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

SuzieSue

allegro120 said:

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.

You can send it to a printing company to print and post to you.

allegro120

SuzieSue said:

allegro120 said:

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.

You can send it to a printing company to print and post to you.

I think it's easier to ask the provider to send you the form

TEL200BOY

Same here. Been trying to transfer my previous years ISA to Santander for approximately 3 weeks now. Monument keep saying that they are refusing the request because my personal details don't match . After numerous phone calls to Monument and Santander it appears that my address doesn't match up. It's exactly the same on both accounts but Monument say it is on different lines ?????.
I've put a complaint in to Monument , we'll see what happens. Will not deal with Monument again 

SuzieSue

TEL200BOY said:

Same here. Been trying to transfer my previous years ISA to Santander for approximately 3 weeks now. Monument keep saying that they are refusing the request because my personal details don't match . After numerous phone calls to Monument and Santander it appears that my address doesn't match up. It's exactly the same on both accounts but Monument say it is on different lines ?????.
I've put a complaint in to Monument , we'll see what happens. Will not deal with Monument again 

Yes, I put a complaint in to Monument last Thursday and got a phone call the next day to say that my transfer should have gone through now, fingers crossed.

My husband also put a complaint in to them at the same time, but has only had an email acknowledging the complaint so far.

lascem

Well, I'm no further forward with my transfer out of Monument to FM. After three weeks, Monument still hasn't done the transfer, and can give no explanation of why the transfer hasn't happened nor provide any indication of when the whole issue may be resolved. They have never emailed or called me to explain what is going on, as they said they would. Nor can they tell me if they have received the paper transfer request from FM.

I'm tired of being fobbed off by Monument and the complaint has gone in today. 

At the other end of the spectrum: I posted a paper request to Principality BS yesterday for an ISA transfer out of  Newcastle BS. Just had an email from Newcastle this afternoon accepting the request ... 

VNX

allegro120 said:

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.

You can print at your local library 

Oysterseeker

Monument still having problems. Now saying that technical issues and that the transfer out request should be sent to them manually by which they mean by email. I don't know if Paragon have tried emailing the request as I have asked them to do but we're now on the 3rd attempt! Really does seem to be at best incompetence at Monument. 

SuzieSue

Oysterseeker said:

Monument still having problems. Now saying that technical issues and that the transfer out request should be sent to them manually by which they mean by email. I don't know if Paragon have tried emailing the request as I have asked them to do but we're now on the 3rd attempt! Really does seem to be at best incompetence at Monument. 

Yes.  Fortunately both mine and my husband's have gone through now.

Mine went through eventually but my husband had to submit his manually to Castle Trust and it went through a couple of days later.

allegro120

Oysterseeker said:

Monument still having problems. Now saying that technical issues and that the transfer out request should be sent to them manually by which they mean by email. I don't know if Paragon have tried emailing the request as I have asked them to do but we're now on the 3rd attempt! Really does seem to be at best incompetence at Monument. 

My 'paper' transfer from Monument to Paragon took a long time to start and then got stuck.  By "stuck" I mean that money left Monument but never arrived to Paragon.  It took numerous phone calls to both providers to get the process moving... In short - Monument used wrong reference, Paragon rejected payment and sent it back to Monument,  Monument couldn't accept it because of their "nominated account only" rule, Monument sent it back to Paragon,  Paragon e-mailed correct details to Monument, I called Monument and asked CS person to ask "ISA transfer" team to look and respond - money arrived to Paragon today.  That went in parallel with another saga of the same nature (Monument to CMC) - I was assured today that this one is sorted too, but I can't see it on CMC app yet.

I'm not 100% sure, but I think in both cases the problem was coming from the Monument side.  At the same time I had a series of successful and very quick transfers out of Monument to other providers in the last two weeks. 

lascem

My complaint to Monument on 10 June concentrated their minds (I received a call back from them within an hour of submitting it) and they transferred the funds out 3 days later on 13th. Monument admitted the fault was at their end, apparently a 'technical issue' only affecting ISA accounts funded by a transfer in.

Ford Money didn't exactly cover themselves in glory either. It took them a week to find the funds and allocate them to my account. By that time the original account I applied for had closed automatically, so a new account was opened with lower interest. It's taken another 10 days for FM to correct this and start paying the right interest. Interest should be backdated, so no financial loss in the end, but from start to finish the whole transfer process has taken almost 7 weeks.