of suggestions from customers like
yourself. Your comments have been forwarded on to the relevant department for future consideration,

Lastly, if this error has caused you any delay in receiving any funds out of your NS&I investments, or
you encounter any further problems, please don’t hesitate to contact me on 01253 832 254.

I trust that my reply resolves the complaint to your satisfaction and I hope future dealings with NS&l
will be trouble free.

4 Likes