Cannot speak to anyone who can make a decision
When my existing isa came to a two year end, I was asked if I would like to reinvest. I agreed to this at a decent rate offered at the time. Then I kept getting emails asking me if I wanted to reinvest or verify my bank details. After continuously doing what the emails requested and continually phoning agents who promised to sort it out, it was finally resolved four weeks later. By this time the rate had dropped and I had to convince an agent that initially I was offered a better rate, this, thankfully the agent agreed to
Reply from Shawbrook