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Problems with ING

Gareth2009
Posts: 5 Forumite
Hello all,
I ended up with an ING account after the collapse of KE. Most of my savings were transferred from KE to ING and appeared in my new ING account. All that is except £2228.88 which I transferred to KE on the 16th of January before ING started to administer the account. It's now the 14th of March and I have yet to see it again.
I've spoken to ING about this more times than I care to remember and they really couldn't be less helpful. So far I've managed to track the payment as received by KE but ING say it was not paid to them. I would have hoped that ING would sort this out on my behalf but no: They left me to chase the administrators of KE - Ernst & Young and also asked me to get hold of a "CHAPS trace form" (which as far as I can tell doesn't exist, believe me I've tried!).
So, I wrote to Ernst and Young who promptly replied, a week and a half ago, saying they had found it and immediately transferred it to ING. Excellent I thought, the problem's solved and I can finally get my money back. It would appear that I spoke too soon. It's still not in my account and ING have said by 'phone that they don't have it and are still asking for the mythical CHAPS trace form.
I'm losing patience with ING! It's a call centre so there's no single point of contact and I don't think they could be less proactive or professional. It's somewhat ironic because my reason for putting money into a bank in the first place is for them to look after it and keep it safe. To me it seems that ING are both utterly incapable and unwilling to do this.
As this has gone on so long I'm going to start looking at alternative methods of getting my money back. Can anyone advise me whether I have grounds to take ING to court over this or suggest another course of action that might work?
Many thanks,
Gareth
I ended up with an ING account after the collapse of KE. Most of my savings were transferred from KE to ING and appeared in my new ING account. All that is except £2228.88 which I transferred to KE on the 16th of January before ING started to administer the account. It's now the 14th of March and I have yet to see it again.
I've spoken to ING about this more times than I care to remember and they really couldn't be less helpful. So far I've managed to track the payment as received by KE but ING say it was not paid to them. I would have hoped that ING would sort this out on my behalf but no: They left me to chase the administrators of KE - Ernst & Young and also asked me to get hold of a "CHAPS trace form" (which as far as I can tell doesn't exist, believe me I've tried!).
So, I wrote to Ernst and Young who promptly replied, a week and a half ago, saying they had found it and immediately transferred it to ING. Excellent I thought, the problem's solved and I can finally get my money back. It would appear that I spoke too soon. It's still not in my account and ING have said by 'phone that they don't have it and are still asking for the mythical CHAPS trace form.
I'm losing patience with ING! It's a call centre so there's no single point of contact and I don't think they could be less proactive or professional. It's somewhat ironic because my reason for putting money into a bank in the first place is for them to look after it and keep it safe. To me it seems that ING are both utterly incapable and unwilling to do this.
As this has gone on so long I'm going to start looking at alternative methods of getting my money back. Can anyone advise me whether I have grounds to take ING to court over this or suggest another course of action that might work?
Many thanks,
Gareth
0
Comments
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What about the Financial Ombudsman?
http://www.financial-ombudsman.org.uk/
Good luck.
EDIT: Just had a thought - ING isn't protected by the FSCS, so I'm not sure if the FO gets involved with this either. Glad I have zero pounds with ING if that's the case.0 -
If you feel you have grounds for complaint against ING, I would request a copy of its complaints procedure. This sets out the time limits allowed for dealing with your complaint. The bank is also obliged to confirm the result of your complaint in writing.
You have the right to take your complaint to the Financial Ombudsman if you are not satisfied with the outcome.People who don't know their rights, don't actually have those rights.0 -
Thanks for the advice. I have decided to make a written complaint and if they still do nothing then I'll take things up with the FOS. I 'phoned ING to ask about their complaints procedure and they gave me an freepost address to send a letter to.
I just spent a few minutes writing this. It's still a bit rough around the edges but I think it gets the main points across. I'll tidy it up then despatch it on Monday morning.
Dear Sir or Madam
I should be grateful if you would take the following as a formal complaint regarding your treatment of my account and me as a customer.
On the 16th of January I transferred £2228.88 from an account I hold with Fidelity in the USA to my Kaupthing Edge account in the UK. These funds have yet to appear in my account to this day. I have however been informed by Ernst & Young, in their capacity as the Administrators of Kaupthing Edge Singer & Friedlander, that you now have them in your possession.
After contacting you regarding this it was suggested that I trace the transfer from Fidelity to Kaupthing Edge. I did this, providing you with the details on its completion. This demonstrated that the funds had been transferred successfully from Fidelity to Kaupthing Edge via CHAPS. When you finally got back to me, you stated that no transfer could be found for that amount. My understanding is that the only action you took was to look for a transfer of the correct amount: Ignoring all the additional information which I had taken time to provide.
I was then advised to contact Fidelity in the USA again, despite them having made it clear that the transfer has been a success, and to request a CHAPS Trace Form from them. You also suggested that I contact Kaupthing Edge's administrators Ernst & Young.
Firstly, it is wholly unacceptable that you expect your customers to chase the administrators of a bank whose accounts you have taken over. The primary reason I hold bank accounts is that I expect the money entrusted in them to be looked after. It is your responsibility, and not mine, to ensure that that account operates in the correct manner and, for this reason, you should have contacted Ernst & Young yourselves. I am now aware that you are not prepared to be proactive resolving problems on my behalf, even those which are clearly your responsibility, and that as an institution you are not fit to look after my money.
Furthermore, as far as I am able to tell, the “CHAPS Trace Form” which you requested that I obtain does not exist. I can find no information regarding CHAPS Trace Forms anywhere and Fidelity, from whom I requested one, are unaware of their existence. By suggesting that I find this form you have not only succeeded in wasting my time but have also made this whole experience even more stressful.
I wrote to Ernst and Young several weeks ago and they replied promptly stating they had located the payment and immediately forwarded it to you. A long time has passed since then it is still not present in may account.
I have now been chasing this transfer for close to two months without success and have wasted a considerable amount of time with 'phone calls and letters to Fidelity and yourselves along the way. Your Customer Service has also been extremely poor: Whilst a call centre is acceptable for routine contact it is unacceptable in cases such as this. The correct approach would be for you to offer a single point of contact for customers with serious problems.
I hope that you will now decide to look into these matters with the urgency they deserve and return my funds to my account, complete with interest, without any further delay. If you fail to do so, I will be presenting the Financial Ombudsman with this information and seeking redress under United Kingdom Law and Statute.
Yours truly0 -
Have you requested a copy of ING's complaints procedure? You can do this over the phone.
If I were you, I would mark your envelope "Complaint"
Please keep us posted.
Very best
MPeople who don't know their rights, don't actually have those rights.0 -
Yes, I did ask for a copy of their complaints procedure.
They also said verbally that I should hear from them within 5 days and gave a timeframe for a response to my complaint. I believe this was either 8 or 9 weeks although I'm not 100% sure.
Many thanks,
Gareth0 -
Well I just read something that caused me to spit my tea out all over my keyboard: ING have paid my money into my account today.
What's more, they appear to have back-dated the interest on it. So, it only took 70 odd days and I'd guess a solid day of my effort.
I have yet to receive a response to my complaint though and I still have deep reservations about ING's customer service. It will be interesting to see if they offer anything by way of compensation. I'm not holding my breath but I'll post if something is forthcoming.0
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