portman former isa account transfer out Incompetence

bristolleedsfan

nationwide BS bournemouth wrote enclosing ISA transfer out authorisation forms and asking for ISA passbook, they said that despite isa being transferred to another provider in same name with same national insurance no, on receipt they would have to phone me to verify id

or it said my id could be verified via a branch, so rather than my transfer out application sit around bournemouth surrounded by tea and coffeee trying to ring me i visited my local friendly nationwide branch.

isa transfer out forms were countersigned/stamped/signature verified and branch said they would forward everything on to sunny bournemouth. i :wave: to the cashier and was looking 4ward to :j when my new isa pasbooks arrived from building societies ive never joined before.

today i received everything back from bournemouth :eek: with a letter saying they were unable to ring me so couldnt verify my id :mad:, said i could visit a branch to have my ID verified. :huh:

i wrote quick complaint letter and treked back to the branch nice chap in branch rang call centre who werent suprised they think there has been a lot of such occurrences.

has this happened to anybody else :question:

are nationwide bournemouth in competition with nationwide swindon to see who can be the most incompetent :rolleyes:

bristolleedsfan

steady_eddie was interested in an update. :eek:

new month, same old incompetence

via a branch for second time nationwide bournemouth were sent old portman passbook, two transfer out forms, one for scottish BS ( 1000.00) and another for leek BS ( 250.00) remainder should have stayed in nationwide isa until recently given instructions to KRBS was transacted.

passbook was made up with interest, and one cheque for the whole balance ( 3000 + interest) was sent it transpired ( leek BS phoned me) to leek BS, previous complaints not been answered, ive told leek BS to send cheque back to nationwide BS.

Milarky

ISA-splitting? You were asking rather a lot of them. Surely you only want Leek to send back this amount less £250? (Why not ask them to perform onward transfers to Scottish and KRBS instead?)

bristolleedsfan

Milarky wrote: »

ISA-splitting? You were asking rather a lot of them. Surely you only want Leek to send back this amount less £250? (Why not ask them to perform onward transfers to Scottish and KRBS instead?)

leek didnt suggest it, they would have wanted 2 wait for cheque to clear even if they were able to do this admin work, then other societies would be waiting for cheque to clear. ( double loss of interest for me)

also only nationwide have new account info for scottish BS and KRBS, lady from leek said no point leek contacting nationwide as nationwide wont give them any info.

so u believe that sending nationwide two transfer out forms together ( which they issued in first place) + passbook was a complex transaction for them.

i did instruct nationwide to transact on "a" monday which they did. :j appeared to take two days to arrive at destination so would have not started getting interest from new providers until next monday had nationwide transferred out as instructed.:rotfl:

Old_Slaphead

Why do people have problems with NW?

I write them VERY clear, bullet point instructions and ask that if they've any problems in understanding to give me a call or email to clarify.

I've been with NW for about 25 years and have had several "problems" which have been quickly and efficiently resolved. I've recently transferred out my and OHs ISAs & TOISAs and closed Portman accounts etc all via post and not resorted to supposed inefficient Customer Services or branch support staff.

Now if you really want to look at crap customer service I suggest you start trying to deal with Legal & General!!

bristolleedsfan

Old_Slaphead wrote: »

Why do people have problems with NW?

I write them VERY clear, bullet point instructions and ask that if they've any problems in understanding to give me a call or email to clarify.

I've been with NW for about 25 years and have had several "problems" which have been quickly and efficiently resolved. I've recently transferred out my and OHs ISAs & TOISAs and closed Portman accounts etc all via post and not resorted to supposed inefficient Customer Services or branch support staff.

Now if you really want to look at crap customer service I suggest you start trying to deal with Legal & General!!

u tell me what can be clearer and more bullet proof than this.

i post isa applications to two isa providers on the same day, :beer:

they contact NW :j

NW contact me asking me to complete two transfer out authority forms. one for each of the new providers and return passbook ( forget about the first problem that was self explanitory) :j

i return both supplied forms fully completed together with passbook. :cool:

isa balance was 3000 +1.5 years interest.

isa transfer requests were 250+ 1000

nationwide send cheque for full closing balance to one of the new providers.:mad:

Old_Slaphead

Dunno then - maybe you just got somebody on a bad day.

If you transaction was as straightforward as you say then I'd write to NW, ensuring that you enclose correspondence detailing your instructions, and ask them to correct the transaction and ensure that you're not out of pocket.

bristolleedsfan

Old_Slaphead wrote: »

Dunno then - maybe you just got somebody on a bad day.

if u look at my original post. when nationwide portman originally sent the "two" transfer out forms, they stated ID had to be reverified, NW portman gave two options.

1, give phone no so they could phone to reverify ID
2. visit a branch so id could be reverified.

i took option 2, back of "both" transfer out forms were stamped and signed by NW branch stating signature verified, i was told computer records re duly noted, branch forwarded both transfer out forms + passbook to NW bournemouth.

everything was returned to me with letter saying id couldnt verify id because it had no phone no, again gave me option of visiting branch to verify id.

so u saying caught two different people on two different days on bad days

post just arrived, cheque for 25.00 compensation with letter dated 26th september as regards first "administritive error" :T

Old_Slaphead

Why didn't you complete the new ISA manager's proprietary transfer forms? They should then liase with NW to sort out details of transfer.

Anyway, I think you're very brave (or naive) to try and negotiate multiple splitting of your ISA, no doubt specifying the day the settlements are to be sent out, with a company in the throes of merger/computer system disorganisation when probably a significant number of staff are apprehensive of their future employment prospects.

bristolleedsfan

Old_Slaphead wrote: »

Why didn't you complete the new ISA manager's proprietary transfer forms? They should then liase with NW to sort out details of transfer.

Anyway, I think you're very brave (or naive) to try and negotiate multiple splitting of your ISA, no doubt specifying the day the settlements are to be sent out, with a company in the throes of merger/computer system disorganisation when probably a significant number of staff are apprehensive of their future employment prospects.

i did i sent isa applications to both new providers which reached both new providers on 28th august, they in turn contacted NW who in turn contacted me.

me sending two transfer out authorities with passbook to NW was no different than sending two withdrawal requests.

to avoid getting them i delayed the third and final transfer out ( remaining balance and closing interest until the first two had been virtually concluded)

if such errors are the norm ( and ive been told first error was common) then a "significant no of staff should be apprehensive of their future employment prospects".