UBL Bank payment problems

wallisp

Recently opened an ISA. Made minimum deposit of £2000 with intention to add funds one transaction completed successfully - this was done via online banking (not the app).

£2k initially went into a UBL Funding Account before then moving to the Fixed Rate ISA account.

I then tried to add funds to the ISA, but the money has just gone to the Funding Account and remains there - I assume it's because there's a restriction of only one payment being allowed into the ISA, but its not clear on UBL's website.

Problem I have now is that I can't retrieve the money from the Funding Account. The payment option does not work because it does not allow selection of an account from which to make a payment although it has allowed me to set up a new payee ( ie the current account from which I made payments to UBL).

The FAQ uption on the site does not work - just a window that states 'Page Not Found'

The online Chat facility also doesnt work - you can enter text and send it but the text disappears and nothing happens.

I have so far (a week) been unable to get response by phone or email.

Anyone experienced similar issues and/or have a solution/suggestion to resolve?

bristolleedsfan

wallisp said:

Recently opened an ISA. Made minimum deposit of £2000 with intention to add funds one transaction completed successfully - this was done via online banking (not the app).

£2k initially went into a UBL Funding Account before then moving to the Fixed Rate ISA account.

I then tried to add funds to the ISA, but the money has just gone to the Funding Account and remains there - I assume it's because there's a restriction of only one payment being allowed into the ISA, but its not clear on UBL's website.

https://www.ubluk.com/personal-banking/personal-savings-accounts/fixed-rate-cash-isa/

Funding your account

• When you open your account through internet or mobile banking, a 'Funding account' will be opened. You may then send an electronic transfer to this Funding account and once the committed amount has been deposited, your Fixed Rate Cash ISA will commence.

ThisShouldBeEasy

Also having huge regrets about opening an ISA with UBL. Now extremely concerned as transfer has occurred a full working day ago but both funding and ISA accounts show zero. The transfer occurred a full two working days later than I instructed anyway and I assumed it had failed (No communication from UBL on confirmation of  transfer instructions or possible error at all)

Had no communication from UBL since opening account and have not been able to get in contact. Phone and message service do not appear to work. Messages instantly disappeared. Phone helpline continually offered a menu of options - press 1 for this etc. None of these numbers yielded results and menu just continued to replay. After the third attempt the helpline said goodbye and terminated the call. 

Will send complaint and is there a way to alert MSE to stop recommending this ISA?

wmb194

ThisShouldBeEasy said:

Also having huge regrets about opening an ISA with UBL. Now extremely concerned as transfer has occurred a full working day ago but both funding and ISA accounts show zero. The transfer occurred a full two working days later than I instructed anyway and I assumed it had failed (No communication from UBL on confirmation of  transfer instructions or possible error at all)

Had no communication from UBL since opening account and have not been able to get in contact. Phone and message service do not appear to work. Messages instantly disappeared. Phone helpline continually offered a menu of options - press 1 for this etc. None of these numbers yielded results and menu just continued to replay. After the third attempt the helpline said goodbye and terminated the call. 

Will send complaint and is there a way to alert MSE to stop recommending this ISA?

I know it’s difficult in world where most things now happen instantly but if the transfer only happened yesterday you need to have a little more patience. These small providers often take a little longer.

eskbanker

ThisShouldBeEasy said:

Also having huge regrets about opening an ISA with UBL. Now extremely concerned as transfer has occurred a full working day ago but both funding and ISA accounts show zero. The transfer occurred a full two working days later than I instructed anyway and I assumed it had failed (No communication from UBL on confirmation of  transfer instructions or possible error at all)

Had no communication from UBL since opening account and have not been able to get in contact. Phone and message service do not appear to work. Messages instantly disappeared. Phone helpline continually offered a menu of options - press 1 for this etc. None of these numbers yielded results and menu just continued to replay. After the third attempt the helpline said goodbye and terminated the call. 

Will send complaint and is there a way to alert MSE to stop recommending this ISA?

It's a massive overreaction to get so worked up about something that was only initiated yesterday, so, as above, be patient!  In terms of your final comment, MSE are always clear (at the foot of each page and elsewhere) that "remember we focus on rates not service", i.e. they're not recommending providers as such, they're just pointing out which ones offer the best rates.

VNX

wallisp said:

Recently opened an ISA. Made minimum deposit of £2000 with intention to add funds one transaction completed successfully - this was done via online banking (not the app).

£2k initially went into a UBL Funding Account before then moving to the Fixed Rate ISA account.

I then tried to add funds to the ISA, but the money has just gone to the Funding Account and remains there - I assume it's because there's a restriction of only one payment being allowed into the ISA, but its not clear on UBL's website.

Problem I have now is that I can't retrieve the money from the Funding Account. The payment option does not work because it does not allow selection of an account from which to make a payment although it has allowed me to set up a new payee ( ie the current account from which I made payments to UBL).

The FAQ uption on the site does not work - just a window that states 'Page Not Found'

The online Chat facility also doesnt work - you can enter text and send it but the text disappears and nothing happens.

I have so far (a week) been unable to get response by phone or email.

Anyone experienced similar issues and/or have a solution/suggestion to resolve?

Did this all work out in the end?