£5000 'missing' in Kaupthing/ING's system?!

rl4engm

Hi,

Firstly I should point out I am pursuing this with ING Direct, but as I've made two phonecalls within the past week and they've not phoned back, I'm wondering what the next step should be. I'm naturally skeptical in complaints matters so always pursue things vigourously, knowing I can back off if they do fix it beforehand.

I had a BACS transfer on the 4th Feb, going into my (then) Kaupthing Edge savings account. The transfer from Kaupthing to ING was due on the weekend of 7th-8th, so when I logged in to my new account, my money was there but minus this £5000. I phoned my "source" bank, they said it's not bounced so is sat in some holding account at Kaupthing/ING.

I've twice phoned and they said it's logged, and they'll phone back, I phoned again yesterday and they said "It's usually two days, they probably just want to resolve it before they phone.." etc.

How should I tackle the next stage? The Cust Service people just stop at "they're looking into it, they'll phone you.." but that's no longer good enough now. Should I ask to speak to a team leader and say "I've phoned twice, I've heard nothing, this is not acceptable now so I expect you to go away and telephone me within 1 working day with a definate answer of when I'll get the missing money, with interest at the bonus rate, or I'll be writing to the Financial Ombudsman." ?

Or should I complain in writing first?

Any advice appreciated!

R

xtine_2

I logged into my new ING account after the 'transfer' date of the 7th to 8th of Feb to take advantage of the bonus offer made by ING for my Kaupthing Edge funds. To my horror I found that there was only £57 in the account - my savings with Kaupthing Edge were £35,000. I called customer service to ask where my money has gone and was told they would investigate it and call me back....no call so far, and when I called again, I ws told it would be at least a week before I heard from anyone and that the transfer process has been more difficult than they thought. Has anyone else been having similar problems? My money has been inaccessible since Oct, but I trusted that it was safe with ING, compared to Icesave (which I also had an account with, but I managed to get that money back a while ago). I've seen nothing in the press or blogs.....worried.