I’m new to Invest Engine. I transferred my ISA in from another provider earlier this month.
I’ve tried to select some ETFs to invest in, but I get a message ‘Temporarily suspended for buying’.
I’ve contacted customer services by email three times - the first time 12 days ago - each about four days apart, but have not had a reply with help to sort it out. I’ve also tried the customer services form, but have had no response.
My balance is showing in my account and Invest Engine appears to be a legit platform, but I’m still a little concerned that I’ve got quite a lot of money (for me) with them and it’s stuck - and nobody is there to help.
Any ideas? Should I find another platform and start trying to transfer to out? The website says I should get a response in a few hours, but something’s evidently wrong.
It is probably just that your information has triggered something that needs a human to approve. Unfortunately, and I keep seeing this here, humans at IE actually doing something (and certainly doing something is less than a day) is rare. Ultimately, all you can do is either wait or move your ISA to another provider. In my experience I would do the latter. If a provider does not have a phone line then in order to retain customer confidence it is essential that some sort of non-automated response is received within a couple of hours. My understanding about moving ISA accounts is that it is triggered by the other provider and IE are required by the regulator to respond to transfer requests within a certain number of days. Ironically such a request is likely to get a ‘please stay’ response from customer services, so that could be a useful tool for you to consider.
Hi there, we’re really sorry to hear this and we have escalated your ticket to the Support team as priority.
Usually a ‘temporarily suspended’ message means you have not successfully selected ETFs in your portfolio.
A member of our team will provide you with further support on how to do this and get your funds invested as quickly as possible.