There is a specific issue with deposits that they’re sorting at the moment, sounds like it could be that. Your money is safe but there is often a manual step to match the accounts when you first join.
There is a specific issue with deposits that they’re sorting at the moment, sounds like it could be that. Your money is safe but there is often a manual step to match the accounts when you first join.
I’m glad they are working on it, but this is something that should be communicated to customers. There should be at least a status page telling people something along the lines “don’t try to deposit funds because it won’t work, sorry.”
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Support /customer service really has gone down into the dumps. I really thought they would have recovered by now, especially with the 25 temps they hired…
I just DM’ed you, Dominic.
The median first response time for Plus members today is 1h 33m.
This is the number in the middle - while some customers got an answer in just two minutes, others waited over five hours.
We are working to push this well below 1h, and we achieved that last week and earlier this week, but Plus signups continue to go strong.
We will continue to scale.
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Thank you, Perhaps now you can look at the issue of my missing funds.1. You have failed to explain why my transaction went missing when there were four before it, done to my GIA account and 2 more after it done to my ISA account which all worked.
2. All were processed in exactly the same way on your IOS App automatically using my Santander account which was pre-populated with the right information and returned to the Freetrade app afterwards which also confirmed the transaction was complete!
I look forward to hearing from you. Well done on improving the response times. Dominic
I just signed up and topped up £1000. I can see the money left my bank immediately, but after 5 minutes on the “this may take a minute page”, I got bored and pressed the back button.
My account screen says I have zero balance, and attempting to contact support just immediately cancels my chat request and suggests emailing with a vague promise of a reply in 5-7 days.
This is an abysmal first impression of a company which, as far as I can tell, has just scammed me of £1000.
EDIT: 2 hours later, I got an e-mail saying the top-up failed and to try using a card payment instead, and when I checked the app, the money was there. The communications could definitely use a little work here…
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