Kaupthing Edge Chaps/Bacs Transfers NEW discussion

robborollover

Morning all,
Will be popping in and out today lols,do not expect my money today as my fixed term has only just gone in with my other money in my KE savings account.
Hopefully I will be the one turning the light out next week, after all you guys waiting for your transfers to appear today will be rejoicing, and jumping up and down later today.
Thinking of you all, I see Ippylady has got her dander up.......GIVE EM HELL IPPY.......................................Let the sunshine in ING/KE !!!

tmvc2007

Keeping everything crossed for you all - will check for celebration messages later.

AB31

theFury wrote: »

Please let me know what they say, I spoke to KE last Friday and was given my CHAPS transaction number over the phone. But nobody will check that number to see if it is being dealt with. Just hitting a brick wall of "all transactions will start arriving in accounts on Friday".

HOW DO I KNOW MINE IS IN THE ALL??

The sad fact is you don't. The problem is that nobody at the K-E helpdesk can check, rather than won't check. They told me repeatedly that they would check if they could, but it's beyond their control as the only people who know the exact status of an individual transfer are in another building where the work is supervised by the Administrators. The latter group is not in two-way communication with the K-E helpdesk, or at least that was the position when I last inquired earlier this week.

robborollover

Morning all,
Will be popping in and out today lols,do not expect my money today as my fixed term has only just gone in with my other money in my KE savings account.
Hopefully I will be the one turning the light out next week, after all you guys waiting for your transfers to appear today will be rejoicing, and jumping up and down later today.
Thinking of you all, I see Ippylady has got her dander up.......GIVE EM HELL IPPY.......................................Let the sunshine in ING/KE !!!

Biminibob

AB31 wrote: »

The sad fact is you don't. The problem is that nobody at the K-E helpdesk can check, rather than won't check. They told me repeatedly that they would check if they could, but it's beyond their control as the only people who know the exact status of an individual transfer are in another building where the work is supervised by the Administrators. The latter group is not in two-way communication with the K-E helpdesk, or at least that was the position when I last inquired earlier this week.

I guess its possible the "help Desk" is just a firewall. It might just be possible that the administrators are working their socks off to clear the backlog, and they would be doing it much more slowly if they had to keep looking into individual querries from hundreds of desperate, irate callers. Maybe just letting them get on with their job raher than making them give half-hourly updates on their job is the fastest way for it to happen.

Still, that doesn't help the poor soulds who have no idea what stage their transfer is at. Its a bit "Catch 22" for the administrators though. If they divert their time to answering lots of queries, they will be much slower in processing the transactions.

Ippylady

ALL the payments that KE/ING processed yesterday, will go through as CHAPS transfers and should be in our accounts by close of business.
The person I spoke at KE said that all payments, as stated in their update, have now been cleared. I am checking my account every half hour in anticipation of seeing it there.

miserable_ol_so_n_so

Ippylady wrote: »

ALL the payments that KE/ING processed yesterday, will go through as CHAPS transfers and should be in our accounts by close of business.
The person I spoke at KE said that all payments, as stated in their update, have now been cleared. I am checking my account every half hour in anticipation of seeing it there.

I think this is beginning of the end. It should be over soon. Good luck.

ING_Spokesperson

I have asked Dan for permission to post once more and I am pleased to confirm that all the Kaupthing Edge payments requested on or before Monday 20th October have been despatched and should by now be showing in destination accounts. Inevitably, there will be a small number of transactions that do not go through smoothly. We are finding this can be for a variety of reasons such as some banks not accepting CHAPS payments or incorrect destination account information. To deal with these we have set up a process for the call centre staff to capture your information and transaction details so that your individual case can be investigated. The number to use is 0845 131 32 34 and I just tried it myself and it answered within two rings. Below is the update we have posted on the Kaupthing Edge website and as you will see we are now focussing on refunding CHAP fees and the loss of interest due to payment delays.

Please keep checking the Kaupthing Edge website for updates and we expect to be able to announce in the next few days everything is working normally.

Many thanks for your patience while we have worked to resolve these issues

Latest Kaupthing Website Message


Backlog of Withdrawal Payments:
We are pleased to confirm that the backlog of external payments requested on or before Monday 20th October has now been cleared. These payments have been sent out and have started appearing in destination bank accounts.
If you have any further queries on payments that were requested on or before Monday 20th October, please contact our Customer Service team on 08451 31 32 34.
Withdrawals from Tuesday 21st October:
BACS transactions are being processed within normal timescales and will be credited within 3 working days.
We are currently unable to process CHAPS payments within the normal timescale (i.e. same day or next day) and these requests will take 3 days. Please use the BACS service until further notice so that no fee is incurred.
Interest adjustment and refund of CHAPS fees:
ING Direct will refund the loss of interest on your Kaupthing Edge account that resulted from payment delays. CHAPS fees will also be refunded in cases where the payment was not sent within the normal timescale. An update will be posted on this page next week, giving further information and an update on timings.
Payments In
Not all payments in are being processed normally. We are continuing to work to resolve this and will issue an update as soon as possible.
Fixed Term Product Accounts:
Customers with deposits in a Fixed Term Savings accounts can be assured that these rates will be honoured by ING Direct for the remaining term of the accounts
Thank you for you patience, and once again we apologise for any inconvenience and distress that payment delays have caused.
More news from ING Group
ING’s position as a strong and healthy bank has been boosted by the Dutch Government. It is making a €10 billion investment in ING and comes at a time when Governments all over the world are taking steps to support their major banks. This means ING is now an even stronger company for you to have your savings with.

Ippylady

UPDATE: THURSDAY 23RD OCTOBER, 18.00PM


PAYMENTS UPDATE:

• Backlog of Withdrawal Payments:
  We are pleased to confirm that the backlog of external payments requested on or before Monday 20th October has now been cleared.
  These payments have been sent out and have started appearing in destination bank accounts.

Could anyone in the banking sector tell me that if all these payments were cleared last night, and they were all cleared by CHAPS, (KE confirmed this a.m. today), that they WILL appear in our accounts today?

AB31

Biminibob wrote: »

I guess its possible the "help Desk" is just a firewall. It might just be possible that the administrators are working their socks off to clear the backlog, and they would be doing it much more slowly if they had to keep looking into individual querries from hundreds of desperate, irate callers. Maybe just letting them get on with their job raher than making them give half-hourly updates on their job is the fastest way for it to happen.

Still, that doesn't help the poor soulds who have no idea what stage their transfer is at. Its a bit "Catch 22" for the administrators though. If they divert their time to answering lots of queries, they will be much slower in processing the transactions.

That's exactly the reason why there's been no two-way communication, i.e. they say it would interfere with the process and slow things down. The obvious retort is that ING should have put far more resources into the treasury operation, and so too should the Administrators. Having a helpdesk which can't actually find out what's happened to a particular transaction, some now 17 days old, is simply not acceptable.