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Post by loadsamoney on Jul 22, 2018 3:01:03 GMT
When I log in to my IFISA dashboard, it shows money in my wallet, offers, and loans. When I go to the withdraw page it shows £0 in each case. I cannot withdraw money. But if I go to make a manual offer it would let me (although I don't want to). Is anyone else having this problem? I have contacted LW direct, with no response yet. Matthew |
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Post by Matthew on Jul 22, 2018 7:28:54 GMT
When I log in to my IFISA dashboard, it shows money in my wallet, offers, and loans. When I go to the withdraw page it shows £0 in each case. I cannot withdraw money. But if I go to make a manual offer it would let me (although I don't want to). Is anyone else having this problem? I have contacted LW direct, with no response yet. MatthewHi loadsamoney - thanks for flagging this, this sounds very odd. If it doesn’t sort itself out within the next hour or so please let me know. If you could provide as much detail as possible to customer service that will help them to resolve quickly if it hasn’t already been sorted. Thanks
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Post by loadsamoney on Jul 22, 2018 7:48:23 GMT
Thanks, Matthew. Impressed you should drop by on a Sunday, all in the morning early. It's been that way for a couple of days, so I doubt it will fix itself by magic today. Not panicking at the moment, but I've never had this problem before. I'll hope for a response from customer service tomorrow, and perhaps someone will get the spanners out and fix it. Best. |
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Post by loadsamoney on Sept 11, 2018 3:33:06 GMT
Well, Matthew ... After some exchanges with customer services, and time having gone by, I still have the problem that on the withdrawals page it shows a row of zeroes. If I just ignore that I can cancel offers, withdraw available money etc., so I just accept it. Now I have a further concern: I like to keep my IFISA at £20000, and withdraw any excess as income. So if I log in and see my account total is £200xx.xx, I cancel an offer, withdraw the £xx.xx, and manually reoffer the rest. All well and good, except while the £xx.xx doesn't immediately disappear from my wallet (until processed) and my reported account total remains at £200xx.xx, if I add up the wallet, offers, and loan figures they only come to £20000. This presumably means that when the £xx.xx does finally get processed my total will be less than £20000 by that amount. So I guess the £xx.xx was never really there. Curious, and more than a little irritating. So we checked my daughter's account to see if she had a similar problem. And she does. She has an IFISA with £5000 in it, and just as I do she withdraws excess as income. 2 days ago she withdrew £yy.yy excess, email confirmation arrived saying 'transfer settled', checked bank account and £yy.yy all received. Logged back into LW website to see that her wallet still showed the £yy.yy, but her account total (including the mythical amount in her wallet, which would presumably at some point disappear) is only £5000. Anyway, just to be on the safe side, she manually reoffered the £yy.yy, which was accepted. Now, as long as her account remains at £5000, no problem, but I suspect that at some point it will be discovered that the £yy.yy which was manually reoffered wasn't actually there. I assume, therefore, that a similar thing happened in my case: a previous withdrawal processed, confirmed as settled and received to bank but still showing fictitiously on the account. Obviously I have written to customer services about my concern, and my daughter will too, but I think our joint experience suggests that there is a more general problem re: account reconciliation here. I'm not suggesting any financial loss has been incurred, just that (in my case at least) I have been confused by the website into withdrawing money that wasn't there, and which (it not being a flexible isa) I can't replace. A bit of a headache, accounting-wise, and one which could easily be compounded by further withdrawals. |
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Post by Matthew on Sept 11, 2018 8:40:04 GMT
Well, Matthew ... After some exchanges with customer services, and time having gone by, I still have the problem that on the withdrawals page it shows a row of zeroes. If I just ignore that I can cancel offers, withdraw available money etc., so I just accept it. Now I have a further concern: I like to keep my IFISA at £20000, and withdraw any excess as income. So if I log in and see my account total is £200xx.xx, I cancel an offer, withdraw the £xx.xx, and manually reoffer the rest. All well and good, except while the £xx.xx doesn't immediately disappear from my wallet (until processed) and my reported account total remains at £200xx.xx, if I add up the wallet, offers, and loan figures they only come to £20000. This presumably means that when the £xx.xx does finally get processed my total will be less than £20000 by that amount. So I guess the £xx.xx was never really there. Curious, and more than a little irritating. So we checked my daughter's account to see if she had a similar problem. And she does. She has an IFISA with £5000 in it, and just as I do she withdraws excess as income. 2 days ago she withdrew £yy.yy excess, email confirmation arrived saying 'transfer settled', checked bank account and £yy.yy all received. Logged back into LW website to see that her wallet still showed the £yy.yy, but her account total (including the mythical amount in her wallet, which would presumably at some point disappear) is only £5000. Anyway, just to be on the safe side, she manually reoffered the £yy.yy, which was accepted. Now, as long as her account remains at £5000, no problem, but I suspect that at some point it will be discovered that the £yy.yy which was manually reoffered wasn't actually there. I assume, therefore, that a similar thing happened in my case: a previous withdrawal processed, confirmed as settled and received to bank but still showing fictitiously on the account. Obviously I have written to customer services about my concern, and my daughter will too, but I think our joint experience suggests that there is a more general problem re: account reconciliation here. I'm not suggesting any financial loss has been incurred, just that (in my case at least) I have been confused by the website into withdrawing money that wasn't there, and which (it not being a flexible isa) I can't replace. A bit of a headache, accounting-wise, and one which could easily be compounded by further withdrawals. Thanks for your note loadsamoneyI will pick up with the customer service team to see where they got to with this and I'll let you know if I can shed any light. I can confirm though that there is no reconciliation issue as we reconcile client money balances to 5dp on a daily basis and something like this (offering money which wasn't actually available) would immediately flag an issue. It is more likely that it is a cache issue, but an issue which should be resolved nonetheless.
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Post by loadsamoney on Sept 11, 2018 15:42:25 GMT
Thanks Matthew, for your response, as well as your welcome and encouraging engagement with this forum. I have spoken to Customer Services, and I must say Husnain was bending over backwards to assist, but I'm not sure the situation is resolved. However, I am going to keep an eye on things and will recontact CS/H if need be. |
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marka
Member of DD Central
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Post by marka on Sept 13, 2018 16:52:59 GMT
Another issue with the amounts not totalling what they should do....
I've only noticed this for the first time today, so whether it has ever occurred previously I can't say, but I've never noticed before and I log into all my P2P accounts at least once a week just to check everything is as it should be.
I have my non-ISA account set to withdraw repayments automatically (monthly). When I log in today I see that the "On loan" amount and the "Total Classic amount" are about what I'd expect part way through the month with the repayments so far made, but my "Classic Wallet" is only showing £0.01. I think this odd penny is probably fractional and always there, so in effect the entire difference between the "On loan" and the "Total Classic Account" is missing. It should be in the wallet awaiting auto-withdrawal at the end of the month.
I'm not claiming any financial loss here (yet?) as the total looks right - just that the display of the wallet is wrong.
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Post by Matthew on Sept 14, 2018 7:38:49 GMT
Another issue with the amounts not totalling what they should do.... I've only noticed this for the first time today, so whether it has ever occurred previously I can't say, but I've never noticed before and I log into all my P2P accounts at least once a week just to check everything is as it should be. I have my non-ISA account set to withdraw repayments automatically (monthly). When I log in today I see that the "On loan" amount and the "Total Classic amount" are about what I'd expect part way through the month with the repayments so far made, but my "Classic Wallet" is only showing £0.01. I think this odd penny is probably fractional and always there, so in effect the entire difference between the "On loan" and the "Total Classic Account" is missing. It should be in the wallet awaiting auto-withdrawal at the end of the month. I'm not claiming any financial loss here (yet?) as the total looks right - just that the display of the wallet is wrong. Hi markaThere appears to be a display issue on the dashboard which we're looking into. The balance being withdrawn is showing in your 'total account value' as it hasn't yet left your account. However, it's showing as already deducted from your wallet - in reality it's still sitting in pending withdrawals. Hopefully this should be sorted out today. Rest assured there is no financial loss - it's just a display issue. Thanks.
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marka
Member of DD Central
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Post by marka on Sept 14, 2018 11:44:25 GMT
Thanks Matthew.
It still the same at present, but I'll just wait and see what happens on or around the 28th when the withdrawal should occur.
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n
Member of DD Central
Yet another Nick
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Post by n on Sept 15, 2018 11:03:09 GMT
Thanks Matthew. It still the same at present, but I'll just wait and see what happens on or around the 28th when the withdrawal should occur. I am having the same issue, but I have a weekly withdrawal on a Friday. That did happen yesterday as it should so no worries.
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Post by carol167 on Sept 20, 2018 6:51:42 GMT
I am also having the same problem.
Amount showing in classic wallet seems fixated on the same amount everyday when it should be slowing growing until the auto withdrawal on a friday (to balance my account as the ISA grows - don't want to exceed my self imposed maximum investment amount).
It only seems to be a display issue as it withdrew last Friday much more than the wallet was showing.
I have emailed customer services.
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n
Member of DD Central
Yet another Nick
Posts: 880
Likes: 461
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Post by n on Sept 20, 2018 8:47:35 GMT
I am also having the same problem.
Amount showing in classic wallet seems fixated on the same amount everyday when it should be slowing growing until the auto withdrawal on a friday (to balance my account as the ISA grows - don't want to exceed my self imposed maximum investment amount).
It only seems to be a display issue as it withdrew last Friday much more than the wallet was showing.
I have emailed customer services.
If you click on 'More' in the wallet tile the true numbers are revealed. 
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Post by carol167 on Sept 20, 2018 10:04:22 GMT
I am also having the same problem.
Amount showing in classic wallet seems fixated on the same amount everyday when it should be slowing growing until the auto withdrawal on a friday (to balance my account as the ISA grows - don't want to exceed my self imposed maximum investment amount).
It only seems to be a display issue as it withdrew last Friday much more than the wallet was showing.
I have emailed customer services.
If you click on 'More' in the wallet tile the true numbers are revealed.
Now I'm confused. It says "You currently have £119.59 in your Wallet. This is made up of £23.17 which is available to lend out or withdraw and £96.42 of pending withdrawals. Automatic withdrawals will be shown as pending until processed. " Yet I have it set to auto withdraw everything every friday. The £23.17 is the value showing in the dashboard. I'm fairly sure it's been saying that since at least sometime last week. I'll watch what happens more closely on Friday.
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n
Member of DD Central
Yet another Nick
Posts: 880
Likes: 461
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Post by n on Sept 20, 2018 10:14:21 GMT
If you click on 'More' in the wallet tile the true numbers are revealed.
Now I'm confused. It says "You currently have £119.59 in your Wallet. This is made up of £23.17 which is available to lend out or withdraw and £96.42 of pending withdrawals. Automatic withdrawals will be shown as pending until processed. " Yet I have it set to auto withdraw everything every friday. The £23.17 is the value showing in the dashboard. I'm fairly sure it's been saying that since at least sometime last week. I'll watch what happens more closely on Friday.
That is the way mine works also. From time to time small amounts appear which don't ever get withdrawn automatically, I think when lw make manual payments or loans get paid back early. Your £119.59 will be paid out automatically, but to get your hands on the £23.17 you will have to make a 1-off withdrawal request.
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Post by carol167 on Sept 20, 2018 10:27:14 GMT
Now I'm confused. It says "You currently have £119.59 in your Wallet. This is made up of £23.17 which is available to lend out or withdraw and £96.42 of pending withdrawals. Automatic withdrawals will be shown as pending until processed. " Yet I have it set to auto withdraw everything every friday. The £23.17 is the value showing in the dashboard. I'm fairly sure it's been saying that since at least sometime last week. I'll watch what happens more closely on Friday.
That is the way mine works also. From time to time small amounts appear which don't ever get withdrawn automatically, I think when lw make manual payments or loans get paid back early. Your £119.59 will be paid out automatically, but to get your hands on the £23.17 you will have to make a 1-off withdrawal request. Ahhhhh... that makes more sense. I'll do that then.
Thanks
:-)
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