Kent Reliance - are they really this bad?

happybagger

My dad's ISA transfer via the electronic form did not proceed (and still haven't). It took nearly 3 weeks for them to contact him saying that he had not provided the "roll number". There isn't one. It's a straight forward sort code and account number.

My mother also did the same at the same time and they called about that as well, but as she is in hospital clearly he couldn't "pass the phone to her" to get the same response.

Why it took them three weeks to make the first contact though, it's been over a week since they had anything in the best buys.

jak22

ISA transfers are often a problem. Different banks / building societies / investment holders have their own systems / account numbers / roll numbers and then there's the different methods used to communicate a transfer. 

You'd imagine that with experience the staff would've learned to overcome this but instead they strictly follow their own interpretation of how a form should be completed - even when they've get the rules wrong.

This isnt just KR though - any bank that's hard to contact or puts a problem to one side instead of getting in touch can turn a small issue into a big worry when money's involved. 

They ought to have foreseen the additional applications that come with releasing a high rate - but industrial action is likely causing some delays right now.

I wish the sites pointing people at good rates would then read their own forums and raise poor service with the banks,

southone

happybagger said:

My dad's ISA transfer via the electronic form did not proceed (and still haven't). It took nearly 3 weeks for them to contact him saying that he had not provided the "roll number". There isn't one. It's a straight forward sort code and account number.

My mother also did the same at the same time and they called about that as well, but as she is in hospital clearly he couldn't "pass the phone to her" to get the same response.

Why it took them three weeks to make the first contact though, it's been over a week since they had anything in the best buys.

Kent reliance do use roll number it's 3 letters a set of numbers followed by the first three letters of your surname, if you look on the online statement it shows it on there you should have been given it when you signed up as well

happybagger

southone said:

Kent reliance do use roll number it's 3 letters a set of numbers followed by the first three letters of your surname, if you look on the online statement it shows it on there you should have been given it when you signed up as well

I know, I've had FRBs with them myself. But I'm saying they wanted roll number of the existing ISA, at the existing provider, which there is none.

akh43

Another one with problems with KR. I opened a 1 year ISA to transfer an existing Paragon ISA with bad rate.  From the off I had issues as I didn't have a sort code and account number for the Paragon ISA so spent over an hour in the queue only to be told to put 0000 in the spaces and the form was then accepted and I received confirmation email and texts. 

A couple of days later I received a text and email asking me to contact them on 19 November as they needed to confirm some details so they could proceed with my ISA transfer. I rang them straight away and spent 1hr 39 mins both in queues and speaking to someone, who advised that as my existing ISA had not matured Paragon had refused the transfer. I confirmed I wished to transfer and that I knew I would incur a penalty for closing early and was advised a further request to transfer would be made to Paragon on Monday 21 November.

I sent a message to KR via their website on 3 December as I had heard nothing re the transfer, still no response other than acknowledgement!

After 2 weeks I had heard nothing from either party so this time instead of ringing KR I decided to ring Paragon. I had a little wait, but nothing like I had incurred with KR. He advised they had received a request to transfer my ISA on maturity on 17 November, which as it didn't mature until Oct 23 was refused. I had chosen an immediate transfer on the KR form. They had received no further request from KR re the transfer.

I decided I had had enough with KR and decided to stick with Paragon and sorted a new ISA to transfer whilst on the phone and this was completed the following Monday, so easy to deal with and although I have lost some interest as not as good a rate, it was worth it to be hasslefree.

I sent a further message online to KR advising them I no longer wished to transfer and why, acknowledgement only.

Then on 5 December I received a letter in the post from KR dated 23 November stating "We are writing to let you know that we have tried to contact you regarding your ISA transfer request, but we have not received a response from you. Unfortunately, this means that we have had to cancel your request."

So all the time waiting and speaking to an adviser was clearly not recorded or acted on and I am glad I did not proceed.

I would not deal with them again after my experience and clearly I am not alone.

happybagger

One of my parents has now had the ISA transfer done (4 weeks) bot the other hasn't heard a thing. There was no notice period on the existing ISAs so that's not the reason

billn

My transfer has just gone through, after 2 calls and a message to KR, the calls gave the same answer (call Santander) and the message was only acknowledged as received. I can only guess that KR had been using a wrong account number and finally got it right when prompted. Once Santander received the request the money and account disappeared from online banking and appeared next day in KR.

As it is a 2 year fix I am hoping that I won't have to do anything until it matures.

happybagger

After 71 days with no movement and sending weekly secure messages to KR asking them how things are progressing, it appears they have given up completely without notice. The online login no longer works, the reset password doesn't work as it doesn't sent a temporary pass to the mobile.