Nervous about depositing funds - ig tried to withdraw 10 x more money from bank account

[ReenaVerma]

Hi There, 

I setup a trading account with ig.com this afternoon, so I could specifically trade shares on ASX. 

As I'm a new user and never used ig.com before, I wanted to test deposit a small amount of money into my account. 

1. So I typed in £100 and attempted to deposit this much from my bank card.  I was alerted with a message/prompt, which stated I need to withdraw £250 as a minimum.

2. So I then tried to withdraw £250.  And the ig.com web page, when wanted me to open my mobile app to approve the purchase.  

SCREENSHOT BELOW, (cropped to remove my account id).

To my horror, I instantly saw when I logged in that ig.com had attempted to withdraw £2,500 from my bank account!!!   I "cancelled" the deposit immediately, however this is showing as "pending" still with my bank.

Has this happened to anyone before?  I am nervous and worried about depositing money into ig.com, as my first experience with them so far has been not good.

To make things worse, I called up up ig.com customer services and the advisor told me, that "I" had apparently attempted to deposit £2,500 twice myself.  And the only way I could have done this, is by typing in 2500.

I told him this is not true and I have a screenshot, with my account id included, which clearly shows 250.00 GBP.

So far, I'm super concerned that IG systems have logged 2 "transactions".  Which both were no £2,500.

The customer service guy didnt even want to see my screenshot.  He confirmed both transactions have been cancelled. And I've asked my bank to not let this pending transaction process.

However, so far ig.com website seems highly untrustworthy.

Has anyone else experienced similar issues today?

 

[ArvinIG]

10 hours ago, ReenaVerma said:

Hi There, 

I setup a trading account with ig.com this afternoon, so I could specifically trade shares on ASX. 

As I'm a new user and never used ig.com before, I wanted to test deposit a small amount of money into my account. 

1. So I typed in £100 and attempted to deposit this much from my bank card.  I was alerted with a message/prompt, which stated I need to withdraw £250 as a minimum.

2. So I then tried to withdraw £250.  And the ig.com web page, when wanted me to open my mobile app to approve the purchase.  

SCREENSHOT BELOW, (cropped to remove my account id).

To my horror, I instantly saw when I logged in that ig.com had attempted to withdraw £2,500 from my bank account!!!   I "cancelled" the deposit immediately, however this is showing as "pending" still with my bank.

Has this happened to anyone before?  I am nervous and worried about depositing money into ig.com, as my first experience with them so far has been not good.

To make things worse, I called up up ig.com customer services and the advisor told me, that "I" had apparently attempted to deposit £2,500 twice myself.  And the only way I could have done this, is by typing in 2500.

I told him this is not true and I have a screenshot, with my account id included, which clearly shows 250.00 GBP.

So far, I'm super concerned that IG systems have logged 2 "transactions".  Which both were no £2,500.

The customer service guy didnt even want to see my screenshot.  He confirmed both transactions have been cancelled. And I've asked my bank to not let this pending transaction process.

However, so far ig.com website seems highly untrustworthy.

Has anyone else experienced similar issues today?

 

Hi @ReenaVerma,

 

1. The minimum deposit of GBP 250 is normal, it is stated on the deposit funds page next to the field where you enter the amount :

 

2 . The page that comes up to verify/confirm your transaction is not managed by IG. It is your bank pop-in a verification window. 
It is possible that you made a typo on  the amount the first time.
There are 2 declined transaction on your account on for 250 one for 2500.

I would recommend to call us on 0800 195 3100 while you are trying to make a deposit for live assistance.
Card payments are immediate, if there is no amount on your balance it would mean that they were declined. Your bank might take a day or two to change the pending status on their end.

I hope that it helps.

All the best - Arvin
 

[ReenaVerma]

Hi Arvin, 

I definitely did not type 2500.  I think this is the most frustrating part of the dialogue with your team. 

My attempt was for £100.
My second attempt was for £250.  And my screenshot clearly displays this.

There is clearly a problem with your website and for whatever reason, why the transactional amounts being passed from ig.com, to your records/database. And to my bank, don't seem to tally up.

Please could you ask your web team to look into this issue? Or if there is a general bug with your website?

I dont why know you're asking me if I typed in 2500, twice?  When I have clearly stated for the third time, that I did not.

Thank you,
Reena

Edited August 16, 2021 by ReenaVerma

[AndaIG]

Hi @ReenaVerma

I can confirm that there are no issues with the system. If you are still nervous about your first deposit you are welcome to contact the helpdesk who will be able to facilitate this on your behalf. 

Kind regards

Anda