New Kaupthing CHAPS/BACS Transfers discussion - Friday 24th October

carlostk

Just got this email from KE... RIDICULOUS!!!

Further to our recent telephone conversation where we committed to providing a response within 48 hours. Regrettably I have to inform you that the recent transaction from your Kaupthing Edge Account to your nominated linked account has been identified as being held up.

Whilst the instruction was given to process your transaction, we have now identified that the transaction has been held up at the clearing bank. As a result the payment has not yet been released and we are working with the clearing bank to release your payment in the quickest possible way so the funds are available to you as a matter of urgency.

We cannot stress enough that your money is safe and we continue our commitment to you in terms of resolving this issue.

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.

We appreciate your patience and we will update you shortly as to the timing of your transaction being released.

Yours sincerely


Tom Mitchell
Customer Services
Kaupthing Edge

bmwalker340

carlostk wrote: »

Just got this email from KE... RIDICULOUS!!!

Further to our recent telephone conversation where we committed to providing a response within 48 hours. Regrettably I have to inform you that the recent transaction from your Kaupthing Edge Account to your nominated linked account has been identified as being held up.

Whilst the instruction was given to process your transaction, we have now identified that the transaction has been held up at the clearing bank. As a result the payment has not yet been released and we are working with the clearing bank to release your payment in the quickest possible way so the funds are available to you as a matter of urgency.

We cannot stress enough that your money is safe and we continue our commitment to you in terms of resolving this issue.

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.

We appreciate your patience and we will update you shortly as to the timing of your transaction being released.

Yours sincerely


Tom Mitchell
Customer Services
Kaupthing Edge

Typical body swerving email.... It's outrageous :mad:

robborollover

Problems with the clearing bank what bank?? mine was first direct, and what about all the banks that have accepted payments.
Lord they are clutching at straws there, has anyone else got any money since me, it doesnt look like it !!

isobella2000

robborollover wrote: »

Problems with the clearing bank what bank?? mine was first direct, and what about all the banks that have accepted payments.
quote]
The clearing bank for KE is Nat west.

savingsinblackhole

As it was after Tuesday 5pm i.e 2 working days since my last call I called again. They confirmed I was on the spreadsheet but stuck to '48 working hours' which means the deadline for response (email or phone) would be 11 a.m. Wednesday morning.

They claimed they needed my account access details to see a log that confirmed that I did actually phone them on Saturday. From this, they told me the time I phoned. From this I would conclude they have become sensitive to the idea of people jumping the queue. However their spreadsheet porbably doesn't/didn't indicate the call times.


I confirmed with them that the clearing bank is RBoS.

My theory is that they have to make an enquiry with RBoS for each individual transaction to ensure that the money wasn't already paid. Of course you would expect this function to be done in batches, but probably there is massive audit trail that has to be documented on an individual basis.

I await the phone call or email! (and of course the cash!)

Good Luck everyone

debbiehelen

Got my details on the KE list on Fri afternoon. Promised a callback within 48 hours which expired at 1500 hrs today.

No phone call, no email, no money. Called when 48 hours were up to be told that it would be 11am tomorrow! !!!!!!? Apparently the 48 hours starts when they send the list to the administrators - which in my case was Saturday morning.

I pointed out that the 48 hours was THEIR timeframe, and there was no mention of '48 hours from when we bother to send your details to the administrators'. I have NO faith they will contact me tomorrow either. This is just so frustrating! WHERE IS MY MONEY......

Interestingly, I have received my CHAPS charge refunded - initially dated the 20th October. Yesterday this date was retrospectively changed to the 8th Oct when my funds left my KE instant access account. I am somewhat concerned about this retrospective changing of dates, and understand that others have experienced the same. Good thing I have kept all the printouts.

Really glad some of you have started getting funds through. And thanks to hometune for keeping the list.

CHAPS initiated on 6/10, left KE on 8/10, no 5% email, no phone call.... no money...

PanicButton

carlostk wrote: »

Just got this email from KE... RIDICULOUS!!!

Further to our recent telephone conversation where we committed to providing a response within 48 hours. Regrettably I have to inform you that the recent transaction from your Kaupthing Edge Account to your nominated linked account has been identified as being held up.

Whilst the instruction was given to process your transaction, we have now identified that the transaction has been held up at the clearing bank. As a result the payment has not yet been released and we are working with the clearing bank to release your payment in the quickest possible way so the funds are available to you as a matter of urgency.

We cannot stress enough that your money is safe and we continue our commitment to you in terms of resolving this issue.

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.

We appreciate your patience and we will update you shortly as to the timing of your transaction being released.

Yours sincerely


Tom Mitchell
Customer Services
Kaupthing Edge

You're ahead of me; this is the e-mail that Fay at KE says I'm "going to get". If you can, keep me updated on your progress as I'll probably be close behind you!

Robin101a

Got the same email just now - just as I was on phone to Kaupthing. Girl todl me that clearing bank meant MY bank. Rang my bank first direct who went to a lot of trouble and rang back to say NOPE. Rang Kaupthing again and was patronised by a guy who explained the clearing system to me a sif I was an idiot. He said that no it want my bank that was the problem but the clearing system. Why I asked? don't know was the answer. I know I shouldn't be paranoid bt really not only shoudl we ge backdated interest but also compensation for stress!

zaphod_beeblebrox_2

The flipping website still hasn’t been updated since Thursday


ING Spokesperson, any comments !!

mrarnald

Ippylady wrote: »

Although I have thankfully received my money today - I am totally disheartened for the rest of you, I really thought the problem had been identified and KE/ING and administrators were finally trying to put things right!
ING/KE/Administrators - some of you should lose your jobs and go into the torture business.

So we can shed some light as to whether a pattern is developing. Did you?

1) Ring the magic number 08451313233
2) were told you would be contacted whithin 48 hours
3) were you contacted by phone or e-mail before you received your cash.

It would be helpfull if others who have had their money back, could furnish this information.