Coventry BS ISA Problems

autolycus2022

I am trying to transfer a cash ISA from Yorkshire BS (YBS) into a recently-opened Coventry Limited Access ISA.  Coventry wrote to me saying that YBS could not identify my account with them.  As instructed, I then secure-mailed YBS, who denied that Coventry had even requested a transfer.

I've been trying for over a week to secure-mail Coventry, but their systems seem to be borked: error messages tell me they have a problem saving or submitting my message "at our end", although their status page shows all is normal.  Trustpilot tells me I am not alone in being fed up with spending half an hour on their only phone number in a queue of over 100, and a formal complaint about these IT problems, sent to their normal email address, has been ignored.

Anyone know what's going on at the Coventry?

Kevin

Frogletina

I had a problem moving my ISA from the Yorkshire Building Society to two different building societies.  The only way it can be done is by using the YBS 10 digit reference number - do not fill in the account number or the sort code, or it will not be recognised.

Today I waited 40 minutes in a queue to the Coventry - it had 80 callers in the queue and took 40 minutes to get through. 

autolycus2022

Thank you, Frogletina.  I have just filled in the online transfer form again, following your advice to include only the 10 digit reference number, so it's nail-biting time.

As to blame: Since the YBS  (sort code plus account number) should have been unique to me, they should have coped with adding the necessary two digits to convert it to the "Registration Number" - but they deny receiving the transfer request in the first place.  Coventry should have worded their transfer form more clearly, should rectify their secure messaging system problems, should have a meaningful status page, should employ more telephone call handlers, and should reply to complaint emails in a timely manner.

And if they can't or won't do these things, they should stop accepting new accounts.

Kevin

xylophone

I had exactly the same problem.

The on line  Coventry transfer  in form  permits the insertion of either sort code and account number of the ISA to be transferred OR roll/registration number.

I inserted the former and just like you, was advised by the Yorkshire that the transfer request had not been received.

 Apparently this is because the electronic system used simply does not recognise the sort code/account number as belonging to you as  a Yorkshire BS ISA account holder.

You must use the 10 digit Yorkshire number.

https://www.ybs.co.uk/savings/isas-explained#transfer

If you want to transfer your ISA to another provider, you need to contact them first and they will liaise with us on your behalf. They will need your 10 digit YBS account number.

xylophone

Coventry should have worded their transfer form more clearly, should rectify their secure messaging system problems, should have a meaningful status page, should employ more telephone call handlers, and should reply to complaint emails in a timely manner.

I put all this in my formal complaint to Coventry BS and did receive compensation.