Monument ISA transfer in.

allegro120

Archerychick said:

njb74 said:

I’m really stressed as Monument have given me mixed messages about my isa transfer from Zopa. Yesterday they said they had it and would be in my account shortly, today they said they have sent it back to Zopa. I now have no money in either Zopa or monument, Zopa say they have not had the money returned. 

This is my life savings, so I’m highly stressed. Monument don’t seem to know what is going on. 

I would recommend calling them, speak to a person and ask them to open a complaint to get this issue resolved. I must say that although I too have an issue with my transfer from Zopa, the customer service I’ve received has been great 

I called them 3 times, didn't ask to open a complaint, just asked to give me some info on the progress of this transfer.  All I got was a long reference number that was no use (Virgin didn't need this reference,  my account number was enough for them give me transfer info from their end).  I've e-mailed complaints@monument.co on Friday, hoping to get a reply tomorrow, if that doesn't work I don't know what else I can do get this transfer materialised.  My Virgin ISA will be down to 4.11% in 8 days time, so I need to find the way forward soon.  My recent transfers to Moneybox and CMC worked well, T212 and Tembo failed, my main reason (apart from a decent interest rate) for transferring to Monument was to have at least 50% of my ISA money in a bank with a proper account number rather than "wealth management" platforms. 

northernstar007

with my isa being closed due to no funded added, monument have said when the transfer comes through they will reopen the isa 

Archerychick

Well my funds have disappeared from Zopa this morning, so that’s a good sign! Hasn’t appeared in Monument yet (nor has my closed account that they’re reopening) but hopefully the next day or two 

Itsjustmeagain

This Monument lot have given me a massive headache now. Yesterday was the 15th working day and at 3pm I get a text message saying funds that have been transferred  from a non linked account are unacceptable and the funds will be returned.  Gone to Zopa to check on the Smart isa and it’s gone. 

Called Monument via the app and they have said because the balance was out of tolerance (?) they wouldn’t accept it and now I have to contact Zopa to get it back, and then redo the transfer. Seems I have to do the legwork now. Not happy and raised a complaint. 

Called Zopa and got someone who couldn’t understand what I was saying exactly and put me on hold for the Isa team. Now waiting a callback which I suspect won’t happen. So I’ll have probrably have to call them again  in the morning. Meanwhile 20k+ savings have disappeared somewhere. Great.

Uriziel

I have the same problem with Plum and Monument and it's been nearly a month. Pretty tired of this. I honestly think they should both be fined by the FCA. The FCA should be checking these and be handing out fines until they can get it right.

allegro120

allegro120 said:

Archerychick said:

njb74 said:

I’m really stressed as Monument have given me mixed messages about my isa transfer from Zopa. Yesterday they said they had it and would be in my account shortly, today they said they have sent it back to Zopa. I now have no money in either Zopa or monument, Zopa say they have not had the money returned. 

This is my life savings, so I’m highly stressed. Monument don’t seem to know what is going on. 

I would recommend calling them, speak to a person and ask them to open a complaint to get this issue resolved. I must say that although I too have an issue with my transfer from Zopa, the customer service I’ve received has been great 

I called them 3 times, didn't ask to open a complaint, just asked to give me some info on the progress of this transfer.  All I got was a long reference number that was no use (Virgin didn't need this reference,  my account number was enough for them give me transfer info from their end).  I've e-mailed complaints@monument.co on Friday, 

Update. I've received a phone call from Monument yesterday confirming that they are investigating and the other one today confirming that the transfer is completed.  I can see money on my Monument app now - end of saga.  It took 33 days for this transfer to complete.

flaneurs_lobster

allegro120 said:

allegro120 said:

Archerychick said:

njb74 said:

I’m really stressed as Monument have given me mixed messages about my isa transfer from Zopa. Yesterday they said they had it and would be in my account shortly, today they said they have sent it back to Zopa. I now have no money in either Zopa or monument, Zopa say they have not had the money returned. 

This is my life savings, so I’m highly stressed. Monument don’t seem to know what is going on. 

I would recommend calling them, speak to a person and ask them to open a complaint to get this issue resolved. I must say that although I too have an issue with my transfer from Zopa, the customer service I’ve received has been great 

I called them 3 times, didn't ask to open a complaint, just asked to give me some info on the progress of this transfer.  All I got was a long reference number that was no use (Virgin didn't need this reference,  my account number was enough for them give me transfer info from their end).  I've e-mailed complaints@monument.co on Friday, 

Update. I've received a phone call from Monument yesterday confirming that they are investigating and the other one today confirming that the transfer is completed.  I can see money on my Monument app now - end of saga.  It took 33 days for this transfer to complete.

Extraordinary, especially as my VM --> Monument took 2 days. Any idea after this as to what the actual problem/s was/were? 

northernstar007

i held back and didnt call vm to cancel the transfer and the past hour the isa vanished from my vm app
so i take it the transfer has went through
i did get a email today from monument that the isa WILL be reopened when the funds comes through as its not possible to open a new 1 on the app as applications are now closed
so i will keep an eye on my monument acc for a cpl of days and hope it turns up
will keep you all posted

northernstar007

quick update, ive been in chat with monument and they were great
they confirmed the funds have been transfered only 1 snag the interest from virgin is not as much as i was expecting, so they are going to chase it up
also informed me the isa inc funds should be showing on my app in the next 48hrs and i asked of the interest rate and it is still 4.76%
so far so good 

allegro120

flaneurs_lobster said:

allegro120 said:

allegro120 said:

Archerychick said:

njb74 said:

I’m really stressed as Monument have given me mixed messages about my isa transfer from Zopa. Yesterday they said they had it and would be in my account shortly, today they said they have sent it back to Zopa. I now have no money in either Zopa or monument, Zopa say they have not had the money returned. 

This is my life savings, so I’m highly stressed. Monument don’t seem to know what is going on. 

I would recommend calling them, speak to a person and ask them to open a complaint to get this issue resolved. I must say that although I too have an issue with my transfer from Zopa, the customer service I’ve received has been great 

I called them 3 times, didn't ask to open a complaint, just asked to give me some info on the progress of this transfer.  All I got was a long reference number that was no use (Virgin didn't need this reference,  my account number was enough for them give me transfer info from their end).  I've e-mailed complaints@monument.co on Friday, 

Update. I've received a phone call from Monument yesterday confirming that they are investigating and the other one today confirming that the transfer is completed.  I can see money on my Monument app now - end of saga.  It took 33 days for this transfer to complete.

Extraordinary, especially as my VM --> Monument took 2 days. Any idea after this as to what the actual problem/s was/were? 

VM accepted transfer on the same day I requested it and all this time they were waiting for Monument to reply with "ready for payment" message.  Monument failed to do this until I complained.  After complaint they assigned a person to resolve this issue - she contacted VM, found out what the problem is and got it sorted.  I don't know why Monument failed to send "ready for payment" message in the first place, could be technical or human error. It could've taken just 1 day if Monument didn't fail to reply.
What I found most disappointing is that my 3 previous phone calls didn't trigger any action and complaint was they only way to get it done.