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Egg - Unable to transfer between savings accounts

My wife has an Egg savings a/c in her name, and we also have a joint-name Egg savings a/c. For two days now she has been trying to make a transfer from the sole-name a/c to the joint a/c. Every time she gets the same error message - Words to the effect of: "Sorry, the transaction hasn't completed. This is most probably becasue of a connection failure. Please try again using the 'try again' button below". But that gets her nowhere - just a repeat of the same error message. She sent them a secure message, but of course there has been no response as yet.

Anyone else experiencing or experienced this? Or got any ideas?

The first transfer request was for £14k, but now she can't transfer anything - not even just £1. I was wondering if, for example, Egg have some (unpublicised) limit which the £14k request exceeded and (if so) whether making a request above that limit results in the a/c being automatically "blocked" ......

Thanks.

Comments

  • The first transfer request was for £14k, but now she can't transfer anything - not even just £1.

    Is this just to the other egg account?
    Has your wife tried to make a small transfer to an external account (your main bank account)?
  • YorkshireBoy
    YorkshireBoy Posts: 31,541 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I believe Egg have an additional layer of security for >£10K transactions...certainly for withdrawals from/BT's to Egg Money.

    Whenever I've had problems online I've found that their telephone staff have been able to action my requests. Find an 01332 number from www.saynoto0870.com though, don't use the 0845 number.
  • Investor44 - The first request ever for withdrawal from the sole-name a/c was for £14k to the Egg joint-names a/c. All subsequent requests were for transfers (down to as little as £1) to the Egg joint-names a/c. No requests have ever been made (recently or in the past) for a transfer from the sole-name a/c to an external (ie. non-Egg) a/c.

    YorkshireBoy - Unfortunately my wife has somewhat of a phobia about telephone banking. She gets flustered by all the security questions, gets her own date of birth wrong, can't cope with multiple passwords etc etc. So we do everything online wherever possible. So I was hoping that the secure message would fix it. As you seem to have guessed - the intention if/when the money ever gets into the joint-name a/c is for me to transfer it to my Egg Money card for the 4% interest. But from what you say, I may not be able to do that online either.

    Thanks for your thoughts.
  • Milarky
    Milarky Posts: 6,356 Forumite
    Part of the Furniture 1,000 Posts Photogenic
    @YB 01332 395919 is their number... (see reverse of Egg card)

    As regards non-completed payment the best bet is to ask Egg what's the problem and then make the transfers for you (you can ask for the transfers via a secure message too)
    .....under construction.... COVID is a [discontinued] scam
  • I've inadvertently solved the problem - which appears to be an idiosyncrasy in Egg's systems. Under "Move Money" one has choices of "Make a One-off Payment" and "Make a Withdrawal". Whichever you select, you then get pull-down menus for the a/c to take funds from and the a/c to send the funds to. In either case (ie. "One-off Payment" or "Withdrawal"), the pull-downs allow you to specify the two relevant Egg savings a/cs. Here's the idiosyncrasy:

    - Try to make this transfer via the "Withdrawals" pull-down menus and it fails with the error message noted in my first post.

    - Try to make it via the "One-off payments" pull-down menus and it works fine.

    Heaven save us from computers!


    YorkshireBoy - using the "One-off Payments" menu we just successfully transferred £14k - both from wife's-sole-name to joint-name, and then from joint-name to my Egg Money card. So the £10k limit wasn't the issue. But - are you telling me that I will have a £10k limit issue when I eventually want to transfer the funds back from Egg Money to somewhere else? At least if that happens it will be me, not my wife, that has to make the phone call. Thanks.
  • YorkshireBoy
    YorkshireBoy Posts: 31,541 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    So the £10k limit wasn't the issue.
    Probably because the money never left Egg.
    But - are you telling me that I will have a £10k limit issue when I eventually want to transfer the funds back from Egg Money to somewhere else?
    I've previously had problems with 5-figure transfers. They seemed to get held up and passed to their (from memory) 'card transactions' department. This is (or at least was) the extra layer of security I mentioned earlier.

    I get round this now by keeping my outward transfers (usually by online BT from a current account) less than £10K each. Never had a problem with this approach.
  • I get round this now by keeping my outward transfers (usually by online BT from a current account) less than £10K each. Never had a problem with this approach.

    Thanks for the tip. Is the £10k trip "per transaction" or "per day". If I wanted to get the funds out of Egg altogether could I make several sub-£10k BACs transfers to (aka BTs from) external current a/c on the same day?
  • YorkshireBoy
    YorkshireBoy Posts: 31,541 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Thanks for the tip. Is the £10k trip "per transaction" or "per day". If I wanted to get the funds out of Egg altogether could I make several sub-£10k BACs transfers to (aka BTs from) external current a/c on the same day?
    Not sure about "several" but I've certainly made more than one £9.9K transfer per day to the same external current account.
  • Not sure about "several" but I've certainly made more than one £9.9K transfer per day to the same external current account.

    Thanks YorkshireBoy. I shall be monitoring the Egg Money interest rate and if/when it drops from 4% I'll probably be wanting to move quickly.
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