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Total chaos at Kent Reliance


So I reply that my query (which they seem not to have read) is not account specific and follow this up by forwarding them a copy of their original email of 19 Sept.
First thing this morning I receive another email which starts "Hello Katherine".
So who is Katherine ? as it is certainly not me !!
|t now appears that the Customer Support phone is open on Saturdays again (whereas all my recent emails have indicated that it is only available on weekdays. I shall try and get some sense from them tomorrow as I still have my wonderful evenings and weekend plan where I can make free calls up to one hour.
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I have a notice savings account and an ISA with KR in their "old" system, and an easy access account in their "new" system, and I have received no notification of my accounts moving, I can login to both old and new systems and nothing has changed yet for me.
They do have lots of notice of scheduled maintenance, perhaps they are moving accounts in groups and failed to move as many as they had hoped.
Have any Kent Reliance customers in this forum been migrated from old to new yet?0 -
mon3ysav3r said:I have a notice savings account and an ISA with KR in their "old" system, and an easy access account in their "new" system, and I have received no notification of my accounts moving, I can login to both old and new systems and nothing has changed yet for me.
They do have lots of notice of scheduled maintenance, perhaps they are moving accounts in groups and failed to move as many as they had hoped.
Has any Kent Reliance customer here been migrated from old to new yet?
I agree that they have not progressed as they expected, but they seem unable to cope with that and have no fallback plan. As a result who knows what is happening now ? I am not expecting any cogent answers if I am able to contact them tomorrow.0 -
I received an Email from them, dated 5th September, mainly regarding updated terms and conditions, however, it did also say ....
"When will these changes apply from?The changes will apply to your accounts from the date they move to the new Online Services. This will be after 05 November 2025 and we’ll let you know the exact date, closer to the time."
Ive not heard anything more since then.
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I have an EA account on the old system and have not been informed of any date for the transfer as yet.1
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Have an easy access account with KR.
After receiving text and email confirmation on Monday ( 6th) that my account was now live in the new online account, I then registered for the new account the following day using the link provided in the email.
Everything went smoothly with a new username and password I supplied, and now have 2 factor access to the account.
Only gripe is I far prefer biometric app account access which I have for some other accounts, but it has taken KR a long time to modernise their online access, so an app is bit much to expect at this point.
Their instant access rates at well below 4% are not brilliant, so I keep it open with a small balance in case they offer notably improved rates in future.0 -
poseidon1 said:Have an easy access account with KR.
After receiving text and email confirmation on Monday ( 6th) that my account was now live in the new online account, I then registered for the new account the following day using the link provided in the email.
Everything went smoothly with a new username and password I supplied, and now have 2 factor access to the account.
Only gripe is I far prefer biometric app account access which I have for some other accounts, but it has taken KR a long time to modernise their online access, so an app is bit much to expect at this point.
Their instant access rates at well below 4% are not brilliant, so I keep it open with a small balance in case they offer notably improved rates in future.0 -
SH88SH88 said:I received an Email from them, dated 5th September, mainly regarding updated terms and conditions, however, it did also say ....
"When will these changes apply from?The changes will apply to your accounts from the date they move to the new Online Services. This will be after 05 November 2025 and we’ll let you know the exact date, closer to the time."
Ive not heard anything more since then.
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mon3ysav3r said:
Have any Kent Reliance customers in this forum been migrated from old to new yet?1 -
I presume once you sign up to the new system and can access your accounts there then that account(s) on the old website/system will end soon.
I have an Easy Access Account and the process was pretty seamless to be honest - guess there are always going to be some issues for some people.
It seems this easy access account really is easy access now instead of the old pre 3pm limit they had - so at least an upgrade on that point.
I like the new website as well - better than the old one...simple and clean.0 -
poseidon1 said:Have an easy access account with KR.
After receiving text and email confirmation on Monday ( 6th) that my account was now live in the new online account, I then registered for the new account the following day using the link provided in the email.
Everything went smoothly with a new username and password I supplied, and now have 2 factor access to the account.
This was the advice I received regarding my query around my migration.
Due to privacy and security reasons, we would not be able to share any account specific information over the emails.
In this case, we request you to call us on our helpline number and we'll be more than happy to assist you.
0345 122 1120, our opening hours are 8am-7pm Monday-Thursday, 8am-6pm Friday, 9am-2pm Saturday. (Lines closed on Sunday).
Thanks,Customer Service Team
I phoned the Customer Support number and was told that the migration team was closed on Saturdays (when I have free calls). I must ring another number during the week at my own cost. So they were not really very helpful at all.
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