Review Time
I've had a very concerning experience when attempting to transfer my ISA, GIA, and SIPP from my current provider to Freetrade.Freetrade support raised a query stating that the transfers could not proceed because my personal details did not match. It emerged that a member of the Freetrade team was manually retyping information from the electronic transfer form I completed in the app onto another internal form to process the request. In doing so, they misspelled my surname and incorrectly entered my date of birth.This is a worrying lack of attention to detail for a process that involves transferring money.There was no apology whatsoever for these errors and I have cancelled my transfers.
Wish Tr^ding212 would hurry up and introduce a SIPP to the uk market. Tr^ding212 has a much better app, FULL ACCESS TO PRE/AFTER MARKET stocks unlike freetrade which limits this?Obviously freetrade have now abolished the SIPP monthly fee but this won’t keep customers in my opinion once Tr*ding212 offer a SIPP. Also the fact that the original founders of freetrade sold out to IG group is a kick in the teeth. Freetrade feels very dated and babyish to use, feels uninvested as an app and that IG group just bought freetrade for the customer database. If you’re thinking of opening up a ISA head straight to Tr^ding212 and give freetrade a wide berth.
Freetrade is not free and miss leading incentives to more your pension to them but then will not pay out the reward advertised. I'm currently stuck with them because of the fee it will cost to move funds out, it will force a sell on held funds and then cash transfer.
I've been with Freetrade for 2 years and have had a largely frictionless experience. I was impressed recently when they automatically moved me from a paid tier to a free tier, as the main feature I used, the S&S ISA, was being added to the free tier subscription. A good experience!
I have been with freetrade for about 5 years with no real issues but then no issue to complain is no need to contact support until recently. Two weeks ago they sent me an email requiring me to update my id through their app which I promptly did, it initially said it would take a few minutes but I received a reply "we have all the info we need sit back we'll be in touch within two days" at which point I was locked out of my account, that was over two weeks ago. I have sent multiple emails to support and complaints and have not had a single reply back to any email to say why, other than a reply bot saying "we have received your email someone will be in touch within 3 days." What a joke that turned out to be. To say I find this treatment appalling is a huge understatement. I have not had acknowledgement that they are processing my id,questions or complaint or even if they are still in possession of my assets. Two weeks without a single message to say what is going on and why the delay is a downright failure in my book and I will be using ever single tool at my disposal to get an explanation for this behaviour and treatment of what should be a valued customer, you have been happy enough to take my annual subscription ever year and now be treated like this at the first occasion is disgraceful and disgusting.
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