UBL

ThisShouldBeEasy

Now extremely concerned about my missing ISA and can not contact UBL.
Do I need to contact the FSCS?
MSE need to stop including them in savings rate recommendations.

To summarise; I opened a fixed rate ISA and corresponding funding account with instructions to transfer in an existing cash ISA when it matured. The transfer happened late and still has not shown up in either the funding or ISA account.

• No confirmation of transfer request received by any communication method - email or online notice within UBL account
• No confirmation of transfer request being acted on by any communication method - email or online notice within UBL account
• No communication as per the date of withdrawal/transfer from previous provider.
• When transfer didn't occur as instructed -  I assumed the transfer had been cancelled due to an error?? I was concerned about lack of communication so attempted to complain via email and looked for a different new ISA provider. My existing fund had already been automatically moved to another ISA account with my existing provider.
• Transfer then occurred out of the blue two working days after maturity and date requested. 
• My money has now been missing for over one full working day. All UBl accounts show 0. I have checked with previous provider and funds went to UBL sort code.
• I haven't been able to contact UBL via phone or online message.
• I have received no communication from UBL since confirmation the accounts had been opened.

MeganByers

that sounds really stressful — totally understand your concern. You should definitely try to get in touch with UBL again (I know, easier said than done), but yes, if the money’s been missing and no one's responding, it might be time to contact the FSCS just in case. They can advise you on what to do if a bank or provider isn’t playing ball.

-also, maybe try reaching out to UBL via social media if you're not getting through the usual channels — sometimes that gets quicker attention. Hope it gets sorted soon!

ThisShouldBeEasy

Thanks MeganByers
Social media might be the way to go. Phone line and messaging service were not working last time I tried. Messages disappeared instantly. FAQ's 'Page Not Found', and phone just replayed menu options but didn't respond to pressing keypad /numbers to choose any of those options and then just hung up on me.

VNX

I just rang them on 0121 753 6000 and got through 

eskbanker

MeganByers said:

You should definitely try to get in touch with UBL again (I know, easier said than done), but yes, if the money’s been missing and no one's responding, it might be time to contact the FSCS just in case. They can advise you on what to do if a bank or provider isn’t playing ball.

FSCS will only intervene when a financial institution has collapsed so are irrelevant here - even if you meant the financial ombudsman service (FOS), there's really no need to be contacting them about "My money has now been missing for over one full working day", as this isn't a provider 'not playing ball', it's just one that has processes that aren't instant!