A & L Direct ISA 4 - severe backlog!

Isacol

My first time on here and registered because I was so incensed by A & L attitude. I started the process of transferring an ISA to their Direct ISA 4. All went well and the previous bank sent me a closing statement dated 16th May and the cheque was sent to A & L on that day. No money in my new ISA last Thursday (5th June!) so rang up - backlog and still working on 9th May !! However, we're not to worry because they will backdate interest. They forget 2 things: a) it's our money not theirs and b) it's an instant access ISA. Rang back today (10th June!) - still say they are working on 9th May! How do I access my money now? I have to go back to the original provider and ask them to cancel the cheque and re-instate the original account!! Am still awaiting call back from A&L manager after 2 hours. Another example of the customer coming 2nd.

funkyhitman

9th May still! They have been saying this for well over a week! Infact...has it been 2 or even more?

simpleguy_blr

I was also about to loose my patience and call them once again, but thought let me check it once again and finally mine appeared on their Web Site today.

Looks like they are clearing their Backlog finally, and as they had promised they have back dated it to the 16th of May.

King_Weasel

I too am still waiting for my ISA transfer to go through. Reading this thread, I'm glad I took the precaution of doing a partial transfer so that I still have some cash available with the previous provider if I need it.

I recommend this approach for any transfer, not just to A&L, if you think you might need some urgent cash.

MPH80

I've had two transfers going into this account. The first was confirmed as leaving the other bank on 8th May and I've been chasing A&L for about a week about this one. They keep telling me that all transfers are being completed within the "required" 30 days of receiving the transfer order. I have to keep pointing out that they clearly aren't.

Getting very frustrated now. Glad to hear it's not just me though.

No.1cashcow

I also am waiting for a transfer to go through to A & L, my previous provider Cov.B.S. sent money 12th May, so exactly a month today. I also only get the 30 day rule quoted. Am getting more disillusioned by the day, will be more cautious another time and as suggested do a partial transfer.

YorkshireBoy

MPH80 wrote: »

I've had two transfers going into this account. The first was confirmed as leaving the other bank on 8th May and I've been chasing A&L for about a week about this one. They keep telling me that all transfers are being completed within the "required" 30 days of receiving the transfer order. I have to keep pointing out that they clearly aren't.

Similar situation here. Opened the A&L account second week in April, transfer request sent 4 days later, and money transferred from other provider 1st week in May. Still not processed at A&L nearly 6 weeks later. Cheque now assumed to be 'lost in post'!

Logged an official complaint with A&L 3 weeks ago, but because things STILL haven't improved I rang the FOS today for advice. Explained the situation and they suggested THEY should make another complaint on my behalf to the other provider. Apparantly, they should have procedures in place to monitor the speed of cheque encashment! New one on me.

Spoke to both providers today, and informed them of the FOS's involvement. My transfer will now be done manually by a dedicated member of staff at each organisation. In effect, I jump to the front of the queue.

I've been informed by both organisations that I WILL NOT lose any interest, and I WILL be compensated for my time and trouble in trying to get this resolved.

No.1cashcow

No.1cashcow wrote: »

I also am waiting for a transfer to go through to A & L, my previous provider Cov.B.S. sent money 12th May, so exactly a month today. I also only get the 30 day rule quoted. Am getting more disillusioned by the day, will be more cautious another time and as suggested do a partial transfer.

Amazingly..within half an hour of posting this, I had email from A&L to say transfer is now complete and in account! I wonder who's reading these posts....

pauldreed

Same experiences here.
I have waited since 14th April for my issue 2 ISA's to be transferred to the higher paying issue 4 ISA's and still no joy.
I have sent them countless electronic messages but just got pre-formatted and useless replies.
I also rang them and asked to speak with a Supervisor, and was told that one would ring me back ASAP. I'm still waiting...
Online & telephone customer service is apaulling.
Eventually today I went into my local branch and lodged 2 formal complaints against them.
At least the branch staff are courteous and helpful.

metalfury

I've been having the same problem. My first transfer request went over the 30 days and was 'lost' so I sent in another one which was actioned in a couple of days. The annoying this is that I lose out on the backdated intrest because they never received the first form. Grrr!

I've been receiving the same preformated secure messages as everyone else! - I'm just trying to find out if the very quick transfer was from the first or second form I submitted, I maybe able to get that backdated interest after all!

Last year I transfered in the branch and it was no problem at all; I'd recommend making an appointment and doing it that way in the future.

MPH80

Stunningly - having made this posting - The first transfer has appeared in my A&L account and I have confirmation from Kent Reliance that the second cheque was sent as of June 10th. I guess, given the last timescale - I'll be waiting until July 15th for the money to show.

In fairness to A&L - the transaction is recorded as being the day after Egg sent the cheque - so they have done their work there.