Kent Reliance - are they really this bad?

daveb975

Adly812 said:

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 

Hopefully, you'll be ok. They strike me as a well established branch organisation who have just not implemented online very well, both in terms of the quality of the actual website and the interaction between the physical and online operation.

daveb975

andyhicks88 said:

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...

Indeed. I think I'll forgoe the last couple of 0.1%s in future and go with someone I can trust.

jimjames

daveb975 said:

Rollinghome said:

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!

Sounds like it's a general problem not just you. Maybe worth waiting 24 hours and try again

Bigwheels1111

I used them 2 years ago, could not wait to leave them.
Over a month to move existing isa to them.
ISA matured and took 3 weeks to pay out.

daveb975

Bigwheels1111 said:

I used them 2 years ago, could not wait to leave them.
Over a month to move existing isa to them.
ISA matured and took 3 weeks to pay out.

Thanks. After another few hours fighting them, I've bailed out with a complaint to both them and the ombudsman. A lucky escape I think.

t0rt0ise

Oh dear. I just transferred an ISA to them and can't login now either. I'll try again in the morning and be prepared to complain.

t0rt0ise

I apologise to them. My login problem was my fault as I didn't add the zero at the beginning of my nine digit login number so it quite rightly didn't recognise me.

happybagger

So, applying for a 2 year fixed rate ISA solely by transferring from another ISA, the account terms state it must be received from the existing provider within 30 days

however... the confirmation email just received says if a deposit is not made within 7 days the account will be closed.

A deposit can't be made as a different cash ISA has been subscribed to this year.

Thoughts?

refluxer

happybagger said:

So, applying for a 2 year fixed rate ISA solely by transferring from another ISA, the account terms state it must be received from the existing provider within 30 days

however... the confirmation email just received says if a deposit is not made within 7 days the account will be closed.

A deposit can't be made as a different cash ISA has been subscribed to this year.

Thoughts?

If the bank has received a transfer request at the time of account opening, then the 7 day limit shouldn't apply. Emails and ISA declarations are often worded on the presumption that you're just paying in a deposit from this year's allowance - it's very annoying !

Frequentlyhere

daveb975 said:

Adly812 said:

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 

Hopefully, you'll be ok. They strike me as a well established branch organisation who have just not implemented online very well, both in terms of the quality of the actual website and the interaction between the physical and online operation.

This sounds spot on to me. In my case, the online platform didn't have any facility to change a nominated account, which necessitated a long-queue phone call and then a request for posted evidence of bank statements (negotiated to being emailed). Then the email was received, acknowledged but not actioned. Then chased, not actioned again etc etc.

4 weeks it took to change a nominated bank account, and only after complaining. If their online platform was setup properly it would have been all automated (or at the very least I could have submitted proof with a pdf online rather than relying on email/post).