RE: HL customer SERVICE Letter 18/08/202122 Aug 2024 14:26
mapp
i too share your frustration. i have held account with hl for 22 years with a standing order each month for £200 to build up capital from income. in 2012, i received an unexpected windfall as my parents began the process of succession planning. a lunch meeting was arranged with their discretionary service to include my accountants, wife, solicitor and secretary. the hl representative was late, had not read my notes and only wanted to push me into funds of their choosing. as the representative had not the basic courtesy to be punctual, i chose to end the meeting after 15 minutes and not include his for lunch. the windfall was not placed with hl. the bulk of my holdings were transferred in specie but i maintained my standing order from habit.
my portfolio is now managed on a discretionary basis and is approaching 8 figure spread over about 100 equities listed on exchanges around the world plus a handful of trackers for good measure.
following the sale of many holdings, i wished to transfer the cash to the same account that had funded the account but needed a code. what a pantomime! but i eventually received the code and the transfer was made. the current value of my holdings in hl is negligible following recent gifts to my children, a little over £7,000.
two days ago, i received an impertinent letter requiring me to "prove" my identity. our house straddles wales and england with both a name and a number. sometimes the house name is placed first in correspondence and others the house number. my account was frozen because the address that i originally registered with hl put the house name first (and that is the same with my driving licence) and the utility bill has the number first with the house name second.
lunacy - the account while hl cannot use common sense has caused a frozen account. my 20 minute call had a s********* representative who tried to deny my request to elevate to a manager to resolve. well, i did elevate matters, i have applied for a data subject access request, require all the telephone conversations, have placed a formal complaint on the representative. in all probability will close the account from a lack of common sense. if i lose £7k in the process, i am fine with that - my portfolio has movement of at least that amount every few seconds.
perhaps things will improve once taken over. cannot get much worse, i wouldn't have thought.