Monzo direct debit guarantee

Ok so i had an account with Bought By Many, i had taken out a policy and then found out that there was information not provided at policy inception. Also BBM had not let me know in advance what would be deducted from my account as they should do under the DD guarantee. I have raised a claim to Monzo, and i was asked to provide evidence of the claim, my response was that i can not provide proof of information not supplied, i have sent a DSAR request as i wish to take things further against them for their actions. But under the DDG they should still refund the monies because of the notice not given by BBM. Long story short this was back and forth in the Monzo chat app (as the lines are very busy and they wish you to use this method) eventually i had had enough of staff simply ignoring me and asking the same question to be given the same reply. Luckily i did manage to get through to someone when i called, and he did say that this is normally a very straight forward procedure and he could not understand why this was taking so long. Anyway after reading through the notes, he has seen that the reason given was because of the paperwork not supplied on inception of the policy......this is MY reason i have cancelled with BBM NOT the reason i have made the indemnity claim with Monzo. That reason is because there was no clear advance notice given as they should do, anyway he did say that he would put this into the system and the correct people to deal with, and hopefully it should be ok and not cause an issue because of the incorrect information at their end. I was told that this would be done Monday night but obviously give until Tuesday, we are now at Wednesday and this still has not been resolved, for a claim that i raised on 1st July. Please please can someone advise here as i am literally tearing my hair out, it is £780 that has been deducted.

Have you tried a claw back direct from the bank?
They will ask for the reason , Reasons for claw back include but are not limited
to ; Wrong amount taken ,in your case as no amount was specified or agreed
then it should follow that any amount was wrong.

https://www.financial-ombudsman.org.uk/businesses/complaints-deal/banking-and-payments/direct-debits

I assume Monzo is the bank, is that correct?   If so then I would keep at them, this is a perfectly valid example where the DD guarantee should apply.

Keep it simple - the DD payment was taken without advance notice.  Don't get sucked into anything about any other dispute you have with BBM, as the bank may start to think you're trying to reclaim the DD to settle some other issue.

Hi I have been on at them, in the app, on the phone, please see the screenshot below. This is getting ridiculous now.

They are fobbing you off, You require the full amount returned immediatly.
as per the DD guarantee,his beliefs are of no consequence.

Get back to them straight away & tell them you are backing up the claim in
writing via Royal Mail. Its the old trick of entering it as a dispute.

How long has this been going on for? I think bank may be going along the lines of claiming that you should have noticed earlier if these payments were being taken month after month, without prior notice. Of course that view can be disputed, we did so for fraudulent cheques on one occasion. However it might be as well to put together something that supports your position, of it be being a payment dispute and not a service dispute. For example hopefully you have the original offer stating the price that you'd pay, and the amount that would be billed each month. Then if they've taken a different amount it's clearly a payment dispute - you are happy with the service and the price quoted, but unhappy that they've taken different amounts.

I must say reading your first email I thought it was only one payment that had been taken, not a whole series.

I do not check this account much, it is a bills account, and usually I would receive an email stating that company x DD would be x amount this month, and I would receive emails stating so. I had not received anything from BBM, had i done so then I would have known that this was coming out and shouldn’t have. I only realised when I needed to use a vet and they almost went through BBM which I had handled to be cancelled. The bank are simply ignoring me in the app, this drives me to call in amd they have an auto cut off after 30 minutes waiting, what can I do as they are just doing whatever they want.

Ok so after finally getting hold of someone on the phone, and he was quite helpful, he has explained that it has been passed to a customer advocacy team to look into, as the bank have refunded the last five weeks because that’s when I emailed BBM and cancelled and actually received confirmation. Now the payments team has said the rest is a disputed issue, which I’ve said it is not because had BBM followed the criteria and notified me 3 days prior and the amount t to bill, I would have known and we wouldn’t even be in this situation. So now I have to wait until the 17th at the latest, is this correct or are they acting incorrectly?

I understand your point about checking the account, that was our position as well with the fraudulent cheques, and the bank didn't pursue that line.

So to be completely clear on your case, did you receive something originally from BBM stating what payments would be taken, and when?

It's unfortunate that the DD guarantee has been abused by people thinking it clever to reclaim perfectly valid payments, and that sort of abuse has led the banks to apply the sort of scrutiny that you're being subjected to.

Hence you need to have your story and evidence straight - show the bank that certain payments were expected, and show them that the amounts and times differed.

Have you seen the "Resolver"web site? I have used this for a couple of issues, although minor compared to yours. I think what happens is that the complaints through resolver get handled by a different team so can sidestep the sort of deadlocks that you sometimes find.
www.resolver.co.uk

So there has been a final review of my complaint by Monzo, and tbh im disgusted, they are saying that my issue was with BBM for the policy not being what it was promised. yes that is the case of my issue with Monzo, but that is not why i raised the DD indemnity, this was raised because i was never informed in advance of any money to be taken, had this been adhered to i would have realised from the beginning that there was an issue and it could have very been stopped there and then. They are using my issue with BBM as a reason to not uphold my claim, they have partly refunded (£75 from £780), where do i go from here as this is simply unacceptable, why is the system so easy for them to do as they please but near impossible for me to try and right a wrong? this and other issues are really testing my mental resolve right now, but i am NOT giving up. I their response they d not so much as mention that i have said i had no advance warning of any funds to leave my account. With this in mind, i have now had a review of my billing account to see if it is in order, and i have found one more payment for a service that i haven't used for about a year, they also have not provided any notice in advance as per the 3 day DDG. I have raised this with Monzo and guess what, that goes to their specialist payments teams, so my guess is ill have the same issues. Im fuming as i have never had any issues with this bank, i have always been in good credit , never any issues unauthorised OD etc yet im being treated like a criminal with them just for making a legitimate claim.


https://file.io/YXR2jYyrSbJgMonzo chat log

Complaint to FCA.

Or the Financial Ombudsman Service ..
https://www.financial-ombudsman.org.uk

daveiron wrote:Complaint to FCA.

Thank you for the response, do they actually help? so far i am being given the run around by everyone at Monzo and im fuming, they have just responded to me via the chat app for the other matter asking what the service was for? why do i have to tell them what the service is for? It was for salary protection that i no longer required, and had terminated.

Why Why Why are you still trying to address this via online chats ?

My thoughts exactly.

daveiron wrote:Why Why Why are you still trying to address this via online chats ?

Because this is what they have told me to do, they have stated that this is their procedure so i have followed it, this is uncharted waters for myself so please accept my apologies for ignorance. They have instructed me to do so,

flyingfish wrote:Or the Financial Ombudsman Service ..
https://www.financial-ombudsman.org.uk

I have also now done this, thank you i do appreciate your help.

“They have instructed me to do so”. Are they your masters…?

Ask yourself why their procedures might ask you to communicate like that… Then all becomes clear…

You write to them and make the following clear:

“Going forward I shall only deal with this matter in writing as it is my right to do so, regardless of your process or procedures, which you shall have to adapt to continue our correspondence. Otherwise we have nothing further to discuss”

Mrblue2015 wrote:“They have instructed me to do so”. Are they your masters…?

Ask yourself why their procedures might ask you to communicate like that… Then all becomes clear…

A little new to this, i would like to say that i am fairly "clued up" on most matters, but this is a first for me, so i have sent the request via recorded delivery and this has been signed for. What is the process for this if i am ignored, or they disagree? i can not believe that they have pretty much refused my right under the DDG, i have never had this issue with any of the mainstream banks. I have made a complaint to the ombudsman also, but it looks like they are quite backed up, how long do i leave them to deal with this? and then would i consider making a claim to a court after issuing a LBA?

Thank you

Thats what i would do. A LBA may well focus their minds .
Make sure all your paperwork is in order . Keep it filed in date order.

daveiron wrote:Thats what i would do. A LBA may well focus their minds .
Make sure all your paperwork is in order . Keep it filed in date order.

Thank you i will prepare this, i am trying to find good examples of an LBA, obviously i want my documentation to be bulletproof as this is what companies rely on, the fact that we are not as legally aware as they are.

Just a thought but if you're taking legal action, shouldn't your case be against the insurance company themselves rather than the bank?