ii - interactive investor customer service non responsive over email, is it normal? Phoning better?

vikkiew

A family member who is not an ii customer, well not yet anyway., wrote to them on interactivehelp@ii.co.uk on December 11 with some questions around transferring of SIPP and has not heard back. The questions were specific but not very complex and obviously considering everything and time of year replies should take time but is this delay normal? Would calling to ask same questions over the phone be better or is the phone customer service not knowledgeable enough beyond very basics and reading off their list of standard replies?

Thrugelmir

What were the questions in relation too? 

shinytop

vikkiew said:

A family member who is not an ii customer, well not yet anyway., wrote to them on interactivehelp@ii.co.uk on December 11 with some questions around transferring of SIPP and has not heard back. The questions were specific but not very complex and obviously considering everything and time of year replies should take time but is this delay normal? Would calling to ask same questions over the phone be better or is the phone customer service not knowledgeable enough beyond very basics and reading off their list of standard replies?

As a customer, they take a few days to reply and have never failed to reply to me using their secure email service.  Also speaking as a customer, the agent answering the phone will not have detailed knowledge of SIPPs but they will put you through to someone who does.  

IvanOpinion

I am also an II customer and have found them to be very responsive through their secure messaging.  I have not tried contacting them through standard email though.  As shinytop says when I phoned with some queries I was quickly put through to the right person and they resolved all my queries - I should however point out that the last time i phoned was pre-lockdown.

LHW99

I did notice they are shut over several days, when I was logged in to my account before the holiday - can't find the details at the moment though.

HansOndabush

If they can't be bothered to answer your questions, why put your savings with them? Same thing happened to a relative with IG Index, hence they are not getting that person's business.

Alexland

Prob worth double checking the address was typed correctly and sending a followup chase email. Or give them a phone call.

vikkiew

They never replied. The email message's contents from last month were submitted again instead using the online form and again they never replied. I was going to give them a ring but family member said he did not want to 'pay money for disrespect' so we have begun the process to transfer to iweb. Really strange behaviour from ii. Oh well their loss.