Tandem withdrawal delay

R3Keith

I am still waiting since Sunday. I have tried LiveChat six times over last two days. Agents never available.

[Deleted User]

It seems to cut off at about 11 people in the queue. The whole premise of their business is clearly based on the bulk of their customers never needing to contact them, on most occasions in the past the chat just opens right up…

JJM03

Risked a second £5k transfer. This one went through in less than 10 mins. Still no sign of yesterday mornings withdrawal or reply to my emailed complaint. Their communication skills are poor to say the least.

[Deleted User]

Very brave. I can only withdraw a further few hundreds worth which I will of course be doing at some point. It was when I keyed a second pound on Sunday and that went through that I knew there was a problem.

I also have fixed savers, I wonder if there is some way of getting an interest penalty and getting out. My confidence is completely shot.

What can we do to escalate this?

BMC1960

Like many here I made a transfer on Sunday, which I will not do in future. I also have had a stressful 24 hrs. No info on Facebook or Twitter . No replies to emails. After a chat today (11 in queue ) I made another transfer which arrived in 15mins. The original one still not arrived as they said they have to process each individually. When it works great - when it doesn't then .....A lesson for me is not to have all savings with one  bank !  

JJM03

Once a bank has worried me then I am on my way out the door. Luckily I don't have any fixed term savings with Tandem. Pity as they've been pretty reliable in the past. But just can't trust them now.

[Deleted User]

I am at #4 in the queue on chat, I look forward to being rushed off and given the same copied & pasted line. I have chatted with them 3 times and have no passed security once, this time I want them to specifically look at my account.

I am raising the question about my fixed savers too, but doubt I will have a leg to stand on there.

vienly

Finally got through to them via phone after 20 minutes on hold, my transfer on Sunday was only processed yesterday and they 'guarantee' it will be in my bank by end of day, the £25 compensation was processed this morning so most likely tomorrow end of day

Asked for a specific time 'by end of day', they can't answer that
Not holding my breath......

cmgurney

I was back on chat yesterday at 1:45pm, as Lloyds had told me my direct debits would bounce if the money didn't reach my account by 2:30pm. The agent admitted that the 'payment within 24 hours' they are promising is actually 24 hours *from when they manually process the payment*. He took pity on me and manually processed the payment himself at 1:50pm. The payment and the £25 compensation arrived in my Lloyds account about two hours later. It wasn't soon enough to pay my direct debits - I had to transfer money out of a regular saver I have with Lloyds, which I won't be able to put back - but at least I've got my money. My son used to work in a call centre, so I know how tough these situations are for the staff. When I first contacted Tandem I thanked the agent and commiserated with him on what must have been a really rotten day at work. When I contacted them the second time, the agent could see the first chat and I think that made him favourably disposed, which is why he manually processed the money for me.

[Deleted User]

cmgurney said:

I was back on chat yesterday at 1:45pm, as Lloyds had told me my direct debits would bounce if the money didn't reach my account by 2:30pm. The agent admitted that the 'payment within 24 hours' they are promising is actually 24 hours *from when they manually process the payment*. He took pity on me and manually processed the payment himself at 1:50pm. The payment and the £25 compensation arrived in my Lloyds account about two hours later. It wasn't soon enough to pay my direct debits - I had to transfer money out of a regular saver I have with Lloyds, which I won't be able to put back - but at least I've got my money. My son used to work in a call centre, so I know how tough these situations are for the staff. When I first contacted Tandem I thanked the agent and commiserated with him on what must have been a really rotten day at work. When I contacted them the second time, the agent could see the first chat and I think that made him favourably disposed, which is why he manually processed the money for me.

Interesting, they actually have me down as a vulnerable customer due to some past issues and to be honest this is starting to trigger them. I am going to lean on them processing this for me manually. I did make a point to mention to them on the previous chat that I am sure they have had a hard day and I hope they get to relax last night. But the responses I was getting were entirely scripted imho.