Reassure not paid money to Fidelity

jetplane

I have a mortgage ISA due to end next year. It was legal & general until November 2021 when I was notified that it had been transferred to Reassure who take my premiums every month to pass to fidelity. Reassure have not passed any premiums over, they have been looking into it for 2 months now, Reassure have told me that Fidelity will calculate the interest retrospectively. When I ask Fidelity they say they can’t answer any questions as they only administer the fund.

I don’t understand any of this, who can I contact to help get this processed quickly and without me losing money? Reassure have finally confirmed that they are holding all of the premiums but a glitch has prevented transfer.

Can anyone help me understand this or point me in the right direction? Thanks

Nearlyold

From what you describe (frustrating though it must be) it's all going to get sorted with no loss to you anyway,  obviously don't let it slide but at the same time be aware that constantly badgering them is likely to prove counter productive.

jetplane

To be fair it’s taken me badgering them to get them to look into it and find the money they still haven’t paid it over though. And can they actually calculate the interest as if the money had been transferred at the right time, and add it on retrospectively?

Novice_investor101

They have to put you back in the position you’d be in had there been no errors. However, Reassure can be painfully slow so probably best to keep badgering them. Ensure you’ve raised a complaint as after 8 weeks have passed you can refer the complaint to the FOS. 

jetplane

I have raised a complaint but only last week. I also don’t know how to calculate what I should have, if that makes any sense? So I won’t know if I have lost out, does anyone know if they will have to produce a detailed calculation? They still haven’t provided me with my annual statement and there is no online access with Reassure. And yeh they are seriously slow.