Intelligence Finance migration to Bank of Scotland completely ballsed up.

31redland

mwaawm said:

Anyone else experiencing the pleasure of having offset savings and mortgage accounts  migrated from Intelligence Finance to Bank of Scotland?
The experience to date has been an appalling joke and inspired no confidence in this bank at all and I will be cutting ties and getting my money out ASAP. Here's a list of issues experienced:
1. No closing balance provided in writing or electronically from intelligence finance to date even though they closed my accounts back on 17th November
2. They had my telephone contact details wrong so couldn't send me my online banking activation code and I had to request they post it and then await 3 days for it to arrive
3. They are currently unable to display my mortgage balance in either their online banking platform or their banking app
4. Having activated the online banking once i received the activation code in the post I corrected the phone contact details and then also phoned them to get an up to date mortgage balance, once I subsequently tried logging into online banking again it states my contact details need updating and I can do this by phoning them or gong into a branch. Phone them and they are unable to give me access say that as I've updated the details online this can take up to 3 days to take effect so again I remain locked out of my accounts.

Wasted a good hour of my day on this and lost interest due to money been sat in an offset account that I wanted to transfer into a savings account I hold elsewhere.

I've been going through a horror show with Bank of Scotland and trying to get access to Intelligent Finance savings to pay off the mortgage. It's been going on since November and they have stonewalled and lied and obfuscated. Refusing me access to my money, telling me I had to prove who I was all over again, telling me that my driving licence would be fine, then telling me that it wasn't and that I needed to take a train to London to go and retrieve my passport. I have spent hours and hours on the phone to them. They are still ignoring the complaint. This evening I wrote to my MP and to BBC Moneybox. I have sent them call logs and documentation of the expenses I've incurred trying to get access to my money. Bank of Scotland then accused me of not paying the mortgage off when I finally did retrieve my money, which was a complete lie because I had sent them over £125, 000. And then for reasons they still can't be arsed to explain they sent it back! It's like being in a vortex of mirrors with misinformation and lies and everybody ignoring you. I have point blank told them I'm not paying a penny of interest from the day on which I first tried to get access to my money and they told me there was a block on my account but refused to tell me why! The agonising saga continues.

31redland

Flying_Doctor said:

An absolute shambles. They ''lost'' £50k of offset finances of mine!!! 26 people spoken to over 8 weeks. 3 branch visits (lasting up to 2 1/2 hours each time.) Over 8 hours of my life wasted. Complaint registered. Letter arrives 4 weeks later to say it has NOW been registered!!!! Bank of Scotland ? More like Bank of S....

Very similar experience. I think it's only a matter of days before they get a cascade of national media coverage for their completely fraudulent bungling.

BG22

I'm not impressed with the IF transition to BOS. They still, some 3 months later, haven't got a mortgage account app set up, so you can't see your balance, alter your payments or do anything online. I was told there were some glitches with the mortgage book transition, although the offset savings account was set up OK but I still can't tell if the offset facility is working currently.

prixon

same here, unable to view mortgage balance in BoS app or website although bizarrely, if you have a current account with Lloyds and/or Halifax (all part of the same group of course) the BoS mortgage balance is listed in their respective mobile apps - just not the BoS one. I still can’t entirely reconcile the balance though as there is no view of transactions and it doesn’t exactly equate with the accumulated monthly payments (and offset interest) that I do have visibility of since transfer from IF. As someone already said, quite a ballsup!