Do Icesave actually answer the phone?

chissy252

I have spent an hour waiting to get through to them. Today they have transferred funds back to my current account to leave a balance of £3,000 in my ISA when I had accumulated over £9k with my previous provider over the years.

To say I am angry is an understatement. They say on the website you can transfer balances in from other providers.

jonneth

No they dont, ive been trying to ring them for about 2 weeks to get my login details... I spend ages on hold then get cut off, im not amused at all!

10_66

I don't know whether or not it works as I haven't tried using it myself, but there's a geographical number listed on SAYNOTO0870.COM, 0191 2558377. You'd probably need to try during normal office hours.

jem16

chissy252 wrote: »

I have spent an hour waiting to get through to them. Today they have transferred funds back to my current account to leave a balance of £3,000 in my ISA when I had accumulated over £9k with my previous provider over the years.

To say I am angry is an understatement. They say on the website you can transfer balances in from other providers.

Did you fill in a transfer form to transfer from your previous provider?

Just wondered what you mean by transferred funds back to your current account - hopefully you didn't close your ISA and put the funds in your current account before sending to Icesave.

jem16

10_66 wrote: »

I don't know whether or not it works as I haven't tried using it myself, but there's a geographical number listed on SAYNOTO0870.COM, 0191 2558377. You'd probably need to try during normal office hours.

My son used this number yesterday. he got through fine and sorted out his query within 5 minutes.

jonneth

jem16 wrote: »

My son used this number yesterday. he got through fine and sorted out his query within 5 minutes.

Will give it a try in the morning.. *fingers crossed* it will be ok

planemad

Me to, I have called ICESAVE on a number of occasions to ask questions ect on the above number and I have only been kept waiting for no longer than 5 mins and that was at 6pm when I guess everone is trying to call them after they have finished work.

Top marks for ICESAVE from me for thier phone service.

Hope you have better luck tomorrow!

jaqui59

A member of staff at Icesave told me the best time to call them was around 10.00am. Since then ive always rang them at around that time and have got through immediately.

chissy252

jem16 wrote: »

Did you fill in a transfer form to transfer from your previous provider?

Just wondered what you mean by transferred funds back to your current account - hopefully you didn't close your ISA and put the funds in your current account before sending to Icesave.

I did it through the web and thought it was the correct procedure that I had followed, however my ex provider seems to think there has been some breakdown and I have lost the ISA status of the funds less the £3k Icesave have retained.

As for the phone, I waited 1 hour from 4.15 pm until 5.15 pm on their 0191 number and 1 hour from 6.30 until 7.30 on their 0845 number, neither times was I answered.

It WILL be sorted in the morning to MY satisfaction but Icesave will lose out from my other holdings and any other business just for the shocking call waiting scenario in itself.

Thanks for all the feedback folks.

jem16

chissy252 wrote: »

I did it through the web and thought it was the correct procedure that I had followed, however my ex provider seems to think there has been some breakdown and I have lost the ISA status of the funds less the £3k Icesave have retained.

You can't transfer through the web. You apply for an Icesave ISA over the internet and say you are opening the ISA by transferring from another provider. You then download the transfer form, print it off and fill it in. That has to be sent by post to Icesave. Meanwhile Icesave open your ISA with a £0 balance.

Once Icesave receive the form they will send it to your previous provider who will close your ISA and send the proceeds by cheque to Icesave. This can take anywhwere from 2 - 4 weeks.

If you have closed your ISA by yourself, put the money in your current account and then transferred it into Icesave you have not followed the correct procedure. Hopefully this is not what you have done.

As for the phone, I waited 1 hour from 4.15 pm until 5.15 pm on their 0191 number and 1 hour from 6.30 until 7.30 on their 0845 number, neither times was I answered.

It's ver unusual. My son phoned at about 4.30pm on Tuesday.

It WILL be sorted in the morning to MY satisfaction but Icesave will lose out from my other holdings and any other business just for the shocking call waiting scenario in itself.

If you have followed the correct transfer procedure it should be sorted. However if you have not followed it, it's not Icesave's fault.

chissy252

jem16 wrote: »

You can't transfer through the web. You apply for an Icesave ISA over the internet and say you are opening the ISA by transferring from another provider. You then download the transfer form, print it off and fill it in. That has to be sent by post to Icesave. Meanwhile Icesave open your ISA with a £0 balance.

Once Icesave receive the form they will send it to your previous provider who will close your ISA and send the proceeds by cheque to Icesave. This can take anywhwere from 2 - 4 weeks.

If you have closed your ISA by yourself, put the money in your current account and then transferred it into Icesave you have not followed the correct procedure. Hopefully this is not what you have done.



It's ver unusual. My son phoned at about 4.30pm on Tuesday.



If you have followed the correct transfer procedure it should be sorted. However if you have not followed it, it's not Icesave's fault.

Thank you for taking the trouble to explain what should happen, much appreciated.

I did download the form from Icesave and send it to them, however the transfer was done by BACS to them which could be the problem. I'll be speaking to my old provider after 9 am and hear their side of things. I cannot truly remember if I did anything else as I have been changing so many accounts over lately.

Thanks again