Kent Reliance - are they really this bad?

dingling68

dingling68 said:

soulsaver said:

I'm 36th in the queue...
Secure message it is, then.

I joined at 24th in the queue 35 mins ago ... I can't find my log in information anywhere so have to keep hanging on. I'm now 13th

1 hour 40 mins later I got through and all sorted, sort of 

jak22

There is a post above from someone who let it happen electronically and was there not an agree to the transfer button during the application and the transfer details included in the application PDF too?. There's confusion and downtime with many websites but what's more helpful is if people get the answer to these questions they come back and post the answers too.

soulsaver

jak22 said:

There is a post above from someone who let it happen electronically and was there not an agree to the transfer button during the application and the transfer details included in the application PDF too?. There's confusion and downtime with many websites but what's more helpful is if people get the answer to these questions they come back and post the answers too.

Thanks for clarifying that.

Oasis1

Email recieved today:

"We are pleased to confirm that we have received your request to transfer your ISA from Coventry Building Society to Kent Reliance. We will process this request and be in touch with you when the transfer is complete.

Please do not respond directly to this email. If you have a query about your transfer request, please contact our Customer Services Team on the number below and they will be happy to help."

Glad to see I don't need to submit a separate form after all.

happybagger

Oasis1 said:

happybagger said:

Oasis1 said:

paul235 said:

I opened the 2 year account and filled in the Transfer request within the application. 
Do they submit the transfer or do we have to first send the signed transfer form by post to Kent Reliance?

This is exactly what I'm wondering. I opened a 1yr fix with them (issue 60) and included instructions to transfer in £20k from another provider.

Have sent them a message about it, asking if it's being processed or whether I need to do something else. Hoping for the former... submitting transfer forms feels so outdated...

If you filled in the application to transer from a provider that was listed in the drop down box then when you get to the end thank you' screen it will tell you not to print off and send the transfer request.

Assuming that was meant to say "now" to print? Luckily I did download the form so can do that

Sorry, not seen this as been away. No, my "not" was as intended, (but I think from your post above you're sorted with the outcome)

soulsaver

So.. Yes to the OPs question: 5 messages, 1 per day since funds were transferred to the wrong account.

From 5 messages I got one non automated reply - and that was a cut and paste that failed to answer the question I asked in the message body.

Following on from this, after an aborted call attempt Saturday when there was 36 in the queue, there was 24 in the queue this morning.

So on hands free, I waited... and waited... and 1hr and 10 mins later I got to speak to an Asian lady who was difficult to understand and sounded like she was in a bit of a panic.

I needed to be tenacious to get her to grasp the problem and then she says 2-3 working days(!) to transfer funds to the correct account. 

And 5 to 7 days to confirm action by letter which would close the account.

That wasn't really what I wanted but at least 'got me outta there' &, hopefully, the funds to the correct account.

Sometimes you take the simple solution and can decide to argue later, maybe by complaint, if you still feel strongly enough.

"Would I like to take a survey?"
No, because I may have to tick one star and that would be way too many.

1hr and 30 minutes total.

Retired717

Interesting experiences from forum members, been saving with Kent R a good few years,  reasonable interest rates at times.

They can be slow in dealing with requests. For example open a 1 yr 4.45% on line, transfer 1k 
opening balance from my instant acces with them no problem all done within an hour or two.
Try to transfer further amount next day on line will not allow, phone them 8am next day, very polite
overseas gent, but difficult to understand at times, states will sort it but will take 2/3 days, why I ask this long for an internal transfer ?

Avoided the question. Still not been sorted after 2 days.
It’s a case of suck it up or go elsewhere. 

Secure message dispatched re my displeasure, probably have to wait a week for a reply. 

dingling68

Had to call back today as although I was able to reset my password I was asked for characters from my old secret word! Phoned just after 6pm joined 32nd in the queue. Dealt with 45 mins later … to find the princely sum of £1.04 in the account 🤣🤣

soulsaver

soulsaver said:

So.. Yes to the OPs question: 5 messages, 1 per day since funds were transferred to the wrong account.

From 5 messages I got one non automated reply - and that was a cut and paste that failed to answer the question I asked in the message body.

Following on from this, after an aborted call attempt Saturday when there was 36 in the queue, there was 24 in the queue this morning.

So on hands free, I waited... and waited... and 1hr and 10 mins later I got to speak to an Asian lady who was difficult to understand and sounded like she was in a bit of a panic.

I needed to be tenacious to get her to grasp the problem and then she says 2-3 working days(!) to transfer funds to the correct account. 

And 5 to 7 days to confirm action by letter which would close the account.

That wasn't really what I wanted but at least 'got me outta there' &, hopefully, the funds to the correct account.

Sometimes you take the simple solution and can decide to argue later, maybe by complaint, if you still feel strongly enough.

"Would I like to take a survey?"
No, because I may have to tick one star and that would be way too many.

1hr and 30 minutes total.

So - credit where credit's due: The funding has been transferred to correct account overnight and is showing online.

I was about to start a message asking where the interest went, but when I checked the transaction history, the deposit was back dated to the original date.

Shame it was such a mare to get there.

BillTee

Saved with them for years until I left Kent last August. If you're near a branch, you should have no problem. Their online system is basic - open, deposit and balance enquiries only.  Otherwise, you will be left to post or the vagaries of telephone banking - I avoided both whilst with them. NB: they don't accept faster payments