Kent Reliance - are they really this bad?

Frequentlyhere

I had a particularly bad experience with them, found their customer services very poor, to the extent that I made a complaint. 

£30 richer due to that, but it wasn't worth it ;-)

daveb975

Frequentlyhere said:

I had a particularly bad experience with them, found their customer services very poor, to the extent that I made a complaint. 

£30 richer due to that, but it wasn't worth it ;-)

Thanks. A complaint is on it's way to them now, but like you say, not worth it for the time wasted and utterly incompetent service received.

daveb975

daveb975 said:

Frequentlyhere said:

I had a particularly bad experience with them, found their customer services very poor, to the extent that I made a complaint. 

£30 richer due to that, but it wasn't worth it ;-)

Thanks. A complaint is on it's way to them now, but like you say, not worth it for the time wasted and utterly incompetent service received.

I've just received an automated reply. Apparently, their complaints department is receiving a 'hgher volume of complaints than usual'.

There's a surprise...

adindas

southone said:

xylophone said:

I've been with them problem free for years.

Me too...

Same here. In the past they have top notch RSA also allowed payment by Debit-card but they stopped it. I still have saving with minimum balance to maintain my login credential.

claire07

I was always very impressed in the past with Kent but about a month ago I opened a new Fixed Rate ISA with them and filled in all necessary forms and posted them to close my existing 1 year ISA early with them and transfer it to the new one.  Despite various secure messages from me, waiting on the phone for almost an hour several times nothing happened. 

So after 3 weeks when they wanted me to complete again the forms I had already sent I cracked and transferred the ISA to Virgin which they completed within a week.  I feel relieved not to have to deal with Kent any more.

ForumUser7

I have an easy access account with Kent Reliance that does not allow online withdrawals (opened by a branch) but as I do not live near a branch I have to call up each time I wish to make a withdrawal. Back in September I would get through in a couple of minutes and my request would be processed by the 5 minute mark. Nowadays it is like 1 hour - 1 hour 30 before I even get through. Last time I was lucky enough to get through, I requested a full withdrawal (apart from minimum balance). The account paid a higher rate of interest than the one the funds are currently in, so I'll move it back once the CS is back to normal but for now, the extra fraction of a percent is not worth my time. I think the issue is banks and building societies releasing market leading products before bolstering their customer service. Especially in the case of Virgin Money who clearly had a big admin backlog before, then continue to release high rates despite having a huge backlog. Imho, it would make more sense for them to clear the backlog for their existing customers, get their service back to better standards, then release market leading rates again but ensure more staff are on hand so they don't get in an admin mess so quickly again...

Adly812

Oh blimey don’t say that lol. I’m about to open an Isa with them myself, however I was a previous customer a few years ago and had a good experience. Lots of branches in my area too which is great.

I think most banks have excruciating long and painful wait times to speak to them 

Marmaduke123

Like Claire I wanted to close an existing ISA before maturity, and open their then chart topping new 1yr fixed ISA. I asked them how to go about this and they responded promptly

 I followed their instructions and the new ISA showed online in about a week, followed several days later by a letter in the post. No complaints.

I've been a customer for quite a few years and although nothing happens instantly I've found them efficient and reasonably prompt

Albermarle

Marmaduke123 said:

Like Claire I wanted to close an existing ISA before maturity, and open their then chart topping new 1yr fixed ISA. I asked them how to go about this and they responded promptly

 I followed their instructions and the new ISA showed online in about a week, followed several days later by a letter in the post. No complaints.

I've been a customer for quite a few years and although nothing happens instantly I've found them efficient and reasonably promp

I recently transferred an existing ISA to a new one with Aldermore. I did not see it online, or receive any confirmation letter for nearly 3 weeks, but looking at the paperwork it actually happened within 10 days of requesting it, which is fine by me. 

andyhicks88

They just launched market leading, or near market leading, savings products...so i think it would be fair to expect their systems and call centre to be under a bit of extra pressure...