Help! TSB won't allow a full switch from them for 3 months after doing a partial switch from them

Chaddy976

I opened a joint Nationwide Flexiplus account to manage bills and did a partial switch so that all the Direct Debits would come out of it. Once I was told it was complete I opened a HSBC account with the intention of taking advantage of the switching bonus. However HSBC advised that TSB rejected the switch. I was then going to and fro with TSB and Nationwide to try and find out why. TSB told me the reason was that the first switch was still ongoing. Nationwide assured me that it wasn't and suggested TSB just had it flagged. So back to TSB again who said it wasn't. I raised a complaint with both banks and eventually TSB said it was actually complete but the rejection was because I couldn't do another switch for 3 months after the first. They apologised for the wrong advice but I'm still stuck. If I'd known about this condition I wouldn't have done the partial switch and think Nationwide should have advised me of this. Nationwide however have washed their hands of any responsibility and I am stuck with 2 package accounts until I can complete my second switch.

Has anybody else had this problem? I would understand if it was an account I'd switched to not letting me switch out again. But not letting me switch out seems quite stupid.

eskbanker

Chaddy976 said:

I raised a complaint with both banks and eventually TSB said it was actually complete but the rejection was because I couldn't do another switch for 3 months after the first. They apologised for the wrong advice but I'm still stuck. If I'd known about this condition I wouldn't have done the partial switch and think Nationwide should have advised me of this. Nationwide however have washed their hands of any responsibility

Not being able to make a full switch from TSB within three months of a partial one sounds very much like a TSB rule rather than anything associated with the switching scheme itself, so I don't see how Nationwide could even have known of it, never mind having any obligation to inform you?

Chaddy976 said:

I am stuck with 2 package accounts until I can complete my second switch

Can't you just downgrade the one you don't want to keep, to avoid incurring charges while it's all tidied up?

Chaddy976

eskbanker said:

Can't you just downgrade the one you don't want to keep, to avoid incurring charges while it's all tidied up?

Thanks.
Going to call in to local branch tomorrow to do that. TBH been going through a tough time with a bereavement and not wanting to deal with people. This was all supposed to have been done online so having to make calls is stress I didn't need.

anotheruser

The mistake here is trying to do a "partial switch".
Never heard of that before - it's either all or none.
Moving DD doesn't particularly count as "partial" - you're just moving some DD to another account.

flo22

Scheme rules state - 'The New Bank can signal that a partial switch is completed by marking it as complete (or sending a Notify Account Switch Complete message). If the New Bank does not do this, then the switch is auto‐completed after 3 months.'

So if TSB state 3 months that must be because Nationwide have not marked it as complete.

northwalesd

anotheruser said:

The mistake here is trying to do a "partial switch".
Never heard of that before - it's either all or none.
Moving DD doesn't particularly count as "partial" - you're just moving some DD to another account.

Yet here it is, perfectly described by Nationwide. https://www.nationwide.co.uk/current-accounts/help/switch-nationwide-current-account/

Descrabled

I carried out a full switch from one of my two TSB accounts to Nationwide. The switch duly took place, DDs, payees, and balance switched. However, my TSB account remained open with zero balance for exactly 3 months. It then magically closed and I received my closing paperwork just this week from TSB.

I wondered what had happened and now I understand.  Obviously Nationwide failed to inform TSB that the switch was complete.

Many thanks flo22

Daliah

I switched my last two accounts away from TSB on November 1 last year. Whilst the accounts no longer show online or in the app, TSB have so far sent me 2 emails to say I have statements in my inbox. Neither email was actually true. Both accounts also still show as active, as of 22/11/2021, in my credit reference files. So somehow the accounts are still alive in their systems. 

anotheruser

northwalesd said:

anotheruser said:

The mistake here is trying to do a "partial switch".
Never heard of that before - it's either all or none.
Moving DD doesn't particularly count as "partial" - you're just moving some DD to another account.

Yet here it is, perfectly described by Nationwide. https://www.nationwide.co.uk/current-accounts/help/switch-nationwide-current-account/

Really?
You think their marketing makes it a real thing?
As (it appears) no other bank supports it, is it any wonder things may go wrong?
If you want to move the direct debits, just contact the companies and move them yourself - then you are eliminating a 3rd party mistake.

IanManc

anotheruser said:

The mistake here is trying to do a "partial switch".
Never heard of that before - it's either all or none.
Moving DD doesn't particularly count as "partial" - you're just moving some DD to another account.

From the HSBC website:

"You can make what's called a partial switch to a new current account, but this isn't covered by the Current Account Switch Guarantee. It also takes longer than 7 working days. You'll need to arrange for credit payments to be transferred in to your new account."

From the TSB website:

The Partial Switch Service lets you manage your account transfer, at your own pace and we’ll support you every step of the way. You tell us which parts of your old account you want to move, including any balance. Transferring your old account like this isn’t covered by the Current Account Switch Guarantee and will take a bit longer than seven working days. But if you do choose to do it this way you have the peace of mind of knowing there’s a dedicated team on hand to help at every stage. You can start a Partial Switch in one of our Branches."

From the Barclays website:

"Partial Switch

• We’ll ask your old bank for a list of your outgoing payments for the account you're switching from
• You select those you want us to move to your Barclays account
• Your old account open remains open
• We won't be able to switch any one-off, future-dated payments
• You'll need to arrange the transfer of any credit payments (like your salary) to your new Barclays account
• It takes longer than 7 working days and isn't covered by the Current Account Switching Guarantee".

eskbanker

anotheruser said:

northwalesd said:

anotheruser said:

The mistake here is trying to do a "partial switch".
Never heard of that before - it's either all or none.
Moving DD doesn't particularly count as "partial" - you're just moving some DD to another account.

Yet here it is, perfectly described by Nationwide. https://www.nationwide.co.uk/current-accounts/help/switch-nationwide-current-account/

Really?
You think their marketing makes it a real thing?
As (it appears) no other bank supports it, is it any wonder things may go wrong?
If you want to move the direct debits, just contact the companies and move them yourself - then you are eliminating a 3rd party mistake.

I'd stop digging if I were you - the partial switch service is very much a thing, but was largely superseded by the more comprehensive full Current Account Switching Service, so, although a number of banks support it, not many will actively promote it.

A summary of its features versus the full CASS is shown at https://www.wearepay.uk/what-we-do/switching-services/the-payment-transfer-service/, which makes it clear that its functionality is largely moving DDs rather than anything else....