It’s been 10 days since I sent a simple email request to customer services asking for an update on my pension transfer out from investengine to trading 212.
I’m not so concerned about the length of time the transfer is taking (6 weeks and counting), but the lack of response to a simple query is worrying.
I’ve had the usual automated acknowledgement/receipt to my query, promising they’ll get to it asap. But without a published phone number, or a live chat, what else can be done?
I wouldn’t mind if I was given a timescale, or told the original query had been lost, or if they sent a follow up email saying we need more time. But being blanked is a terrible experience, and also makes me worry about the organisation.
Hi Bob, this has been an ongoing issue now with IE where customer support, if it even exists these days, seem to ignore to peoples email requests. You only have to read the growing number of related issues on this forum, or read the reviews on Trustpilot where there is similar trend. It is quite worrying and I haven’t even initiated any request…yet.
There seems to be very little you can do other than to keep sending emails. After that, depending how long you want to keep waiting, people have mentioned they contacted the Financial Ombudsman to get things moving.
“…our Support team is currently available Monday to Friday from 5:30am to 9:00pm, and Saturday to Sunday 8:30am to 5:30pm. We will endeavour to respond to you by the next working day.”