Hargreaves Lansdown - Terrible service

Hermann

So it's Royal Mail Share day and you can't even login to your account.

Logged in in advance of the 8am rush? That's no good they just logged you out as the clocked ticked to 8am.

45 minutes later.... still unable to login.

Telephones just state 'Please try again later'.

Totally unacceptable for such a major broker to have both online and telephone services unavailable for this length of time.

It's not as if it's a surprise demand is high.

Be interesting to find out if orders placed in advance are executed whilst the online system is down.

Tombola591

Hermann wrote: »

So it's Royal Mail Share day and you can't even login to your account.

Logged in in advance of the 8am rush? That's no good they just logged you out as the clocked ticked to 8am.

45 minutes later.... still unable to login.

Telephones just state 'Please try again later'.

Totally unacceptable for such a major broker to have both online and telephone services unavailable for this length of time.

It's not as if it's a surprise demand is high.

Be interesting to find out if orders placed in advance are executed whilst the online system is down.

Seems strange that their online and telephone systems, whilst extremely busy, were available during the high demand application stage....

Shame because until now I've always been quite impressed with their service.

Starship9

And yet 10 million shares have been traded .....

Someone is clearly getting some service, somewhere !

superjames4

I won't be buying shares through Hargreaves Lansdown again... can anyone recommend a working share platform this morning?!

SAHD_Jim

For a company that has been pushing this like mad for the past few weeks and has been promoting its online service as the way to do it, this is disgraceful. They should compensate their customers for this mess, after all by the look of it they have had a pretty big take up.

I'm glad I'm with TD who seem to have got their act together. Mother is with HL and can't even check if her account is credited with the shares atm.

SAHD_Jim

chucknorris wrote: »

It doesn't seem strange to me, people had a long period lasting days to apply to buy the shares whereas I suspect many more people are trying to sell straight away. There will be many more people on their website this morning than at any particular time during the application period.

What is strange is that they either didn't foresee this obvious problem, or simply don't care enough about their customers to worry.

superjames4

Yes. They knew how many share applications had been made and allotments made and made no preparations. If they can't cope with expected peak usage they must be worse during unexpected periods of high dealing. Their website rather disingenuously says they are experiencing 'intermitent' difficulties and to call their helpdesk. Website has not worked at all this morning and phone is engaged. Staggering given this is their core business. This company simply does not work.

amold

HL website saying "if your query is urgent call our helpdesk". I'd suggest it should read "if your query is urgent call Fidelity" as the helpdesk does not answer, but the Fidelity website is coping well.

Tombola591

chucknorris wrote: »

I don't use HL usually I use fidelity, I have a direct line to my account manager there and I suspect the larger trading HL customers will have a similar facility. I don't see why HL should overly concern themselves about a one day disruption which is likely to mainly involve 'once in a blue moon' customers. Although I do accept that some of their regular smaller trade customers will have to put up with some disruption, that's life though, nothing is perfect.

Any regular HL customers who have more than £100k invested and don't receive a more personal service should think about switching to fidelity.

But surely that's not a good way to bring in new custom? Whilst perhaps the majority of people who signed up with HL for RM shares were just one-off customers, amongst them will be potential new longer-term customers. Not the best introduction to HL?

jonnywells

Finally managed to get on now, decided im going to wait with my RM shares for abit. Annoyed only got £750 but hayho

guitarman001

Deciding to sell but even though I'm through to HL now, and went through the sell process, they still appear on my account!?

Agree with OP.