UBL 4.53% 1 year ISA 2025-6

Cheltenhamshire

So paid into this yesterday, first day of the new tax year. And have never seen anything like it.

For various reasons, got cold feet. So decided to call them to cancel. Nobody answered the phone, no queuing system or anything, just told me after 30 minutes to leave a message. The chat (which looks awful, you can't even see whether it's working) does nothing, not even automatic acknowledgement. 

And worst the app and online banking don't allow me to take money out. Most of my payment is in a "funding account" and set new payee up thinking I could at least get that back now. It wouldn't work because it asks you to select a From account and nothing happens when you try to select one.

This is an excellent site, but I think it has to stop recommending this account. All I've been able to do is send a secure message, which they say they'll answer within 3 days.

Anyone else having these problems?

Cheltenhamshire

Also, when I set up a new payee I got a text message telling me that I'd set up a new payee, which is what you'd expect. What I didn't expect was for the text message to contain the bank account details (ie my current account). Would have been fine to say "Did you set up a new payee?". Why send my details in a text like that?

Luckily, I did genuinely set it up. If I hadn't the message told me to phone them on the number they aren't answering.

It reminds me of a small internet company years ago doing a flashy offer it couldn't keep up with. At best.

eskbanker

Cheltenhamshire said:

This is an excellent site, but I think it has to stop recommending this account.

At the foot of each page:

This info does not constitute financial advice, always do your own research on top to ensure it's right for your specific circumstances and remember we focus on rates not service.

Cheltenhamshire

Can I ask if you're affiliated with this site?

Cheltenhamshire

Because that's a bit pedantic. You don't think people should be concerned that an account is being listed that, as things stand, isn't letting people get their money out? That's just "service" is it. 

eskbanker

Cheltenhamshire said:

Can I ask if you're affiliated with this site?

No, there are MSE staff on here whose usernames are in the 'MSE_<name>' format, and some forum ambassadors who assist the forum administrators keeping the place running, who will have this status reflected in a signature, but I'm not in either category....

eskbanker

Cheltenhamshire said:

Because that's a bit pedantic. You don't think people should be concerned that an account is being listed that, as things stand, isn't letting people get their money out? That's just "service" is it. 

There's no point creating strawmen and trying to put words in my mouth!

Cheltenhamshire

Well you did post "we concentrate on rates not service" in bold. But let's leave it there.

Cheltenhamshire

As I said, it all seems like a small internet company 20 years ago having made an eye-catching offer that it can't keep up with. I don't know if this is a common thing with ISAs or savings account more widely, but I've never said anything like it. 

See how it goes, I guess.

eskbanker

For the avoidance of doubt, I'm not defending UBL and am pretty sure I've read similar comments about rudimentary website and processes before, but the point is that MSE listings are purely based on rates rather than reviews.  Changing your mind about a new subscription on the first day of the tax year (one of the busiest) and expecting it to be resolved instantly was perhaps ambitious, and is unlikely to be representative of how most savers interact with the company....

Cheltenhamshire

I didn't take you as defending UBL. Fair point about it being a busy day. I get the point about rates too. 

I'll have to give it time, no other choice, and I will try to update if and when it's resolved.