Equiniti error

Harrysmom

I'll try to keep this short.
I remarried last year so wrote to Equiniti with my name change details. At the same time included a change of address form for my daughter as she held shares I gave to her in 2017.
I then get a letter asking me to confirm my address with her shareholding. I think what they did was assume this was a share transfer form instead of address change.
I was advised to write which I did sending copies of all her share certs, all in her name.
They have not amended her address as they have been writing to her old home address (my ex husband) and he has not passed on her dividend certs.
I had another letter today, I called them trying to explain after 1.5 hours I raised a complaint as they are insistent the shares are in my name and there was an issue at the time in 2017 therefore they were still in my name even though I have the certificates in her name.
I am waiting for a call back to find out what's happened, surely they can't be mine and have the certs in her name? I was going round the houses today with the call centre, they kept asking me to write in, then asking my daughter call them but would not confirm she had a holding. I am concerned re data protection if they are writing to my old address which they clearly are. So frustrating.

TiVo_Lad

A complaint is the right route to go down. After Equiniti increased their charges under the DRIP Dividend scheme, I went on the website to change the election and repeatedly got an error. I phoned up and was told the change couldn't be done over the phone (the letter said it could) and I had to write in. When I challenged the issue with their website I was told to report it to their IT Department; the call handler wouldn't take ownership of the problem. I lodged a complaint.

The following day I got a call back from a chap in "Customer Resolutions" (complaints to you and I) and was told that everything I was told the day before was utter garbage, the change could be done over the phone and they'd do it immediately, as well as report the website issue internally. It would appear I got connected in the first instance to a jobsworth.

Moral of the story, get a complaint in. They've mishandled your request at the least and there are potentially UK GDPR implications so they need to take notice. Once you get through to complaints they should be able to help.

xylophone

Is your daughter  a minor?

Or do you have PoA for her?