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Total chaos at Kent Reliance

I received an email on 19 Sept saying my easy access accounts would move over to their new system last weekend (4-5 Oct) and I could register for this online from 6 October. Having tried this several times it appears that my easy access accounts are still on the old system and there is no clear date for any future move. I sent a secure mail asking about this and received a reply that someone would contact me in the near future. Yesterday I received an email saying they could not discuss individual accounts on emails and requested I phone them (weekdays only).

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.


Comments

  • mon3ysav3r
    mon3ysav3r Posts: 124 Forumite
    100 Posts Name Dropper Photogenic
    edited 10 October at 12:12PM
    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?
  • WOTSWOT
    WOTSWOT Posts: 30 Forumite
    10 Posts Photogenic
    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?
    It is only existing easy access accounts on the old system that are being moved at the moment so in your case I would not expect you to receive any notification on this issue.

    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.
  • SH88SH88
    SH88SH88 Posts: 25 Forumite
    10 Posts Name Dropper Photogenic
    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.

  • mebu60
    mebu60 Posts: 1,728 Forumite
    1,000 Posts Third Anniversary Photogenic Name Dropper
    I have an EA account on the old system and have not been informed of any date for the transfer as yet. 
  • poseidon1
    poseidon1 Posts: 1,836 Forumite
    1,000 Posts Second Anniversary Name Dropper
    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.
  • SH88SH88
    SH88SH88 Posts: 25 Forumite
    10 Posts Name Dropper Photogenic
    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.
    Agreed. However,  I've got a KR D82 account (NLA) which is paying 4.37% (with monthly interest option), so I think that's approx 4.46% AER which is quite decent.  Don't think I've received any notices about imminent reductions either.
  • subjecttocontract
    subjecttocontract Posts: 2,967 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    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.

    I've got an ISA maturing 1st December & hope it's all sorted by then.
  • etienneg
    etienneg Posts: 587 Forumite
    Part of the Furniture 500 Posts

    Have any Kent Reliance customers in this forum been migrated from old to new yet?
    Yes. My wife and I have a joint easy access account with a balance of £1, from the time when they offered a reasonable rate. We keep it in case they offer anything worth having in the future. We have both successfully moved over to the new system. It's just disappointing that they have nothing even close to worth opening at the moment!
  • Xenon
    Xenon Posts: 276 Forumite
    Part of the Furniture 100 Posts Name Dropper
    edited 10 October at 8:16PM
    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.
  • WOTSWOT
    WOTSWOT Posts: 30 Forumite
    10 Posts Photogenic
    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.


    I have not received any confirmation regarding my transfer, which was also supposed to be complete by Monday 6 Oct. Has anyone else received similar confirmation texts and email?

    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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