Kent Reliance - are they really this bad?

I'm currently attempting to open a new cash ISA with Kent Reliance and it is proving very difficult. The website is very poor, the telephone wait times in excess of an hour and the advice when you get through is wrong.

Am I just having bad luck or is this what they are like?
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  • xylophonexylophone Forumite
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    I've been with them problem free for years.
  • eskbankereskbanker Forumite
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    daveb975 said:
    The website is very poor, the telephone wait times in excess of an hour and the advice when you get through is wrong.
    Out of curiosity, what is it about the website that makes you feel the need to phone them, and what wrong advice was given there?
  • southonesouthone Forumite
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    xylophone said:
    I've been with them problem free for years.

    Me too...
  • daveb975daveb975 Forumite
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    xylophone said:
    I've been with them problem free for years.
    Perhaps it's just getting set up then.
  • daveb975daveb975 Forumite
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    eskbanker said:
    daveb975 said:
    The website is very poor, the telephone wait times in excess of an hour and the advice when you get through is wrong.
    Out of curiosity, what is it about the website that makes you feel the need to phone them, and what wrong advice was given there?

    I set up a new account yesterday, but it now won't let me log in to to.

    It cites an incorrect password, but I know it is correct. When I go to reset the password, it sends an SMS to my mobile that never seems to arrive.

    When I eventually got though, they told me that they had fixed it, but it was exactly the same the next time I tried to log in.

    I appreciate that this could be user error, but I've not had any problems with similar websites (and I use a lot!)
  • hallmarkhallmark Forumite
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    They might be having issues. I just tried to login and get the message:

    "Your request could not be processed."
  • jak22jak22 Forumite
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    Seems OK now
  • edited 16 November 2022 at 12:40PM
    RollinghomeRollinghome Forumite
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    edited 16 November 2022 at 12:40PM
    daveb975 said:
    When I go to reset the password, it sends an SMS to my mobile that never seems to arrive.

    When I eventually got though, they told me that they had fixed it, but it was exactly the same the next time I tried to log in.
    As it's taking an hour to get through, then you should perhaps insist they stay on the line until you've tested it. If it's still wrong, have them check the details they have, including your phone number.

  • daveb975daveb975 Forumite
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    hallmark said:
    They might be having issues. I just tried to login and get the message:

    "Your request could not be processed."
    Thanks. I'm getting the same message on my account, but my wife can log into hers fine.

    I'm 90 minutes into holding now. Hopefully they can resolve or I'll just give up and go elsewhere!
  • daveb975daveb975 Forumite
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    daveb975 said:
    When I go to reset the password, it sends an SMS to my mobile that never seems to arrive.

    When I eventually got though, they told me that they had fixed it, but it was exactly the same the next time I tried to log in.
    As it's taking an hour to get through, then you should perhaps insist they stay on the line until you've tested it. If it's still wrong, have them check the details they have, including your phone number.


    Thanks. I did that - it worked once and then not again the next time!
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