I cashed in an ISA. I opened an online saver with the same provider, but the money had to boomerang through my current account (with the bank that I've been with for 30 years ...). I sent an experimental £5 through, to link up the accounts, I'm not sending ISA-level money unless I know I've got the right details. My £5 appeared in my new online saver account, so I sent the rest of the ISA proceeds through. And promptly got caught up in my own bank's fraud software. Sigh ...
They phoned me. Banks tell us all the time not to give security details to unsolicited callers, so I refused to answer any questions. They gave me a reference number (and I realised by that, that they were probably legit, but still ... a bank will use any excuse to get out of their financial obligations, so I didn't budge).
That was yesterday. I called them today, on a number I knew, and had to spend 45 minutes giving security answers, telling them my transfer was legit, etc, etc, etc, ad infi-bleeding-nitum. I thought my head was going to explode. They refuse to use email. They refuse to use their own secure messaging system. They say their reasons for that, of course, but the important thing to me right now is their refusal. In the end, they offered to delete my phone number from their records - that means that the delay will actually be longer of course, as the first I'll know about it is (apart from watching the website) is a letter. I can live with that, for the sake of my blood pressure if nothing else.
In the past, their fraud software has frozen my account when I unexpectedly bought some nails from B&Q, total price £1.50. While payments to my builder of £3,000 went unremarked. The more cashless we get, the more the admin fallout is going to waste our time