I have two standing orders to pay my old Lloyds account and they are both set with different references and both display the references.
Have you tried deleting them and starting again?
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Majority of banks have a 14-30 days grace period between the time payment was due and before they decide to report it as a late payment. Has the mark already appeared on your report or has Coop threatened they would put one?
I agree that Monzo bank transfer system is very frustrating. I gave up and do all my transfers from Monzo to Starling and then from Starling to all other banks. Monzo should take responsibility here if this is a technical fault from their side.
But you should also become friends with the Coop bank, because ultimately they can make a decision to remove late marks from your credit report. I would explain the whole story and ask them to see if they can move the payment from one credit card to another proving your initial intention. They call out ethical banking as one of their values so I would definitely try to test it out.
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Yeah. Iâve had interactions with Monzo where it seemed theyâd either just skimmed my post, or mixed up my conversation with another one they were having with someone else.
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I think that this problem is endemic with the method of work that Monzo has, which is to constantly pass the issue from one person to another at each individual stage of the customer service process.
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That certainly doesnât help, but I think in my cases, the impression given was that the agents werenât concentrating, possibly because they were working on more than one case.
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Thank you everyone, oh the joys of combined wisdom!
I have set up a direct debit for both coop credit cards.
Next I am next going to raise a formal complaint with the Ombudsman about Monzoâs Payee Override glitch because it needs resolving and their own complaints process has been ineffective.
I am also going to raise the credit score with the Coop and see if they will remove it as I have some acknowledgement from Monzo that it is a software / programming issue.
There are many advantages to Monzo which we know but I would say that having a forum is a major plus!
Cheers and enjoy your weekends 
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If you havenât already done so I think you may need to ask Monzo for a âfinal responseâ to your complaint before the ombudsman will investigate.
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Thanks for posting this, I wasnât aware of this bug/glitch but will know to look for it now. Sorry you had all the hassle with it but glad you seem to have gotten an understanding.
Striking for me is that the current Monzo service model just isnât working for any query that is anything approaching âcomplexâ.
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It is interesting how different people manage their finances. I know quite a few people who like to manually make the card payment, even though they pay in full each month, which poses the risk forgetting or missing the payment.
The safest route Iâve always recommended is setting up a direct debit for the minimum payment amount regardless of how you choose to pay. If you pay in full before the direct debit date it wonât be collected, but if you forget then you wonât miss the minimum payment.
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usually when you make a manual payment even though you put in the reference number before you submit your pin all the details are there to review for you to double check before entering your pin and remember your responsible to make sure all details are correct before making a payment.
As the OP has explained, this wasnât made by manual payment. It was two standing orders that were set up, and Monzo garbled the reference on one of them.
Itâs clear if you read the entire thread.
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I do think a complaint is in order as there isnât anything warning about you about this in the app when setting up a standing order and its reasonable to assume they would have paid it under the reference you initially requested. However at the same time it is your responsibility to ensure you have paid on time. Did you not notice your balance seemed lower on one of the cards or received a reminder to pay? For example Barclaycard offer a 14 day grace period within the payment due date (for those previously up to date) before your credit file is affected they also send out reminders, if you bank did not send these out query this with them. I do believe though that monzo should pay any late payment charges you may have incurred as a gesture of goodwill. Itâs unlikely the missed payment marker will be undone as it is factual, though this is something to take up with the CO-OP as they are the only ones who are able to change it.
it goes the same way when setting up a SO as well you still need to put your pin and and you still have the option to review the details before submitting, and like iâve said before itâs always your responsibility to check the details before making the payment you canât blame anyone else if your the one putting the information in.
Maybe some would, but I wouldnât check the reference was correct. If I was lucky, I might notice they were the same. But the point is, I set it up and at that point I checked they were correct
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How do you check your standing orders then?
Bearing in mind theyâre generally paid âsometime aroundâ 2am, and the reference wonât get borked until the exact point of payment anyway. And youâd be obligated to check every single time, which kinda misses the point of a standing order.
Itâs basically impossible to do what you suggest.
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i have standing orders with two separate reference numbers going to the same account and all paid with no problem and when the payments are gone out you can actually check the payment thatâs been sent and it will show the reference numbers as well you can check now if you have you have any SO setup plus the OP can check if the payments has been made because like i say before your responsibility and iâm sure the credit card company usually message a reminder about making payments as wellâŚmaybe they went to edit the SO and the reference got changed without they noticing it because they never said if it was a one off or a consistent thing and iâm pretty sure itâs a one off
Even as the most financial responsible person on this planet, I think a person would be forgiven if the payments they set up failed because the bank didnât honour the reference entered. We can argue noticing the error and other such issues, but surely there has to be a limit to what a reasonable person is expected to do.
(Yes, we can argue a direct debit is more sensible, but they arranged payment and it appeared to have been made. No, reasonable, person would have expected the situation outlined to occur.)
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I think that a complaint with the Coop Bank is required regardless of whatâs happening with Monzo if they indeed put a mark on your credit report (Iâve missed payments by a few days before and never had a mark because of that, typically there is a grace period). Youâve still paid them the correct amount of money you owe, there was just a mismatch on the references (one card was overpaid); this shouldnât warrant a penalty or a mark on the credit report.
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Thank you again for your help. I am so glad many if you have understood the issue.
An update: monzo are looking into and have admitted that there is a technical issue where the reference on the standing order will default to what it was for the first payment.
I have actually sorted the consequences (fee and credit score mark) with the coop myself, the effort I was making was so that it doesnât happen to someone else. I have found my workaround - which is a direct debit for the minimum and then on payday I pay the rest of the card off.
For clarity:
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Standing orders may well be relegated to the world of cheques and posting envelopes into slots at physical banks, but the reason I did this was because I can pay my standing order on payday. The billing on both credit cards is not monthly but every 6 weeks, and both are on different dates. This gives me certainty and control over my own money. Also, as I am paying way beyond the minimum and if an emergency arises I can adjust the amount or cancel it easily. I can also create standing orders myself without having to call a bank. A financially responsible person considers best practice and then tailors things to themselves. Though I appreciate suggestions for other methods.
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I do check my payments thoroughly and the real issue here was that both payments appear to have paid credit card 1 and credit card 2. It is only when I delve into the details I can see that In pale grey there is a different reference. A reference within a reason. We are now getting meta. This I have flagged with Monzo.
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The assumption that the user is at fault until proven otherwise seems to be the default stance, both at Monzo and within this forum (apart from those who helpfully summed up my issue in a very succinct and clear manner - thank you). I am thankful to those who were patient and read the information - the Virgin money reference from Monzo really threw a spanner in the works. I have fed back to Monzo on their lightwork of understanding the issue and skim reading, alongside the âpillar to postâ approach. All in the name of a better bank so people have the ability to understand and control their own money (something we all seem to value).
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Iâve found this much depends on the card provider and how soon a manual payment is made to the scheduled direct debit.
Some legacy banks arenât that quick to change.
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