Alliance & Leicester Mini Cash ISA

I only started to question my (poor) Mini Cash ISA rate when I received a letter saying that my account would become dormant if I didn't respond to the letter. I then checked my rate and realised how poor it was.

Hi, I'm all very new to this sort of thing so bear with me if I whinge inappropriately, but I am so frustrated with my Cash ISA. I was very interested to read sedujma's review, as I too have received a letter from A&L to say that my 2008/09 Premier 2 ISA is invalid - apparently because the info they needed from the Branch wasn't recieved.

The story goes like this: Opened a Saver Plus Account during March to qualify for the 10% ISA rate. Had my salary transferred into this account (to be eligible) On April 7th paid £3,600 into my ISA account. Great - job done! Wrong! On 8th May I received a letter from the Branch Manager saying "it is believed that the original application was incorrect or incomplete." Called into Branch, was assured everything was ok, info had been sent but it was Head Office that was unable to cope. Good job done? No! Recieved another letter on 19th June saying the ISA was invalid and to withdraw my money within 14days.

1. The Branch and Head Office both deny its their problem - well it certainly isn't mine! (Ive had a go at logging a complaint)

2. If I withdraw the cash I cant open another ISA elsewhere as HM Revenue & Customs will have me down for this one

3. If I withdraw the cash I will be deemed as having used up my allowance.

4. I'm just sitting here now waiting for something to happen....

I'm fed up!

Went into branch after 5 weeks and was given lame excuse for delay - extremely busy etc. Phoned the following week and a person in the call centre told me the delay was the fault of the Inland Revenue. What happens to my interest and is it worth transferring a poorly paying isa?. My previous provider sent a cheque to A & L 6 1/2 weeks ago.

I went in to my local branch at the beginning of May to open their new cash ISA, filled in app form, gave a cheque for full years amount and completed transfer form for some previous years ISA with another bank to be transferred to A & L. After numerous visits and phone calls I was told the lSA was invalid due to app form not being completed in time (complete mystery as sent in by branch). I have now been informed they have credited my account to my ISA - which is this, the invalid one! I can't access my money as can't get registered on the internet. The whole thing has been a disaster.

Appalling customer service, this issue is not being handled by their customer service complaints department. I have never before experienced such bad service from an ISA provicder.

Alliance & Leicester allowed me to invest twice the maximum sum allowed in a savings account for a year before I realised my stupid mistake and challenged them as to why I had had no message warning me of the potential loss of interest. I said it was their duty to customers to do so and a very small addition to the software that runs the account would have allowed a warning message to be sent out automatically - as indeed they would do if I had fallen below the permitted minimum balance allowed on an account. All they said was "it's you own fault". True, but they lost the whole of my £60k investment and any opportunity of managing my money ever again!

This has to be the worst service I have received from an internet account provider. Everything about it is a nightmare. My fault really. When I was being sold this product there was a customer in the A&L complaining that they never answered the phone when she called even if she used the branch telephone service and that the staff were rude... should have listened. As soon as the bonus is paid out I'll be moving my money.

My experience with A & L did not fill me with confidence in their customer service, I had been drawn by their good product offers and lack of confidence in my existing bank. The recorded telephone message is not the best way to communicate with potential customers. On visiting the local branch to open my accounts there was nobody manning the customer service desk and there was only 1 counter to serve customers. I am very pleased with the products offered and A & L will have the term of my ISA for me to decide if I will continue with them after that. Come on banks - get your fingers out and start backing up your products with good service.

Phoned the number on the website to make an appointment on a Saturday, but they could only give me 10 am three weeks from now!

The customer service agent couldn't even find my branch on her system when I found it in seconds.

She just kept telling me how very busy all their staff were and couldn't I get in during the week (I work full time no where near a branch)

Not having enough staff to deal with the ISA season is not a customers problem and I will go elsewhere as they just don't inspire confidence.

The transfer was messed up completely, taking nearly 2 months to achieve. Communication is A and L's weakest point, and a sneering call centre operative wrongly accused me of being at fault, when they had failed to make out the cheque correctly! I'm the customer! I asked if it was the first time they'd made out a transfer of funds, as it certainly seemed to be. I got the impression they were trying to hang on to my cash deliberately for as long as possible.

It has been nearly 2 weeks since a cheque was issued to be put in my Alliance & Leicester Mini ISA. It has still not been credited, and getting to speak to someone is a joke. At 7am, I had to wait in a queue because all the operators were busy, and when I finally did speak to someone I was told it was the wrong department. I was then told to call an 0870 number, and after listening to the various annoying options, I was then informed by answer machine that the department was not open until 9am. On top of this, there is absolutely no email facility. This is supposed to be a 24 hour bank. I received bad service from an antiquated bank. Stick your money under the floorboards!!!