Porting ING Direct to Barclays Direct

rustyboy

Hi everyone

I wondered if anyone else has had issues with their porting from ING Direct to Barclays Direct?

I rang last weekend to ask to have my passcode reissued as it ripped as I was opening it.
She told me that the only way that I could progress was to provide a sort code and account number. All I could say was that I was a mortgage customer but she couldn't find my details.

I asked to speak to her manager and again he went through all of my details and couldn't find me.

I rang on Monday 18th to try this again and was able to work through this with the customer rep on the phone.

Once again she told me that she couldn't reduce my term because I would have to see a mortgage advisor and suggested I go into branch.

I went into branch that morning and spent an hour there. The customer rep was amazing. And we managed to get a new passcode sent out as well as my customer number.

We had been overpaying and on the phone, I was told that this had been cancelled and I would only pay the standard DD amount.

I was also told that the overpayment had been set against the amount and the term had been reduced. No need for a mortgage advisor - or so I thought.

My DD was due to be paid yesterday and nothing happened - n money came out of my account. So once again I rang them and was told it would be anything up to 3 days for the amount to come out. I was told to check again today. I was also told that the overpayment hadn't been actioned yet and it would be done soon.

I checked today and BD have taken the standard amount AND the extra payment we have been paying - even though I had asked them not to. This resulted in me going overdrawn in my current account and amassing charges from today.

So another trip to the bank for me resulted in the extra payment being bounced back to my account in three working days, so three more days of overdraft charges, They refunded my charges and that will cover it. I was also told that the overpayment would be actioned and the term reduced. The standard amount will apply from next month.

I wondered if anyone else had had any problems with their mortgage porting at all????

CvPiper

Sorry to hear of your troubles.

Mine has ported, apparently, I have access online to the ISA / Sacings they moved, but nowhere can I see the mortgage balance etc, so will have to visit with the few details I have tomorrow

mjr

I'm an ex-ING customer for savings and mortgage. My PIN for the authentication card hasn't arrived - I am currently 2 hours 28 minutes on hold waiting to speak to an agent to get them to send me the PIN. Not even any kind of acknowledgement where I am in the queue.

Utterly, utterly appalling - and no surprise that I've just found this article from a brief search:

http://www.telegraph.co.uk/finance/personalfinance/10312708/Barclays-rated-worst-UK-bank-in-new-scorecard.html

Let's see if the mortgage DD goes through tomorrow...

mjr

What an absolute shower they are - I have given up just shy of the 3 hour mark. Anyone got a good executive level complaints contact? One that doesn't involve the phone

mjr

Managed to get through to the online team after phoning back again. Apparently they needed to get someone else to call me back to re-issue the PIN... and inevitably this has not happened. What an awful customer "service" experience so far.

rustyboy

I have now been told that my refund will be in my account tomorrow. If not, It's another trip to the branch for me.

Once it's sorted, I too will complain - letter is already written with space to add extra tomorrow should it need to be.

I have been with ING since 2007 and not had one problem at all, then in the last month, since Barclays took over it's been nothing but chaos!!!

If you get a good executive level complaint person, please let me know.

mjr

I've had a bit of progress so far - had a call back yesterday from someone from Barclays (a day and a half later than arranged, mind), and they were apparently able to get the PIN re-issued, so I'll see when that turns up in the post. Not really sure why the first person I spoke to couldn't do it, but maybe it's only the UK call centre that can.

I asked for a refund for my phone call costs for which they offered £10, and I suggested a further £10/hour for my time waiting which they agreed to. Unfortunately I do not have any contact details for them, but it was organised via calling the online team. I made it very clear I wanted them to record feedback about what an awful experience this was compared to ING, and an appalling first impression of Barclays.

Hope everything gets sorted for you, rustyboy.

rustyboy

That's good things are nearly sorted for you. I was promised last Wednesday a refund to my account of an overpayment error. This should have taken 5 working days. So in my opinion, being able to count that is Thursday, Friday, Monday, Tuesday, Wednesday.

I have logged on today - nope, no £250 refund in my account.

This is appalling service and I need to go to the branch again today to rectify this. I shall be making a complaint to them via their website as I feel they aren't giving a very good first impression.

mjr

PIN finally arrived today, and it actually works - they have given me the £40 as compensation. Unfortunately that's where the good news ends.

The website on the other hand:

• Does not show the interest rate in the Savings account
• Has an account name that doesn't correspond exactly with their Interest Rate list, so it's impossible to be sure what interest they're paying
• Hangs Firefox when I look at the Savings account, Internet Explorer works OK

Oh, and I'm sure there's another thing... a minor thing...

• Ah yes, it does not show my flippin' mortgage account anywhere.

Barclays really are achieving new depths of incompetence almost every time I deal with them... already I'm dreading the hassle it's going to be to get this corrected.

Hopefully you've at least got your refund now, rustyboy.

CvPiper

Let us know if you get the mortgage added easily. My online log in shows only the savings accounts (they were mine with ING), and no sign of the mortgage.

My wife's shows only the mortgage (she was joint on that, not involved in savings accounts), so I have to log on with her details in order to see a balance.

The online system says I need to set up any over payments from a Barclays current account only? I can see the sort code and account number for the mortgage, what's the risk if I just make a BACS?

I guess they can change my payment, term, or return the payment? Is it worth hours on the phone to ask?

mjr

CvPiper wrote: »

Let us know if you get the mortgage added easily. My online log in shows only the savings accounts (they were mine with ING), and no sign of the mortgage.

My wife's shows only the mortgage (she was joint on that, not involved in savings accounts), so I have to log on with her details in order to see a balance.

I've spoken to Barclays - apparently they're aware of an issue where people can't see the mortgage if they have ex-ING savings accounts and mortgage. They're working on it, so I'm told...

BTW I managed to get through quite quickly today at around 11am, so may be worth trying to ask on the phone about the overpayment.