Kent Reliance Building Society

SevenOfNine

Any tips on how to get in touch. I've sent 3 secure messages at weekend, but each time 'send' is hit I get booted out back to log-in, not sure if message 1 sent so tried again, & again!

This morning I can't see if any of the messages were received by them so I rang, used the ''select call back to keep place in queue", waited 2hrs 20 mins, still no call back.

Have rung again, TWICE & tried holding, but then had to select call back, can't hold all day. Still no call back. I've emailed to ask how long one is expected to wait for a call back or response to secure messages (or even acknowledgement that messages have even been received), email auto reply says 3 days for email response.

There's 14 days cooling off to comply with at this rate I'll be out of time! 

wmb194

SevenOfNine said:

Any tips on how to get in touch. I've sent 3 secure messages at weekend, but each time 'send' is hit I get booted out back to log-in, not sure if message 1 sent so tried again, & again!

This morning I can't see if any of the messages were received by them so I rang, used the ''select call back to keep place in queue", waited 2hrs 20 mins, still no call back.

Have rung again, TWICE & tried holding, but then had to select call back, can't hold all day. Still no call back. I've emailed to ask how long one is expected to wait for a call back or response to secure messages (or even acknowledgement that messages have even been received), email auto reply says 3 days for email response.

There's 14 days cooling off to comply with at this rate I'll be out of time! 

Last week I had that same issue sending a secure message but then I tried a different browser and sending the message worked first time - it gives you a 'success' message. IIRC it was failing in Chrome but worked in Safari (on a Mac). 

I had a response the next day but I wasn't sent a notification to my email, I needed to keep logging in to check.

Rudyson

0345 122 1122.

EDIT. Sorry, missed the fact you'd phoned. Every time I've phoned recently, they've answered the call very quickly, maybe you were unlucky

xylophone

I've had a KR account of one kind or another for years. It used to be a building society but is now part of a banking services group.

I've never had trouble contacting customer service by phone but I have just noticed a major revamp of the home page.

https://www.kentreliance.co.uk/support.

Looks like another one of the "improvements that don't improve....."

jimjames

JamesRobinson48 said:

Kent Reliance is not, and does not claim to be, a building society. 

Depends how long you've had the account, it might have been when they opened it Mine certainly was back then.

SevenOfNine

wmb194 said:

SevenOfNine said:

Any tips on how to get in touch. I've sent 3 secure messages at weekend, but each time 'send' is hit I get booted out back to log-in, not sure if message 1 sent so tried again, & again!

This morning I can't see if any of the messages were received by them so I rang, used the ''select call back to keep place in queue", waited 2hrs 20 mins, still no call back.

Have rung again, TWICE & tried holding, but then had to select call back, can't hold all day. Still no call back. I've emailed to ask how long one is expected to wait for a call back or response to secure messages (or even acknowledgement that messages have even been received), email auto reply says 3 days for email response.

There's 14 days cooling off to comply with at this rate I'll be out of time! 

Last week I had that same issue sending a secure message but then I tried a different browser and sending the message worked first time - it gives you a 'success' message. IIRC it was failing in Chrome but worked in Safari (on a Mac). 

I had a response the next day but I wasn't sent a notification to my email, I needed to keep logging in to check.

MUCH APPRECIATED - tried that using Chrome instead of Edge & got auto message saying it had been sent!
I forgot to action maturity so a/c was bounced into 4.35% a/c. I noticed on that same day they released a 4.66% so was utilising 14 day cooling off to shift it into one of those. Or trying to as overall it's an extra £89 interest! 
Cheers.

winkowinko

Their landline number 01634 848944 has generally got me through to a human almost straightaway whenever I've needed to call them.

SevenOfNine

winkowinko said:

Their landline number 01634 848944 has generally got me through to a human almost straightaway whenever I've needed to call them.

Thanks, I only had 2 numbers they'd provided, both 0345 numbers. When I finally got 'call back', it took 8 hours to reach the top of the 'queue' I'd supposedly been put in! 

Frankly, I think they have a secondary call centre based in a country on a different timeline to UK. Having left 2 messages at 10:30 am, I got first call back at 18:30 & another at 20:30. 

Made a note of number you've given, seeing as their call back queuing system doesn't seem to work very well.

winkowinko

SevenOfNine said:

winkowinko said:

Their landline number 01634 848944 has generally got me through to a human almost straightaway whenever I've needed to call them.

Thanks, I only had 2 numbers they'd provided, both 0345 numbers. When I finally got 'call back', it took 8 hours to reach the top of the 'queue' I'd supposedly been put in! 

Frankly, I think they have a secondary call centre based in a country on a different timeline to UK. Having left 2 messages at 10:30 am, I got first call back at 18:30 & another at 20:30. 

Made a note of number you've given, seeing as their call back queuing system doesn't seem to work very well.

Either I have been very fortunate, or you have been very unlucky.

My personal experience is that whenever I've called them, I've been connected to a human very quickly, and when I've requested a call back, I've received that quickly. I've dialled both the 0345 and landline numbers previously and have always been connected to what I have assumed to be an Asian call centre.