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806

This sort of speculation isn’t really justifiable.

What dates did everyone request their debits to be moved in?

1 Like
807

Raising a complaint and the bot pasted its thought processes :worried:

"The user is upset that three of their direct debits have not been taken and has asked to raise a complaint.

  1. Acknowledge and Apologize: Start by acknowledging the user’s frustration and apologizing for the inconvenience. This is a key de-escalation step.

  2. Investigate:: Check get_scheduled_payments again to confirm the status of the direct debit mandates for “Unum”, “British Heart Foundation”, and “PCS”. The previous check showed they were active. I need to see if anything has changed.; Check get_transactions for today (May 2nd) and yesterday (May 1st) for each of the three merchants to see if any payment was attempted, even if it failed. I already did this for May 2nd, but I should check for May 1st as well.

  3. Analyze Findings:: The get_scheduled_payments tool output from the previous turn showed active mandates for all three.; The get_transactions calls for May 2nd showed no transactions for these merchants. I need to run them for May 1st.; The retrieve_knowledge_articles call for “How to make a formal complaint” provides very specific instructions. It says I should first try to de-escalate and resolve the issue. It explicitly states not to offer escalation unless the user insists or de-escalation fails. The user has asked to “Raise a complaint,” which is a direct request. The knowledge article says if the user “explicitly asks to file… a complaint,” I should state, “You have the right to raise a formal complaint,” and then ask, “Would you like me to connect you with a live agent to review your case?”.

  4. Initial Draft & Correction:: My first thought was to follow the knowledge article’s script for complaints directly.; However, the check_response tool flagged my draft for offering to connect to an agent. It stated that I should first try to resolve the issue myself and that the user’s request wasn’t an explicit demand for escalation yet. The user said “Raise a complaint,” which could mean “Help me raise a complaint” or “I want to complain to you.” The quality control feedback suggests interpreting this as the latter and attempting resolution first.

  5. Revised Plan:: Acknowledge & Apologize: “I’m very sorry for the trouble and frustration this has caused, Carl.”; Report Findings: “I’ve looked into this for you. I can confirm that the Direct Debit mandates for Unum, British Heart Foundation, and PCS are all active on your account. However, I can see that no payment was attempted for any of them yesterday or today.” (I will run the transaction check for May 1st to be certain).; Explain the “Why”: “This usually happens when the merchant doesn’t send us the request for the funds on the expected day. We can only process a Direct Debit once the merchant initiates it.” This provides a logical, non-blaming explanation.; Provide Actionable Advice: “The best first step is to contact Unum, the British Heart Foundation, and PCS directly to ask why they haven’t collected the payment. They will be able to confirm their intended collection date.” This empowers the user with a clear next step.; Address the Complaint Request: “Regarding your request to raise a complaint, I can certainly help with that. You can submit a formal complaint using our online form. Would you like me to provide you with the link to the form?” This addresses the user’s request directly but offers a self-service option (the form) instead of immediate escalation, which aligns with the quality control feedback. I will need to find the link for the complaints form. I’ll search the knowledge base for “complaint form link”.

  6. Final Polish: Combine these points into a clear, empathetic, and helpful response that addresses both parts of the user’s message (the problem and the complaint request) while following the guidance from the quality control check.I’m very sorry for the trouble and frustration this has caused, Carl. I’ve looked into this for you.

I can confirm that the Direct Debit mandates for Unum, British Heart Foundation, and PCS are all active on your account. However, I can see that no payment was taken for any of them yesterday or today.

This usually happens when the merchant doesn’t send us the request for the funds on the expected day. We can only process a Direct Debit once the merchant initiates it.

Regarding your request to raise a complaint, I can certainly help with that. You can submit a formal complaint using our online form. Would you like me to provide you with the link to the form?"

edit:

Give me strength, I didn’t even ask for a refund I asked why they weren’t taken.

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808

This made me pause and check my calendar.

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809

Mine were moved over about 3 weeks ago

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810

Plenty of time then.

Same, and I’ve been typing 1/5 all day :tired_face:

811

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Must have their eyes closed cuz FMaL

3 Likes
812

I did partial to Revolut to test and every one of my direct debits failed to carry over.

Revolut wouldn’t have them. The other companies had my old account details but oddly some of them failed even though my old account was open and had the funds.

Not sure what happened. Not the biggest deal but I definitely got more cautious about a non-manual switch.

2 Likes
813

Yeah I won’t do another partial switch (not that many places support them)

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814

I’ve been on chat with support for over an hour now, someone is “looking in to it” and they keep messaging every 10 minutes to say they need a bit longer to investigate further

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815

My lot have been quick, all 4 of them blaming me. Complaint submitted.

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816

I would say it almost puts you off using Revolut, but then Monzo support are just as useless in my experience.

Starling used to be decent, got a lot slower the last time I needed to contact them though

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817

I’ve had a great experience with Revolut over the years.

Strangely enough, the only two issues I’ve ever had are about direct debits.

Their offshore teams don’t know what they are.

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818

Nothing but very quick helpful support from Starling personally

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819

Good to hear. It was nothing urgent so I wasn’t too fussed about waiting longer but definitely slower than they used to be (previous response times have been within an hour, this was the next day)

820

How long ago was it? The last time I had to contact them was a few weeks ago and they replied within 15 minutes :sweat_smile:

821

A couple of months ago. Maybe they were just inundated with people like Jo asking when they can get the new cards :laughing:

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822

@monzobot what’s the date today?

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823

Hi! To find out what I can do, say @monzobot display help.

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824

Last time I contacted Starling was 17th Feb and it was because they rejected me for a sole trader current account :confused:

And the time before that was because I couldn’t open the Euro account. You now have to be 18+ to open the account. The T&C’s only say 16+ to cover existing accounts. I now have the account tho so all is good.

Starling support is, meh. Telephone wise they’re good. But chat seemed quite slow back in Jan/Feb (10 hours for a response). But these were non-urgent queries so not the end of the world :slight_smile:

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825

Finally got a response from support, although not a helpful one.

According to them all the direct debits have been setup correctly and will be taken today at some point, if they aren’t then it is the merchants issue and not Revolut

1 Like