OakNorth - Opened Accounts / added money / accounts and money disappeared

Sinkovec

Over the past couple of days I opened 2 accounts and added money to each. Eventually I saw the money in the account. Just one. When I logged in again I was told I don't have any account (so also no money) and would I like to open an account. You can imagine my concern and under these circumstances to have no phone number to call is terrible. Note - there is a number but it is permanently a voicemail redirecting you to an email that you are advised will take up to 3 days to reply.
If I don't get a response tomorrow I will be going to the ombudsman. I can imagine that OakNorth is saving money on IT (ok) but this is frightening and terrible service.

masonic

The Ombudsman will just pass your comments back to OakNorth. You need to make a formal complaint and give them time to resolve it before the Ombudsman will intervene

https://www.oaknorth.co.uk/complaints/

refluxer

IIRC, OakNorth accounts don't appear when you log onto their online banking site until they are funded. I normally do this with a £1 test payment and wait for that to show before paying in any more.

Payments sent during the morning and early afternoon usually show up the same day but payments made after a certain time often won't appear until the following morning. Payments made late on a Friday won't appear until the next working day (Monday) so with it being bank holiday weekend, I would have expected them to show in your account by today or tomorrow at the latest if you made them over the weekend.

I'm not sure what would cause an account to appear and then disappear, but I would give it until tomorrow to see if things settle down. Is it different types of account you've opened ? Some banks can have a limit on how many of one particular issue you can open.

mark_cycling00

The also won't give you online access until you meet the funding level that you said you would add to the account. 
I did get a confirmation email about my £1 test payment. 

But seems I need to add the rest before I can actually see the account.

Notepad_Phil

mark_cycling00 said:

The also won't give you online access until you meet the funding level that you said you would add to the account. 
I did get a confirmation email about my £1 test payment. 

But seems I need to add the rest before I can actually see the account.

I'm pretty sure that I was able to see my first ever account with them as soon as my £1 test payment got the confirmation email and before the rest got added to bring it up to the funding level I'd specified - this was a few weeks ago, so could of course be misremembering.

Sinkovec

Problem solved. I had done what some of you (above) did. When I didn't see the account I had transferred a lot of money into I added another account with a tiny amount to see what would happen. But I ended up with 2 users-ids. So after many days of being very worried with no way to get to OakNorth by phone I got an email asking which user-id I wanted to use. Once I replied they deleted one of the User-IDs and linked both accounts to the other. The next day i could see both accounts and all the money. So in the end it all worked out. Just having a phone number that someone actually answered could have sorted this quickly. Instead I ended up worried for several days. Still disappointed with this service - but happy it is all resolved !

eskbanker

Sinkovec said:

So after many days of being very worried with no way to get to OakNorth by phone I got an email asking which user-id I wanted to use. Once I replied they deleted one of the User-IDs and linked both accounts to the other. The next day i could see both accounts and all the money.

So you got an email and the next day could see that the problem was resolved, so the email must have arrived no later than yesterday, the 31st.  You'd originally posted the previous day (30th), having opened accounts 'over the past couple of days', so the email must have arrived within the stated three days (some of which would have been during a long bank holiday weekend) - obviously money not being visible is a concern but I'm not sure that this genuinely constitutes 'many days'?

Thumbs_Up

Just got a email from OakNorth saying my interest rate is increasing to 2.26%. Great, the problem is i'm already on that rate!

RG2015

Thumbs_Up said:

Just got a email from OakNorth saying my interest rate is increasing to 2.26%. Great, the problem is i'm already on that rate!

Me too, but I did get one on 24th August advising of the increase on 1st September.

I am more concerned about having to wait 90 days to get the interest out.

Thumbs_Up

RG2015 said:

Me too, but I did get one on 24th August advising of the increase on 1st September.

I am more concerned about having to wait 90 days to get the interest out.

I’m on issue 21 and withdrew immediately. Interest money has appeared on issue 21 ready to take out if I want – this is after closing issue 20 if that makes sense.

 

RG2015

Thumbs_Up said:

RG2015 said:

Me too, but I did get one on 24th August advising of the increase on 1st September.

I am more concerned about having to wait 90 days to get the interest out.

I’m on issue 21 and withdrew immediately. Interest money has appeared on issue 21 ready to take out if I want – this is after closing issue 20 if that makes sense.

Thanks.  I understand and yes, it does make sense.

I just stuck with issue 20 and the increase kicked in today.