Can't transfer ISA from Monument Bank to Castle Trust Bank

dali21

Same here.  Twice requested partial transfer out to Vida Savings.  Twice had the same rejection message: transfer error.  As above I have now given Monument the CISA number provided by Vida and it has been referred to the IT team to investigate.
Vida have asked for another transfer form to be completed.   
Not happy and thinking of requesting a full transfer out.

SuzieSue

Thanks for all your comments.  What on earth is going on with Monument Bank?

I am going to email contact news@moneysavingexpert.com

with a link to this thread to see if they can investigate.

 Perhaps others could do the same?

Malchester

I had a similar issue transferring from Lloyds to Coventry BS. Lloyds kept telling CBS that the transfer was rejected but no reason given. In the end it turned out to be Lloyds fault as my ISA with them was not being picked up by the transfer request. It was as though the ISA didn't exist. Eventually Lloyds accepted it was their IT systems fault that, when a transfer was requested the system showed up as no such account, and it was a known fault. Whether anything similar here, or just Monument incompetence

Uriziel

SuzieSue said:

Thanks for all your comments.  What on earth is going on with Monument Bank?

I am going to email contact news@moneysavingexpert.com

with a link to this thread to see if they can investigate.

 Perhaps others could do the same?

They are still relatively new and probably either have staffing issues or maybe their processes are not up to scratch. Mine took 35 days in total and they say that it went to an account that they do not check normally. I don't think it is up to anyone to investigate. If everyone who has an issue with Monument files a complaint to the ombudsman they will pick up on this themselves.

SuzieSue

Uriziel said:

SuzieSue said:

Thanks for all your comments.  What on earth is going on with Monument Bank?

I am going to email contact news@moneysavingexpert.com

with a link to this thread to see if they can investigate.

 Perhaps others could do the same?

They are still relatively new and probably either have staffing issues or maybe their processes are not up to scratch. Mine took 35 days in total and they say that it went to an account that they do not check normally. I don't think it is up to anyone to investigate. If everyone who has an issue with Monument files a complaint to the ombudsman they will pick up on this themselves.

But going to the Ombudsman should be the last resort.

friolento

Uriziel said:

SuzieSue said:

Thanks for all your comments.  What on earth is going on with Monument Bank?

I am going to email contact news@moneysavingexpert.com

with a link to this thread to see if they can investigate.

 Perhaps others could do the same?

They are still relatively new and probably either have staffing issues or maybe their processes are not up to scratch. Mine took 35 days in total and they say that it went to an account that they do not check normally. I don't think it is up to anyone to investigate. If everyone who has an issue with Monument files a complaint to the ombudsman they will pick up on this themselves.

In order to go to the Ombudsman, you first need to raise an official complaint with Monument, and give them 8 weeks to resolve your complaint.

allegro120

dali21 said:

Same here.  Twice requested partial transfer out to Vida Savings.  Twice had the same rejection message: transfer error.  As above I have now given Monument the CISA number provided by Vida and it has been referred to the IT team to investigate.
Vida have asked for another transfer form to be completed.   
Not happy and thinking of requesting a full transfer out.

I've had the same rejection message from Vida, but there was no online option to repeat the request.  I called Vida and they said I have to submit paper version.  I asked how come there was an online request option when I applied for this account, but no option to do it again from my UI - they couldn't answer this question.  So I'm now waiting for transfer form to arrive by post.  By the time I get anywhere with this transfer (if ever) my Vida ISA will probably be closed due to no funding. It would have been much easier if Monument had their system working.

Archerychick

allegro120 said:

dali21 said:

Same here.  Twice requested partial transfer out to Vida Savings.  Twice had the same rejection message: transfer error.  As above I have now given Monument the CISA number provided by Vida and it has been referred to the IT team to investigate.
Vida have asked for another transfer form to be completed.   
Not happy and thinking of requesting a full transfer out.

I've had the same rejection message from Vida, but there was no online option to repeat the request.  I called Vida and they said I have to submit paper version.  I asked how come there was an online request option when I applied for this account, but no option to do it again from my UI - they couldn't answer this question.  So I'm now waiting for transfer form to arrive by post.  By the time I get anywhere with this transfer (if ever) my Vida ISA will probably be closed due to no funding. It would have been much easier if Monument had their system working.

I had to submit a new request for T212 to them, I found that if you open and new account, then do the transfer in the same way. Then the new  account will also reset on timings 

dali21

allegro120 said:

dali21 said:

Same here.  Twice requested partial transfer out to Vida Savings.  Twice had the same rejection message: transfer error.  As above I have now given Monument the CISA number provided by Vida and it has been referred to the IT team to investigate.
Vida have asked for another transfer form to be completed.   
Not happy and thinking of requesting a full transfer out.

I've had the same rejection message from Vida, but there was no online option to repeat the request.  I called Vida and they said I have to submit paper version.  I asked how come there was an online request option when I applied for this account, but no option to do it again from my UI - they couldn't answer this question.  So I'm now waiting for transfer form to arrive by post.  By the time I get anywhere with this transfer (if ever) my Vida ISA will probably be closed due to no funding. It would have been much easier if Monument had their system working.

Yes frustrating but the form is available on their website.  

If you go their website, click on help and support.  Then click on useful documents and scroll down, you should find the form there to download.

allegro120

dali21 said:

allegro120 said:

dali21 said:

Same here.  Twice requested partial transfer out to Vida Savings.  Twice had the same rejection message: transfer error.  As above I have now given Monument the CISA number provided by Vida and it has been referred to the IT team to investigate.
Vida have asked for another transfer form to be completed.   
Not happy and thinking of requesting a full transfer out.

I've had the same rejection message from Vida, but there was no online option to repeat the request.  I called Vida and they said I have to submit paper version.  I asked how come there was an online request option when I applied for this account, but no option to do it again from my UI - they couldn't answer this question.  So I'm now waiting for transfer form to arrive by post.  By the time I get anywhere with this transfer (if ever) my Vida ISA will probably be closed due to no funding. It would have been much easier if Monument had their system working.

Yes frustrating but the form is available on their website.  

If you go their website, click on help and support.  Then click on useful documents and scroll down, you should find the form there to download.

Yes, I know where it is, but I don't have a printer.