Timescales for ISA transfers

jd84

If you have any trouble transferring out of NS&I, use this number during office hours: 0191 374 5873

They actually phoned me when I had a problem this March and told me to write it down for future use.

GreyPilgrim

5th April. Visited Branch to transfer Barclays ISA and Bradford and Bingley ISA (mine) and Halifax ISA (Mrs GP's)

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Lets skip all of the complaints, phone calls, head bashing etc
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14th May. Letter from Bradford and Bingley telling me that the ISA has been closed and a cheque sent to Nationwide.

23rd June. Established that Bradford and Bingley cheque had been recieved by Nationwide on May 23rd, but still not processed. Told that they had a backlog and were currently processing cheques received on May 22nd, so mine would be done tomorrow

24th June. Halifax ISA account balance showing as £0. Halifax confirm that they have finally received a transfer request from Nationwide and have closed the account accordingly.


So, 1 out of 3 ISA's seem to be done. 2nd ISA 'somewhere in the ether between organisations'. Barclays say they have still not received an ISA request.

Nationwide tell me that since the first ISA transfer request has obviously failed, they have resent another one. the 30 day lead time they promised on April 5th is now reset, and a new 30 day leadtime began on the day they resent it (June 6th)

Awesome isn't. Manage a customers expectations by promising them a service level and agreed delivery date and then simply reset the clock when they fail to meet it.






In terms of customer satisfaction and loyalty, this is a travesty. I am already determined never to use Nationwide again and also to persuade as many people never to use them again - AND THIS IS BEFORE I'VE ACTUALLY BECOME A CUSTOMER OF THEIRS!

Rant over.

GreyPilgrim

And the three 'callbacks within 48 hours' have never materialised either.