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Abbey |
The sixth biggest bank in the UK and the second largest provider of mortgages and savings in the UK. It has recently been bought by the Santander group, which is the biggest financial services group in the Eurozone. Abbey has the largest international network of branches.
Abbeys offers mortgages, loans, current accounts, savings, and home insurance. Investments and business banking are all available. They offer life insurance through Scottish Provident, and have a specialist bank for high net worth individuals through Cater Allan Bank and James Hay.
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FYI, the fraud dept in Madrid closed on Feb. Moved to Portugal. Hence, I find hard to believe all these melodramatic stories from those who keep talking about the fraud dept based inn Madrid....
Good luck!!!
Good luck!!!
| Posted by theguyyouspoketo on the 14th June 2008 |  |
I have recently had fraud done on my Abbey savings account. It is now 6 weeks and no money has come back to me. I am constantly chasing the Fraud Department in Spain - you can never get through and they say they are investigating and the money should be back soon. The last straw now is they want to reimburse me with not the correct amount. I am constantly chasing them, never any contact with them. They are absolutely hopeless.
| Posted by Jackie on the 21st April 2008 |  |
Abbey must be the worst bank ever! I have always had problems with Abbey and they are never helpful in any way. It is impossible to get through to the right department and to actually speak to someone, never mind someone who knows what they're talking about.
It was the last straw last month when Abbey rejected my wages coming into my account. My wages had been paid successfully for 4 years. As a consequence, my direct debits took me overdrawn and I am being charged £125. This has been under investigation for 5 weeks and finally Abbey have had the courtesy to write back and say it is not their fault, they never rejected the money, and it is my responsibility to make sure there are funds in my account to cover direct debits at all times. Well, surely my responsibility is to go to work and earn money and trust that my bank won't reject my salary. The letter said to call the above number if I had any more queries. The 'above number' was their telephone banking number! And when I tried to fax them, their fax was busy all morning!
I wrote a complaint a few months back for something else and said that I was so disappointed in Abbey that I was considering closing my account. They wrote back with details of how to close my account! Do not bank with Abbey - it is not worth it!
(This site makes you give a rating so I have given a rating of 1 star, though I am finding it hard to think of anything I would give Abbey a star for - perhaps the little fluffy rabbits they use in their adverts?)
It was the last straw last month when Abbey rejected my wages coming into my account. My wages had been paid successfully for 4 years. As a consequence, my direct debits took me overdrawn and I am being charged £125. This has been under investigation for 5 weeks and finally Abbey have had the courtesy to write back and say it is not their fault, they never rejected the money, and it is my responsibility to make sure there are funds in my account to cover direct debits at all times. Well, surely my responsibility is to go to work and earn money and trust that my bank won't reject my salary. The letter said to call the above number if I had any more queries. The 'above number' was their telephone banking number! And when I tried to fax them, their fax was busy all morning!
I wrote a complaint a few months back for something else and said that I was so disappointed in Abbey that I was considering closing my account. They wrote back with details of how to close my account! Do not bank with Abbey - it is not worth it!
(This site makes you give a rating so I have given a rating of 1 star, though I am finding it hard to think of anything I would give Abbey a star for - perhaps the little fluffy rabbits they use in their adverts?)
| Posted by Beverley Seddon on the 8th April 2008 | |
Don't go near this bank with a barge pole. I teach business studies and I now use this bank to explain what can go wrong when poor customer service meets downright incompetence! The staff don't even know the difference between credit and debit! We went into the bank to close an account and were told that they couldn't close the account because they had withdrawn the overdraft facility. If we brought the account back to zero they would then close the account, but we were overdrawn. They then offered to pay us this money to take our balance back to zero. We politely informed them that we should be paying them money to take the account back to zero. The cashier then told us that there was a problem with the machine and it wouldn't let any cashier withdraw money from the account. Again we told them that we had to pay them the amount owing to bring the account to zero. After a big scene the branch manager said that for some reason it said we owed them money! Hurrah! However we were told that if we payed this and the account went into credit we would them be deemed to be using this account and couldn't then close it. We payed the exact amount into the account and were told that the account would be closed within two weeks without any further problems. After two weeks they closed the account, then they reopened it immediately, charged interest for an undisclosed period and slapped on a 25 pound fine for now being overdrawn. We went back to the bank paid the money and set the account back to zero again and every month the same thing happens! Now they tell us they have lost all the forms asking them to close the account and that it is impossible to close any account in any branch and all accounts must be closed through head office, that this has always been the case and are inferring that we are telling lies. All is in the hand of the financial ombudsman. I had been with this bank for over thirty years, how sad to see it slowly dying a slow and pitiful death!
| Posted by Peter Lowe on the 8th April 2008 | |
I have been with Abbey for more than 20 years. My brother and I share same initials, and used to leave at same address until August 1996. We never had a joint account or mortgage, and have different birth dates.
In March 2007, my brother received my bank statement and my account was frozen by Abbey on the ground of frauds; including cash card and online access. I went into a branch; I was told that I need to go with my brother and with relevant ID’s to claim my accounts back. They can’t take my word for it because I might fraudulently claim my brother’s account. I produced historical statements to show when the name and address had change along with debit card, credit card and passport. The staff at the branch effectively told me they can’t trust what I say based on the evidence presented. They asked me to ring complaint department.
I called the complaint department, they looked at the issue and confirmed something had gone wrong while data was being transferred between their system, while my brother’s record were being updated. A compliant was logged and I was told it will take up to 4 weeks to deal with it. I asked how I keep up with my third party payments, like my mortgages, etc. while they are dealing with the problem. The person on phone spoke the Security and Fraud department and asked me send a fax, requesting to lift the block because there is no danger of fraud since it is my brother whose name is on the account. The following day I sent the fax, unfortunately I did obtain a confirmation of the fax transmission. At this point I had spent day seating and waiting on the calls and at the branch.
The access to my online account became available; I was able transfer money from savings account to the current account, so I assume things were back to normal. I tried to set up online payment to alternative bank account just in case, it failed so I wrote a cheque to transfer the funds. Few days later, I got a letter confirming the failure of online payment because on “certain restrictions” on my account. The cheque did not clear either. So I called the complaint department, they told me to send the fax as requested and the block will be lifted. So this time I went to a branch and asked them send the fax on my behalf and got fax transmission confirmation to prove. A week later, on sign of any progress; account is still frozen. I called customer service, they told me to go a branch with my ID’s to claim my accounts. In the meantime, I missed a payment on mortgage, incurring charges and possible damage to my A1 credit history.
In between countless phone call, 1.5 days of time off and a lot of stress! Customer service is non-existent. I feel completely powerless here.
In March 2007, my brother received my bank statement and my account was frozen by Abbey on the ground of frauds; including cash card and online access. I went into a branch; I was told that I need to go with my brother and with relevant ID’s to claim my accounts back. They can’t take my word for it because I might fraudulently claim my brother’s account. I produced historical statements to show when the name and address had change along with debit card, credit card and passport. The staff at the branch effectively told me they can’t trust what I say based on the evidence presented. They asked me to ring complaint department.
I called the complaint department, they looked at the issue and confirmed something had gone wrong while data was being transferred between their system, while my brother’s record were being updated. A compliant was logged and I was told it will take up to 4 weeks to deal with it. I asked how I keep up with my third party payments, like my mortgages, etc. while they are dealing with the problem. The person on phone spoke the Security and Fraud department and asked me send a fax, requesting to lift the block because there is no danger of fraud since it is my brother whose name is on the account. The following day I sent the fax, unfortunately I did obtain a confirmation of the fax transmission. At this point I had spent day seating and waiting on the calls and at the branch.
The access to my online account became available; I was able transfer money from savings account to the current account, so I assume things were back to normal. I tried to set up online payment to alternative bank account just in case, it failed so I wrote a cheque to transfer the funds. Few days later, I got a letter confirming the failure of online payment because on “certain restrictions” on my account. The cheque did not clear either. So I called the complaint department, they told me to send the fax as requested and the block will be lifted. So this time I went to a branch and asked them send the fax on my behalf and got fax transmission confirmation to prove. A week later, on sign of any progress; account is still frozen. I called customer service, they told me to go a branch with my ID’s to claim my accounts. In the meantime, I missed a payment on mortgage, incurring charges and possible damage to my A1 credit history.
In between countless phone call, 1.5 days of time off and a lot of stress! Customer service is non-existent. I feel completely powerless here.
| Posted by Atit on the 5th April 2008 | |
Been with Abbey as a biz customer for about 4 years, and no problems until now. Went overdrawn by £4, they charged me £30 and there is a letter on the way to be at a cost of £15. Faxed the biz section, no one called back, phoned them got though to a foreign chap, who thank god refunded the money with out too much hassle, but he kept on saying, that there is no point in faxing the bank as complaints are just put in the bin, and no point in putting it in the post as they are in the right and again it will just be put in the bin. Can't believe a customer services person would say that. Well they have lost my biz, for being £4 over, cheque was there but not cleared. They were going to charge me £45!!!
| Posted by jim on the 26th March 2008 | |
I have been with Abbey since the 1980s. They used to be such a good business to deal with, but the last two years they have been god awful.
Incident 1. I arranged an appointment with one of their advisors as to where best to invest some money I had come into. He advised an e-saver direct account. Two weeks later after no word on my application, I received a letter saying this account wasn't available for Abbey customers! Great advice, not...
Incident 2. I went into a branch and made a capital repayment on my mortgage. It was processed as an overpayment, which on an interest only mortgage is plainly nonsensical. Only after several phone calls was I told a letter of apology had been sent out. Amazing that it took ten days to arrive, I mean I knew the mail was bad... or maybe they were lying....
Incident 3. Middle of Australia on holiday. ATM card is refused. I have no cash. I called them at 7 am UK time. Was told that it was because the fraud department had put a hold on the card. I was told they would call me back within the hour. 12 phone calls later, or 8.5 hours later, $AS130 later, I finally spoke to someone who reset my card.
When I get back to the UK, the first thing I will do is close down my 25 year old history with this pathetic outfit.
Incident 1. I arranged an appointment with one of their advisors as to where best to invest some money I had come into. He advised an e-saver direct account. Two weeks later after no word on my application, I received a letter saying this account wasn't available for Abbey customers! Great advice, not...
Incident 2. I went into a branch and made a capital repayment on my mortgage. It was processed as an overpayment, which on an interest only mortgage is plainly nonsensical. Only after several phone calls was I told a letter of apology had been sent out. Amazing that it took ten days to arrive, I mean I knew the mail was bad... or maybe they were lying....
Incident 3. Middle of Australia on holiday. ATM card is refused. I have no cash. I called them at 7 am UK time. Was told that it was because the fraud department had put a hold on the card. I was told they would call me back within the hour. 12 phone calls later, or 8.5 hours later, $AS130 later, I finally spoke to someone who reset my card.
When I get back to the UK, the first thing I will do is close down my 25 year old history with this pathetic outfit.
| Posted by Michael Collins on the 20th March 2008 | |
It has been hell on earth with the Abbey National credit card since my husband got his last November. It's a very long story - but the balance shown on the on-line banking website is always incorrect. They keep adding items twice. The auto-phone balance is correct it is just on line. When my husband first got the card he used it for a few transactions and had the card declined in a store - as Abbey had added everything up twice and made him overdrawn. When we phoned they admitted it was their mistake and would take 48 hours to sort out. Our confidence has now been dented when using the card and certainly cannot rely upon it on holiday. We also found arrogance and rudeness from the call centre staff and now have to deal with our local branch and get them to phone the department. Funnily the girls in the local branch also find the call staff at the credit card department rude. Well I have noticed again tonight that a transaction has been added twice. I am in absolute despair. Its true they are the world's worst bank.
| Posted by mrsmorris on the 20th March 2008 | |
The worst bank ever! As an ex-bank manager myself, I cannot believe that these wasters are still in business. From the way the staff dress (as many tattoos as possible, low cut tops, nothing matching and no uniform), the grubby, queue filled branches to their sheer incompetence! They seem to employ school leavers with no experience and no ideal of customer service! I (stupidly) have opted for an Abbey mortgage and I have basically had to phone them every week (since December 07) as each department never seems to receive the correct paperwork from the other one. My new mortgage should have started next week, but I have just spoken to their mortgage centre again this morning, as yet again, they say they have not received the paperwork from the branch! Aargh! I despair. Thankfully, I understand mortgages and the process of getting one, but if I didn't I think I would have given up by now. I am now an Estate Agent and when we have surveys booked in for houses that are done through Abbey we just laugh. Abbey are famous for their delays in getting out mortgage documents!!! Needless to say, I have made a note of each call, fax and letter and they will be getting a rocket from me in the form of a letter of complaint. Don't touch them - go to Natwest or Lloyds TSB - at least their staff are half decent. I've given one star because you can't give nothing!
| Posted by Katharine on the 14th March 2008 | |
£9440 taken from my account. 1 week later and 5 unreturned calls later the bank gives me two explanations, one the money was paid into the wrong account, two, the cheque bounced. Even when I show them proof the cheque was honoured, I even take them the cheque issuer's statements to show them. Still get no wher!!! No money returned. The bank has lost, taken or stolen my money, and no one cares. The bank is unaware of the APACS 2-4-6 regulations which control how they should deal honestly with cheques and rely upon lies and stubbornness. Can't I give them 0 stars? The worst bank and customer service I have EVER experienced.
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| Posted by jason clark on the 19th February 2008 | |
I have just closed my account with Abbey as they failed to change our records to show our new address after 6 months even though we completed all the necessary forms and provided the correct ID. During the 6 months I went into the branch 4 times and rung them at least once a week, but still our monthly statements were sent to our old address. Finally the owners of our new house started sending back our statements to the Abbey so they put our account on hold and refused to action any payments! Unbelievable - we have finally closed the account, although to add insult to injury the credit balance they should have transferred to our new account with First Direct seems to have been lost! I would never open an account or mortgage with Abbey again.
| Posted by Laura Gilroy on the 14th February 2008 | |
The worst bank. I have ongoing complaint since Aug 2007, now going through Ombudsman. Do not touch.
| Posted by David Norwell on the 13th February 2008 | |
I am very heartened to read so many complaints about Abbey. So it is not just me, the Stafford branch was disgusting in their attitude to me regarding my mother's account. It was the most awful experience, so much so that everything will be transferred, hopefully without having to darken the doorstep of this Mickey Mouse bank again. The full saga is too extensive to report here.
| Posted by Mike Bird on the 4th February 2008 | |
I thought I would have a look at this site for some reason and I can't understand what I'm reading. I bank and save with Abbey for the past 5-6 years since moving from New Zealand and can't fault them. I deal with Abbey Camberley in Surrey who are all great and I am on First name terms with a guy called Martin who sorts out stuff for me all the time. I'm picky about things and he just gets on with it and always calls me back to confirm he's done stuff and I can tell he likes his Job. When I can't go into the branch and have to use the phone, I have a direct number to the branch or when the branch is shut, I call 0845 7654321 and always seem to speak to a British person. If I could give someone a tip, it would be being kind to staff in the branch really helps. I wont lie I've had a charge on my account which was my fault, I just did not check I had enough dollar in my account. I went into the branch and they where great, went through my account sorted out a standing order or two and also sorted out my charge. Once again, can't fault them 10/10. Shame it seems people don't get the same service I and my friends do. Thanks for reading.
| Posted by Mark Zuto on the 26th January 2008 |  |
Awful, awful bank. My complaint has been with them since august 2007 now. Unjustified charges. doubling then taking away of my overdraft. Could go on and on and on. Don't touch with a bargepole.
| Posted by Dave Norwell on the 25th January 2008 | |
I have banked with Barclays for about 50 years, with never a problem. I moved to Abbey seven weeks ago, they have lost all my deposits, including their own counter cheque, and are totally unhelpful. They have £4300.00 of my money and the only answer they have is: call back tomorrow! We have had no money for two months, Christmas eve with £6.45, no presents and no food! Do not bank with Abbey, stay with Barclays.
| Posted by Tab Brown on the 9th January 2008 | |
Abbey is such a useless bank. I agree with every comment posted on this forum. Recently they froze my account, and when I went into my branch to speak to them, they told me to go and press 2 on the phone. Well I sat on the phone for 30 minutes and spoke to about 5 people, who I could not hear properly and could not speak English (useless). When I told this to them, they said come in tomorrow and speak to the manager. Recently I got paid from work, they charged me for transactions which I had made a few months ago, and had already been charged for. So altogether they charged me twice. I have banked with Halifax for over 10 years and they have not caused me a single problem. Since I have been banking with Abbey (2 years) I have had many problems. They are just useless, and god knows where they recruit their staff from.
| Posted by Khan on the 8th January 2008 | |
USELESS! is the word I would use to describe Abbey. I have just hung up the phone after being transfered from one dept to the next over and over and over again. That was my 7th call to them. I will be closing my account and I would not recommend this bank or its services (don't even get me started on the absurd charges) to anyone... DON'T say we didn't warn you!!
| Posted by Pauly on the 26th December 2007 | |
Abbey have recently cost me a lot of time, money and stress. I have a mortgage on a leasehold flat and recently started the legal process to extend the length of the lease. Completing this extension would increase the value of the flat and would be a good thing for both myself and Abbey. Unfortunately part of the process requires agreement with the mortgage provider, so my solicitor duly contacted Abbey. Abbey's reply was that they could not deal with them because they were not on their approved panel. So I requested that my solicitor be placed on the panel. I was told this would happen upon 2 hours of receipt of a fax of letterheaded paper. The following day, after my first follow-up call, I was told this process would take 1 week. A week later, after my second follow-up call, I was told this would take 2 weeks. At this point it was clear that the call centre staff had no idea what was going on, and I raised a complaint. After nearly 3 weeks from my initial request, my solicitor receives a letter from Abbey confirming Panel membership, but with no Panel number. After my solicitor enquire as to the whereabouts of their panel number, they are told that they are in fact not on the Panel, and that they have received an erroneous confirmation. A few days after this, they are told they cannot have Panel membership because their locum cover solicitor is not on the Abbey Panel. All of the above is conducted against the backdrop of a ticking clock, whereby an agreement with my freeholder to complete the lease extension by a certain time is hanging in the balance. But Abbey were resolute and insisted I hire another solicitor, thus forcing me to lose yet more time, and to incur another set of solicitors fees. I will be moving my mortgage from Abbey as soon as the extension is complete, and believe me it will not be a day too soon. I am also going to write to the Office of Fair Trading to see whether the panel scheme is unfair to non-member solicitors. I would urge other people who have had a similar experience to do the same. To summarise, I would not recommend Abbey on any level - I wish I had never gone near them.
| Posted by Rajveen Gill on the 15th December 2007 | |
What an appalling bank. Everytime I have a problem and go into my local branch they just want to send me to use the internal phone. There is no point having people on the counter if they are not able to deal with anything apart from cash withdrawals. I went into my local branch a few weeks ago to cancel my unused credit card. The staff made me use the phone in the corner, because they said "It might have our name on the front, but it is nothing to do with us!" The lady on the phone said they couldn't just cancel it because Abbey owed me 10p and they would have to send this in a cheque, and me cash it, before the account could be closed. They even tried to bribe me with £30 of John Lewis vouchers to keep it open. They never sent the cheque, so I had to end up putting the request in writing and yesterday received a letter to confirm it was cancelled. Today I went in to ask them to transfer some money into my Father's account in another bank and was told that they couldn't do this, or I would have to pay £25 (the account is in the UK). They said I would be better giving him a cheque. I have just telephoned them to say how unhappy I am with this and a very foreign gentleman said a mistake had been made and how sorry they were. Too many chances and too much grief - I am going to sack them before I burst a blood vessel.
| Posted by Janet Haddock on the 15th December 2007 | |
DO NOT bank with Abbey, I have had problems after problems with them. First off the bat when trying to upgrade my current account to a student it has taken them three months to do and still haven't given me the full agreed overdraft. Before that it took them 8 weeks to send me out a new pin number for a new account and then a further 3 week for my card to be sent. Also recently there has been fraudulent transaction on my account, I phoned up the call center and ask where these had taken place and to cancel my card. I got the money back put into my account, then about three weeks later I went into my branch to get funds that had been sent from the student loan company before I closed the account and there was money missing again, my transactions I have no knowledge over. They said that card was still active!!! WHY!! so they didn't cancel my card and I'm going through the long winded process of getting my money back!!! conclusion DO NOT BANK WITH ABBEY. P.S. I'm currently on hold with the call centre still trying to resolve this situation... 25mins and counting!
| Posted by Symon Fergus on the 10th December 2007 | |
I don't normally complain about things but... Abbey National are quite simply, the worst bank ever. I dread having to go to my local branch (Newton Abbot) where the staff are completely useless and unhelpful. If it didn't take my work so long to sort out what account they pay people into I would completely just shut my account. Just recently, I lost my debit card so I went into Abbey and asked if they could send me a new one... but no, I had to go and use their telephone which you can't hear a thing on, to speak to someone who couldn't understand a word I was saying... He was completely useless (British though) but it took him about 5 minutes to get my post code right, and when he did he said the computer didn't have me registered. So after finally correcting that he said he was going to cancel my card and send me a new one and a new pin which would come in 7-10 working days. 2 weeks later the card finally arrived, but still no pin. On the back of the letter it said carry on using your existing pin, so I went to the cash point, entered my pin and had it rejected... 3 times. So then again, I had to go in again only to be told that they would send me a new pin once I had rang up from their in-branch phone. So about a week later (2 days after they guaranteed me the pin would arrive by) I got the new pin in the post, went to use it, but it still didn't work. So I went in again, and they said they must've accidentally sent an inactive pin instead which was issued before when I first originally requested a new card! About 3 weeks before! So all they said was that they would order me a new pin, I got the new pin two days ago after waiting for just under a week, and thank god it works because I can't be bothered to go back into Newton Abbot branch to speak to the mindless fools again. This is not the first time this has happened to me, about the third actually. They are more than happy to sign you up as a customer but their actual customer service is appalling. If they can't even get you a new pin and card successfully, then god forbid them doing anything else.
| Posted by Chelsea Silkstone on the 26th November 2007 | |
Abbey are completely useless. They have no respect for customers and are generally pathetic in every aspect. Once my dispute with them is finished, and I have all my money back (which was taken in an unauthorised transaction by an unscrupulous individual) I will be marching in to their branch and demanding that my account is closed. I wouldn't even stay with them if they paid me.
| Posted by M. Carr on the 22nd November 2007 | |
Worst bank I have ever dealt with in 45 years of banking. I tried to transfer my Abbey ISA account to HSBC - Abbey sent the money to Kent Reliance Building Society instead. Instead of fixing their mistake, they made it my problem. I had to chase up to Kent Reliance (who I've never dealt with before) to get the money sent back to Abbey. I've spent hours on the phone to Abbey chasing this mistake up. After FOUR MONTHS the situation is that Abbey still have my funds and have still failed to send the cash to HSBC. My advice: don't deal with this company, and if you have money with them get it to a more reliable place asap.
| Posted by Andrew Parkin on the 16th November 2007 | |
When I get the time, I will tell you all about the most horrific last three weeks we have had to suffer as Abbey 'customers'. Average time on hold 30 mins. Hopeless, understaffed, and over-there call centres ( need I say more?). Anyway, we're leaving them. My advice - do the same.
| Posted by Simon Evans on the 12th November 2007 | |
I have been having exactly the same problems as a number of other Abbey customers above specifically Lee Jones 15/10/07.
| Posted by Jonathan Tanner on the 4th November 2007 | |
I have tried to get internet banking codes from Abbey for the last 8 weeks. Every time I call they say they have been ordered, but they never arrive. I usually end up speaking to someone who has a very heavy foreign accent that I cannot fully understand and they cannot understand me. If I didn't have so many Direct Debits I'd move banks straight away.
| Posted by Donna Jones on the 1st November 2007 | |
Abbey is the worst bank in Britain! I don't even know where to begin. Have just managed to close my account with them after queuing for the majority of my lunch breaks at the branch for the last 3 weeks. Awful customer services, long queues, incompetent people on their telephone banking line who either cannon assist because systems are down, tell you to go into a branch as it's something that can't be dealt with over the phone or who just plain and simply can't understand your accent because they are based in India. They seem to have got worse (if this is possible) since being taken over by Santander.
| Posted by Emma Williams on the 31st October 2007 | |
Do not bank with Abbey! I have been banking with them for the last 3 years and they are not just unacceptable, their practice is dangerous! Over the last 2 years, my address in the records has changed mysteriously and had my accounts frozen and unable to make payments and when I called their customer service to discuss what happened their only answer would be to get photo id and utility bills and go to a branch to confirm my id! I have had many times where I had to get time off to go to the branch and even after several attempts they still up to now cannot get my address right. The consequences of this? Returned mail, frozen accounts, they also issued a credit card which I had applied through the phone and never heard from them and did a balance transfer. As a result of this, they issued the card, the started issuing statements and bills (even though the card up to now has not reached me) and logging late payment information with the credit agencies. Needless to say that after a long time and numerous attempts to contact their headquarters, I am still waiting for them to call me back! I have not received from them any correspondence for months and still they are unable to update my address! I have had enough and I will transfer my accounts to a descent and safe bank. I would advise you to do the same.
| Posted by Spyridon Tsotoglou on the 30th October 2007 | |
My son has been with Abbey for a number of years and holds both a current and eSaver account. He recently went off to university and asked for his current account to be changed to a student account. After a month of chasing phone calls and visits to the branch the change was finally done. Two days later received a letter saying that his 'graduate' account would revert back to a 'current' account in 10 days time. He called the "helpline" and they said a systems error had sent out these letters, but the only way to rectify the error was to go back into the branch which set up the account (now 200 miles away) with proof of the University course (already provided a month ago).
Also asked if he could link his eSaver account to his current account to transfer money either via ATM or online. Again a month of issues and chasing, only to be told there is an unresolved system error for which they currently have no solution!
Submitted a formal complaint to the customer services department. Received a letter saying they would investigate, but it could take four weeks!!!!
Customer service is non-existent. Constantly passed to helpdesk, branch, esaver team, web team... all with different numbers and all with contradictory answers. General couldn't care less attitude, and it seems that no one is willing to take on these sorts of problems and own them to completion. Lost count of how many times they said they would call back - they never do. I think the only answer now is to give up on Abbey and go to another bank.
Also asked if he could link his eSaver account to his current account to transfer money either via ATM or online. Again a month of issues and chasing, only to be told there is an unresolved system error for which they currently have no solution!
Submitted a formal complaint to the customer services department. Received a letter saying they would investigate, but it could take four weeks!!!!
Customer service is non-existent. Constantly passed to helpdesk, branch, esaver team, web team... all with different numbers and all with contradictory answers. General couldn't care less attitude, and it seems that no one is willing to take on these sorts of problems and own them to completion. Lost count of how many times they said they would call back - they never do. I think the only answer now is to give up on Abbey and go to another bank.
| Posted by David Upcott on the 29th October 2007 | |
I am actually on the phone to them just now. Basically, they stopped my card because of there cock-up. I called up on Sat to check if my card was working, and was told it was. So I used the LAST of my petrol (by last I mean very last, car ran out of petrol right at the station). Went to withdraw money to put in the car, to be told that my card wasn't working. Phoned them up to be told that it is working, after 45 mins of arguing (them saying it is working, and me telling them that it isn't), they put the phone down on me. Because of this, I had to use the £150 that I had put aside for a work course, to pay for breakdown recovery. Now they are saying that they won't be refunding this, as they have done nothing wrong.
| Posted by David on the 25th October 2007 | |
As an existing Abbey customer I transfered my ISA to another Abbey ISA. Since doing so I have no statements, no paperwork which tells how to pay in or take money out of the account. I have telephoned on countless times and also gone into Abbey Branches and have been promised online user name and passwords. They have not been provided. I am disgusted with Abbey and am transferring out my ISA to another provider.
| Posted by Bernice Rubenstein on the 19th October 2007 | |
I have been with the Abbey for about 30 years. Lately I'm unsure about them, I got a phone call from a company that knew my bank details e.g. sort code, account no and how much charges I've paid in the last 6 yrs. I phoned Abbey and told them about the phone call I received, they told me to watch my bank account, not interested at all. I think they should pay their customers the money back that they have charge them over the years before they lose their good name.
| Posted by Marion Benson on the 18th October 2007 | |
I've been trying to close a savings account for two months, any contact by telephone to the branch is always the same: "Will phone back" and rarely does this happen. The net result is that I cannot access my own money.
| Posted by Alexander Macleod on the 17th October 2007 | |
I've been banking with Abbey now for nearly fifteen years through rain and shine. This is the first problem I have had with them in all that time. My card expired the end of last month, Abbey should of sent me my new card ten days before my old card expired (09/07) they didn't. After numerous phone calls (this costs money!) I was told a new card had been issued, then on Monday I call them just too make sure things were in progress when I am told NO new card has been sent! :-/ Their mistake they say (how reassuring, NOT). So now a new card has been issued, this was on Monday (1st Oct 07), they said it will take 3 to 5 working days too arrive, but now there's a postal strike, so the card may arrive slightly later.
Another week goes by, I call them again on Saturday (6th Oct 07) to make sure no other mistakes have been made, then they tell me the card will not be issued until the 10th of October! "What was the reason for this?" I said, "It's the postal strike maybe?" she said. On the following Monday I pay a visit too my local branch because I had too pay an ebay purchase another way due to the fact that the card I have been so patient in waiting for is linked to my paypal account. I asked why is my card taking so long in turning up? I was told another new reason, he says it's to do with the company who emboss the cards, there is some kind of dispute and this is causing a delay. How many different excuses are there? Floods, postal strikes, embossing companies, or maybe a take over by a Spanish bank who have bitten off more than they can chew. They also need to employ new staff who are a bit more polite and understanding, maybe a smile every now and then would be nice, if they don't enjoy working there, then don't work there! Or maybe it's just company policy. I'm still waiting...
Another week goes by, I call them again on Saturday (6th Oct 07) to make sure no other mistakes have been made, then they tell me the card will not be issued until the 10th of October! "What was the reason for this?" I said, "It's the postal strike maybe?" she said. On the following Monday I pay a visit too my local branch because I had too pay an ebay purchase another way due to the fact that the card I have been so patient in waiting for is linked to my paypal account. I asked why is my card taking so long in turning up? I was told another new reason, he says it's to do with the company who emboss the cards, there is some kind of dispute and this is causing a delay. How many different excuses are there? Floods, postal strikes, embossing companies, or maybe a take over by a Spanish bank who have bitten off more than they can chew. They also need to employ new staff who are a bit more polite and understanding, maybe a smile every now and then would be nice, if they don't enjoy working there, then don't work there! Or maybe it's just company policy. I'm still waiting...
| Posted by Lee Jones on the 15th October 2007 | |
My father died last week and my sister went to the West Wickham branch of the Abbey to let them know and to give them copies of the death certificate etc. She was totally insulted by the attitude, incompetence, arrogance and insensitivity of the staff member she spoke to.
Earlier she had had a similar experience when presenting a copy of an enduring power of attorney. If this bank is ever going to get the investment it needs to survive, it will need to re-educate or fire some its incompetent staff especially those with an anti-customer attitude problem. They are there for our convenience NOT vice-versa. If I could give them a zero.... I would !!
Earlier she had had a similar experience when presenting a copy of an enduring power of attorney. If this bank is ever going to get the investment it needs to survive, it will need to re-educate or fire some its incompetent staff especially those with an anti-customer attitude problem. They are there for our convenience NOT vice-versa. If I could give them a zero.... I would !!
| Posted by M. J. Valiant on the 11th October 2007 | |
I am stranded in Australia with serious Cash Card problem. I am unable to return to UK and about to become an illegal immigrant. My cash card was showing funny messages as the Customer Services recorded me to be in Thailand instead of Australia. Account is debited with our giving me the money. Curse Abbey!
| Posted by Mufassil Islam on the 4th October 2007 | |
I have been with Abbey for upwards of 15 years and thought they were fantastic, but in the past few months they have become a nightmare. I have been trying to close my postal account for almost two months now and am getting nowhere. I have sent two withdrawal forms, four letters, three e-mails, two requests for them to ring me, three letters to the managing director and still not a sign of life from any of them. I need the money urgently to pay a builder and can't make many more excuses to him. If I ever DO get my money back I would certainly never bank with them again.
| Posted by Pat Fallon on the 25th September 2007 | |
They used to be a great service but I now agree with the posts here - they have become a very dire service. You see this happening to companies all the time, they get so big they can't handle all their own red tape and the customer loses out.
I'm still waiting for a credit to my account from a online betting account; I won a lot of cash so was very pleased, but to my surprise it's been over 10 days now.
And Visa debit is supposed to take 3 to 5 working days!
I'm told the money will be in soon.
As soon as it is, I'm probably going back to HSBC.
I can't believe a bank could be so useless, 9 times out of 10 if you have a problem they can't sort it in the local branch. Instead you're given a support number to speak to a faceless person. grrrrrrr
I'm still waiting for a credit to my account from a online betting account; I won a lot of cash so was very pleased, but to my surprise it's been over 10 days now.
And Visa debit is supposed to take 3 to 5 working days!
I'm told the money will be in soon.
As soon as it is, I'm probably going back to HSBC.
I can't believe a bank could be so useless, 9 times out of 10 if you have a problem they can't sort it in the local branch. Instead you're given a support number to speak to a faceless person. grrrrrrr
| Posted by James on the 20th September 2007 | |
My mother-in-law has requested her bank charges returned over the years, as well as a copy of her bank statements. When the statements finally arrived they showed no record of the charges at all (very convenient for them), and last week while she was on holiday they decided to close her account, with just under £10,000 in credit, with no notice, and will not tell her why over the phone. So as you can tell she had a crap holiday with no cash thanks to this poor excuse for a bank. Those little old ladies have the best answer ..... keep it under your mattress......... its safer and cheaper!
| Posted by J Berry on the 18th September 2007 | |
Where do I start!?! I have lived in Kuwait for one year and have used my ATM card here. In June it stopped working so I requested a new card and told them that I would pick it up at my branch in the UK as I would be there on holiday and the postal service here in Kuwait isn't reliable.
I duly picked up card, used it in the UK, flew back home and used it here. Yesterday I tried to use it again and it said "refer to bank". I duly called on my mobile and spent 1 hour and 20 minutes trying to get some sense out of somebody.
My new card has been cancelled as I had not informed them that I would be using it in Kuwait but they have sent me another one to Kuwait as my address is in Kuwait.
Does the address not give some hint as to where I live and where I will be using the card!! Needless to say the new card will never arrive, I have no access to my UK account, and there is absolutely nothing they can do about this, other than I have to board a flight and go into my branch in the UK and pick up a new one and then fly home to Kuwait and inform them I will be using it here.
Who picks up the bill? Who will explain to the locals that I cannot pay the rent!?! Abbey are, as far as I am concerned, totally incompetent, and will not even acknowledge they have made a huge error by cancelling my card.
I duly picked up card, used it in the UK, flew back home and used it here. Yesterday I tried to use it again and it said "refer to bank". I duly called on my mobile and spent 1 hour and 20 minutes trying to get some sense out of somebody.
My new card has been cancelled as I had not informed them that I would be using it in Kuwait but they have sent me another one to Kuwait as my address is in Kuwait.
Does the address not give some hint as to where I live and where I will be using the card!! Needless to say the new card will never arrive, I have no access to my UK account, and there is absolutely nothing they can do about this, other than I have to board a flight and go into my branch in the UK and pick up a new one and then fly home to Kuwait and inform them I will be using it here.
Who picks up the bill? Who will explain to the locals that I cannot pay the rent!?! Abbey are, as far as I am concerned, totally incompetent, and will not even acknowledge they have made a huge error by cancelling my card.
| Posted by Sally Ferbuyt on the 11th September 2007 | |
My mother who was dying of cancer was being charged for being overdrawn, but when I complained to Abbey that what was required was a statement of current account situation I was informed they only did monthly statements. As there were outgoings on the account, cheques subsequently were not cleared. £120.00 was charged even though I twice complained requesting statements of amount available they refused . They are beyond humanity, or should I say below it.
| Posted by Kane Osman on the 30th August 2007 | |
No point in me writing what everyone else has but I agree with every single comment. Abbey are absolutely appalling in every aspect. I have now been waiting 15 weeks for response to charges on my account totaling £315 and a complaint regarding poor customer service. Word of advice... Do not bank with Abbey National!!!!
| Posted by Steven Sim on the 27th August 2007 | |
Unbelievably appalling. We required a bank reference from Abbey in order to get a tenancy agreement and after 5 phonecalls, 2 branch visits, not to mention nearly losing the house, Abbey STILL hadn't provided it as promised. It never did turn up.
My partner finally decided that enough was enough and moved to Ulster Bank which said it would move all of the standing orders and direct debits over. Last month, guess what, the standing order hadn't bee moved over and our rent went unpaid. Abbey had not given Ulster Bank all of the required information.
So fast forward to earlier this week and the rent comes out of BOTH accounts. Another 2 branch visits were fruitless, the manager was frankly rude to my partner and when he asked if she intended to help him, she said "no". Outstanding Abbey, well done. Basically it seems that because he has moved to a different bank, they have dropped any tiny notion of customer service they may have had before.
They have charged him £35 both times for the pleasure of wasted time and inconvenience and are refusing to give him the money back. Because the rent has been deducted twice, we cannot go away for the weekend trip we were planning for my birthday. Thanks a bunch Abbey!
Their argument is that Ulster Bank never attempted to take over the standing order. So how, one may ask, did Ulster Bank also take manage to the money? We didn't give the details to them.
Next stop is a letter to Abbey. If the problem is not sorted, then the consumer press. And then we will take it to the Financial Ombudsman and then the Small Claims Court if necessary. They will not get away with it! Steer clear.
My partner finally decided that enough was enough and moved to Ulster Bank which said it would move all of the standing orders and direct debits over. Last month, guess what, the standing order hadn't bee moved over and our rent went unpaid. Abbey had not given Ulster Bank all of the required information.
So fast forward to earlier this week and the rent comes out of BOTH accounts. Another 2 branch visits were fruitless, the manager was frankly rude to my partner and when he asked if she intended to help him, she said "no". Outstanding Abbey, well done. Basically it seems that because he has moved to a different bank, they have dropped any tiny notion of customer service they may have had before.
They have charged him £35 both times for the pleasure of wasted time and inconvenience and are refusing to give him the money back. Because the rent has been deducted twice, we cannot go away for the weekend trip we were planning for my birthday. Thanks a bunch Abbey!
Their argument is that Ulster Bank never attempted to take over the standing order. So how, one may ask, did Ulster Bank also take manage to the money? We didn't give the details to them.
Next stop is a letter to Abbey. If the problem is not sorted, then the consumer press. And then we will take it to the Financial Ombudsman and then the Small Claims Court if necessary. They will not get away with it! Steer clear.
| Posted by Izzy on the 23rd August 2007 | |
Abbey must be the worst bank ever for customer service - this is my latest ongoing complaint with them, beware if you have had charges refunded in the past, they will not refund anything again!
As Abbey's computer systems were down on 15/8/07, I was concerned that the cash paid into my account at the Wigan branch would not show on their systems, as I had 3 direct debits being presented.
I rang and spoke to customer services, who stated that as Abbey was at fault due to systems being down, I would not be charged if the direct debits were returned. I asked them to contact the clearance deptartment and explain the situation, which they did, but frustratingly, they could not tell me the outcome as their system also went down.
I then rang the Chief exec's office and spoke to a lady who said she would look into the situation and gave me a case number. She said she would call me back, she didn't. I then rang at 4.45pm as I knew the clearance dept closed at 5pm and spoke to another lady who promised to ring me back this the following morning by 9.30am, she didn't.
I checked my account online on 16/8/07 and the money I had paid in on the 15/8/07, showed as being paid in on the 15/8/07, but the direct debit swere refused, with funds available??
I rang this morning at 10am and spoke to the same lady again and she informed me that I would have to wait for the charges to be pending on my account before she could do anything about them, she said they may take 10 days to show.
I asked her to check the pending charges now as I had no way of checking (she said I could check online, but I informed her they don't show as pending online and she said she was unaware of this!). She then informed me that they were already there (after saying it would take 10 days!). She rang the charges dept and then informed me that as I had had some charges refunded in the past, they would not refund these charges, even though Customer Services stated clearly to me that it was Abbey's error.
I cannot believe that their staff make false promises and all tell you different information.'
As Abbey's computer systems were down on 15/8/07, I was concerned that the cash paid into my account at the Wigan branch would not show on their systems, as I had 3 direct debits being presented.
I rang and spoke to customer services, who stated that as Abbey was at fault due to systems being down, I would not be charged if the direct debits were returned. I asked them to contact the clearance deptartment and explain the situation, which they did, but frustratingly, they could not tell me the outcome as their system also went down.
I then rang the Chief exec's office and spoke to a lady who said she would look into the situation and gave me a case number. She said she would call me back, she didn't. I then rang at 4.45pm as I knew the clearance dept closed at 5pm and spoke to another lady who promised to ring me back this the following morning by 9.30am, she didn't.
I checked my account online on 16/8/07 and the money I had paid in on the 15/8/07, showed as being paid in on the 15/8/07, but the direct debit swere refused, with funds available??
I rang this morning at 10am and spoke to the same lady again and she informed me that I would have to wait for the charges to be pending on my account before she could do anything about them, she said they may take 10 days to show.
I asked her to check the pending charges now as I had no way of checking (she said I could check online, but I informed her they don't show as pending online and she said she was unaware of this!). She then informed me that they were already there (after saying it would take 10 days!). She rang the charges dept and then informed me that as I had had some charges refunded in the past, they would not refund these charges, even though Customer Services stated clearly to me that it was Abbey's error.
I cannot believe that their staff make false promises and all tell you different information.'
| Posted by Laura Bent on the 16th August 2007 | |
I don't know even know where to start. Since being taken over by Santander this bank can hardly be called a bank.
On June 18th I requested internet banking. On June 29th I was advised to get a replacement debit card as my current card stopped doing bill payments at the ATM's - no problems, they said, all will be with you within 7-10 working days of request.
Over 30 telephone calls later - I am waiting for the transcripts to go to the banking ombudsman with them (since the advice always seemed to contradict itself) - still no internet banking details and still no replacement card. I have been a customer of over 30 years with what used to be a lovely little building society called the Abbey National.
It is now a foreign owned and distinctly uncaring corporate monster with absolutely appalling customer service.
I will be presenting my complaint to the ombudsman and then I will, rather sadly as my first ever savings were placedwith Abbey as a child, be changing banks immediately.
A tragedy for what was once a great British business.
On June 18th I requested internet banking. On June 29th I was advised to get a replacement debit card as my current card stopped doing bill payments at the ATM's - no problems, they said, all will be with you within 7-10 working days of request.
Over 30 telephone calls later - I am waiting for the transcripts to go to the banking ombudsman with them (since the advice always seemed to contradict itself) - still no internet banking details and still no replacement card. I have been a customer of over 30 years with what used to be a lovely little building society called the Abbey National.
It is now a foreign owned and distinctly uncaring corporate monster with absolutely appalling customer service.
I will be presenting my complaint to the ombudsman and then I will, rather sadly as my first ever savings were placedwith Abbey as a child, be changing banks immediately.
A tragedy for what was once a great British business.
| Posted by Anthony Hall on the 13th August 2007 | |
I put in a complaint for my bank charges nearly eight weeks ago and Abby still have not sorted my bank charges claim.
They are now telling me that my claim for £3000 pound bank charges has now been put on hold and in the last week have charged me over £100 pound in bank charges again. They are a disgrace and are making billions off pounds out of people who are finding it hard enough to live without them robbing them of thousands to line their pockets. If i could give them a rating of zero, I would.
They are now telling me that my claim for £3000 pound bank charges has now been put on hold and in the last week have charged me over £100 pound in bank charges again. They are a disgrace and are making billions off pounds out of people who are finding it hard enough to live without them robbing them of thousands to line their pockets. If i could give them a rating of zero, I would.
| Posted by Anita Ferguson on the 31st July 2007 | |
I have to agree with the majority here, I have banked with Abbey for 15 years and never needed a credit account, therefore I opened an instant plus account with no credit facilities.
Recently my employers changed my pay date and due to this my direct debits were affected slightly. Following this I called Abbey to check that all my direct debits had left my account okay to which they replied 'yes'.
Then I withdrew the remaining balance of my account to sort out a few things only to get a letter from Abbey saying they had bounced a direct debit and they were charging me £35! I couldn't believe it, I wouldn't mind but they waited a month to take this charge then just took it out of my account again causing another direct debit to bounce, only this time it was my mortgage. I can safely say I have now closed my account and moved it to First Direct, who I have to say have been brilliant!!
Recently my employers changed my pay date and due to this my direct debits were affected slightly. Following this I called Abbey to check that all my direct debits had left my account okay to which they replied 'yes'.
Then I withdrew the remaining balance of my account to sort out a few things only to get a letter from Abbey saying they had bounced a direct debit and they were charging me £35! I couldn't believe it, I wouldn't mind but they waited a month to take this charge then just took it out of my account again causing another direct debit to bounce, only this time it was my mortgage. I can safely say I have now closed my account and moved it to First Direct, who I have to say have been brilliant!!
| Posted by Phil Capper on the 24th July 2007 | |
I am in my 11th year with them and have finally been broken by them! Their customer service has gotten worse and worse and their call centre is absolutely hopeless. So glad I am leaving them now.
| Posted by Duncan Sibbald on the 24th July 2007 | |
Do not phone Abbey on 0845 numbers. Go to www.saynoto0870.com, this will give you free phone numbers.
| Posted by P G Jennings on the 18th July 2007 | |
Abbey are the worst bank ever... I put in a 2 grand cheque and a week later still not cleared! I phoned up India and they can't help you, so pressed option 1 for stolen cards and hey presto an English person! Apparently it wasn't put in as the cashier didn't endorse my name???????
Now I've been charged for a direct debit that didn't go through because funds were not available because of their incompetence!!!
As well as that latest incident their banking systems go down about 1-2 times a month since Santandeer took it over.
Avoid Abbey! I will be closing my account today!
Now I've been charged for a direct debit that didn't go through because funds were not available because of their incompetence!!!
As well as that latest incident their banking systems go down about 1-2 times a month since Santandeer took it over.
Avoid Abbey! I will be closing my account today!
| Posted by Karl B on the 16th July 2007 | |
Abbey are the worst bank ever - charges of £350 for being a total of £68 overdrawn is an outrage! It's not like it's even real money they are charging for! For those who dispute this, look up 'fractional reserve lending' or 'flat currency' to see how we, the customer, are the only ones who operate using hard cash - the banks just make their money up and charge ridiculous fees on this non-existent money! Take them to court - they'll give it all back to you, then you can take your business elsewhere! I did - Abbey are the worst bank ever!!!
| Posted by Tom Davies on the 12th July 2007 | |
Absolutely appalling, should be struck off for financial crimes against human beings. I am trying to sort my self out but not one person knows anything and you are kept on the phone for ages and yet more charges.
| Posted by Mrs Rebecca Mason on the 3rd July 2007 | |
Abbey is beyond bad. My card was used fraudulently 4 months ago and I'm still waiting to be refunded for the money used which I was told would be with me within a fortnight. I could barely hear the woman I spoke to on the phone because the line was so poor, on top of that her English wasn't too good and my Spanish is even worse. I've since tried to contact someone to complain and spoke to 12 different people in 25 minutes before hanging up in frustration. I didn't speak to one person that could understand or speak English properly, which is fine except when you're talking about something as important as your money. I've written letters too with no response to date. My local branch just keep pointing to the phone in the corner so that I can do more phoning to try and complain - "at least it's free!" I'm not sure what to do next really, I think I will try ringing some of the above numbers and see where that gets me. My advice to anyone thinking of opening an Abbey account is - think again!
| Posted by Sally on the 2nd July 2007 | |
For years and years Abbey has charged me again and again, I am dyslexic and have had many problems with figures and accounts and always mess up my direct debits. Abbey has made a fortune from me for years. I recently realised that the Abbey have fined me every month for the past two years when my mortgage payments and my other direct debits were claimed earlier than the money in my account, so on top of Abbey fining me my mortgage company fined me to. But not even once Abbey asked if they could help me or if I had any problems but sent me charge tariffs through the post.
| Posted by Mohammed Hussain on the 30th June 2007 | |
Absolutely the worst customer services I have EVER experienced in my life. I am going to change banks as soon as I move house as I have had enough of holding holding holding for hours on end on their useless Telephone banking service. It took myself and my boyfriend collectively 2 and a half hours holding to speak to someone the other month. I complained and demanded a cheque to cover the telephone costs which I was told would go straight out... I have now had to call the complaints dept 4 TIMES (and held for 15 minutes a time) to complain about my complaint not being processed! A disgrace in this day and age!! Do not join them.
| Posted by Melinda Knight on the 26th June 2007 | |
I don't know where to begin but over the few years I've been using Abbey I could write a book on the poorest and most inconvenient customer service. You can never sure that they have done what you have asked them etc., you have to follow it up. As for their charges... I went overdrawn by a few pounds and was charged £20 for going overdrawn and then £30.00 for any subsequent transactions. I didn't realise and made several transactions around £6.00 each, and was charged £30.00 for each. I wouldn't mind if it was £2.00 for each, i.e. the cost of a letter etc, but didn't receive one! The charges for that month amounted to £260.00 for being approximately £35.00 overdrawn. I asked for refund and was told I would get a call within 48 hours to discuss the problem. Never heard a thing. I called again only to be told they do not call but send a letter to formalise the complaint. I never received the letter. The extortionate charges had a knock on affect with my direct debits such as mortgage payments etc etc. I'm getting out. They're useless and certainly not interested in their customers.
| Posted by Phil Hodges on the 7th June 2007 | |
Would give the 0 stars if it where possible.
Do not use this bank, they are dire.
My husband set up an account in January and then on the 10th of Feb this year we went into the branch to convert it to a joint account. I took about 7 forms of ID with me including marriage certificate, bank statements, my birth certificate and passport. The lady in the branch took the details and said it would be a week... We are still waiting. They lost all of my ID (thank God it was all copies) and asked for it all again, we took it to the branch (this is 3 weeks after the initial request to add me to the account) who made copies again and sent it off. Five days later my husband got a letter saying that they could not set up a joint account because they hadn't had ID. Understandably upset, he rang Customer Service who told him to ring the branch, which he did and was then ping ponged between the two for over 30 minutes. When he finally managed to get through he had to go through the process of taking all the ID again. We where then told it would be sorted within 4 weeks... It is now 5th June and it has still not been sorted. Both our wages go into this account now and my husband works away, I dread to think what will happen if something happens to the one of us that doesn't have the card to access our money.
We have made numerous calls and logged at least 3 complaints over the phone, the first two took at least an hour on the phone because we where told that we could not log a complaint over the phone despite their own literature (and the FOS) saying that you can! We finally got a complaint logged with the complaints department in April.... and surprisingly we are still waiting for this to be dealt with. We had a letter today saying that it will be at least another 4 weeks before we are going to get this sorted out. It's a joke.
If they can't manage to do something as basic as this, I dread to think what would happen if we wanted to do anything slightly more complicated like change address.
They also won't allow my husband to set up a direct debit of anything over £300 for no reason other than they probably just don't want to. So to pay our mortgage he has to go into the branch to get the money out and to do even that he has to phone the day before to make sure that they have got enough money in the branch! I've never heard anything like it before with any other bank, it's ridiculously shoddy, and I can honestly say that the quicker we have another bank account after this mess is sorted out the better... I think I'll go back to the HSBC or LLoyds, they're not perfect but at least they can do admin!
Do not use this bank, they are dire.
My husband set up an account in January and then on the 10th of Feb this year we went into the branch to convert it to a joint account. I took about 7 forms of ID with me including marriage certificate, bank statements, my birth certificate and passport. The lady in the branch took the details and said it would be a week... We are still waiting. They lost all of my ID (thank God it was all copies) and asked for it all again, we took it to the branch (this is 3 weeks after the initial request to add me to the account) who made copies again and sent it off. Five days later my husband got a letter saying that they could not set up a joint account because they hadn't had ID. Understandably upset, he rang Customer Service who told him to ring the branch, which he did and was then ping ponged between the two for over 30 minutes. When he finally managed to get through he had to go through the process of taking all the ID again. We where then told it would be sorted within 4 weeks... It is now 5th June and it has still not been sorted. Both our wages go into this account now and my husband works away, I dread to think what will happen if something happens to the one of us that doesn't have the card to access our money.
We have made numerous calls and logged at least 3 complaints over the phone, the first two took at least an hour on the phone because we where told that we could not log a complaint over the phone despite their own literature (and the FOS) saying that you can! We finally got a complaint logged with the complaints department in April.... and surprisingly we are still waiting for this to be dealt with. We had a letter today saying that it will be at least another 4 weeks before we are going to get this sorted out. It's a joke.
If they can't manage to do something as basic as this, I dread to think what would happen if we wanted to do anything slightly more complicated like change address.
They also won't allow my husband to set up a direct debit of anything over £300 for no reason other than they probably just don't want to. So to pay our mortgage he has to go into the branch to get the money out and to do even that he has to phone the day before to make sure that they have got enough money in the branch! I've never heard anything like it before with any other bank, it's ridiculously shoddy, and I can honestly say that the quicker we have another bank account after this mess is sorted out the better... I think I'll go back to the HSBC or LLoyds, they're not perfect but at least they can do admin!
| Posted by Debbie Cahill on the 5th June 2007 | |
I joined them with business banking. They never answer the phone, then if they do they hang up. The registration process is a joke. They claim free banking when actually they offer no banking service at all. I have been trying to get them to sort this out for two weeks. Do NOT join them. You have been warned!
| Posted by Outofoffice on the 25th May 2007 | |
I have received 6 letters from various departments not have not come up with any definite solution to my complaint regarding a telephone conversation on the 12/5/07 I was informed that monies was going into my account the following day I am still waiting on 23/5 when I asked if I wanted to go stage 2 my complaint was first lodged in February letter received 19/5 stating that it is now 8 weeks since we received your complaint they have got their maths wrong or it another delaying tactic.
| Posted by Lynda Jordan on the 24th May 2007 | |
We opened a bank account putting a substantial sum of monies into that account. To date we have never received a welcoming letter, or indeed an opening bank statement.
Despite writing to Abbey and emailing Pam Speed we have never had the courtesy of a reply. Various people in Abbey have also emailed her and todate no reply.
I am beginning to think what an awful bank and administration it is when they insult you by not replying to emails or correspondence.
By the way the telephone number for Pamela Speed is mentioned above, if you think that is her telephone number, think again, I have tried it and it is impossible to speak to her, I was put through to someone in sales in Glasgow!!!!!
When I ran my own company trading in many countries around the world, anyone who did not answer correspondence the next day, would have been fired by me immediately, Now it is a well know phrase "Your'e Fired" there certainly needs to be some firing in Abbey to teach staff a lesson!!!
Despite writing to Abbey and emailing Pam Speed we have never had the courtesy of a reply. Various people in Abbey have also emailed her and todate no reply.
I am beginning to think what an awful bank and administration it is when they insult you by not replying to emails or correspondence.
By the way the telephone number for Pamela Speed is mentioned above, if you think that is her telephone number, think again, I have tried it and it is impossible to speak to her, I was put through to someone in sales in Glasgow!!!!!
When I ran my own company trading in many countries around the world, anyone who did not answer correspondence the next day, would have been fired by me immediately, Now it is a well know phrase "Your'e Fired" there certainly needs to be some firing in Abbey to teach staff a lesson!!!
| Posted by George Staples, on the 22nd May 2007 |  |
Abbey are very helpful when I visit one of their branches but every time I tried to order a credit card over the phone their service was quite inept.
| Posted by Harry Ford on the 27th April 2007 |  |
The Abbey National is now offically rated as the worst bank in the UK.
If you want to recover bank/penalty charges fast then don't bother writing it takes months, telephone
02077 564332
and speak to a semi human
If you want to recover bank/penalty charges fast then don't bother writing it takes months, telephone
02077 564332
and speak to a semi human
| Posted by John Dawson on the 25th April 2007 | |
Trying to get in touch with the abbey about your bank charges is like trying to get in touch with Elvis Presley. For a direct link and to get anywhere with them you have to telephone head office and speak to a human.... 020775 64332 that's 020775 64332 you will actually speak to someone here direct instead of a machine, and you can tell them what you think.
| Posted by David Cosgrave on the 24th April 2007 | |
ABBEY NATIONAL BANK
Get Your Money Back
Telephone Direct and claim your bank charges back
MR TOM JERRED
SENIOR CUSTOMER RELATION MANAGER
0845 600 6014
Ask to Speak to him direct
PAM SPEED
BANKING SERVICING
08457 654321
Ask to Speak to her direct
MR RICHARD JONES
SENIOR MANAGER
0870 607 6000
Ask to speak to him direct
Get Your Money Back
Telephone Direct and claim your bank charges back
MR TOM JERRED
SENIOR CUSTOMER RELATION MANAGER
0845 600 6014
Ask to Speak to him direct
PAM SPEED
BANKING SERVICING
08457 654321
Ask to Speak to her direct
MR RICHARD JONES
SENIOR MANAGER
0870 607 6000
Ask to speak to him direct
| Posted by Neil on the 20th April 2007 | |
If you have been charged excessive penalty fees/charges by your bank over the last six years, you can take them to county court to recover those fees and it won't cost you a penny if you recieve income support benefit, job seekers allowance, or you might have to pay a reduced fee if you get family tax credits.
If you have no joy in your contact with the bank, just pop along to your county court offices and fill in a short form with 2 proof of id, and proof that you are getting benefit, then after filling in that form, fill in the county court form to issue the summons at the same time and that's it. Get the ball rolling, get those charges back. Show them you are not messing about, it's easy,and if you were worried about the cost, don't be, provided you fall in the category above, it won't cost you anything...nothing to lose, everything to gain....
Good luck to you all banks don't want ccj's
Get your money back !
This problem arises from the banks using poverty as a source of profit—a great deal of profit. The bank commission of BBC 2's "The Money Programme", which included eminent business academics and a former senior NatWest executive, concluded that the absolute maximum administrative cost to a bank of processing a bounced cheque—the most labour-intensive of the processes in question—is £4.50. For all other items, such as unauthorised overdrafts or bounced direct debits, the commission concluded that the absolute maximum, in this electronic age where everything is done automatically through a computer, is £2.50. However, the average charge is approximately £30. Some are as high as £38, and they are charged every time people make what the banks consider to be an unauthorised transaction. That is a substantial profit for the banks, which rake in some £4.5 billion, without even taking account of the similar examples that the Federation of Small Businesses found in business banking accounts.
Almost all of what is charged is profit, not costs. It is profit at the expense of hard-up customers. It is the biggest bank robbery in Britain, and it involves the banks robbing their own customers, especially their poorest ones. A common response when the practice is described is that there should be a law against it; but there is a law, or there are laws. First, under common law, disproportionate and punitive charges have always been illegal. In layman's terms, if a consumer breaks the contract the other party—the bank, in this case—cannot impose a charge greater than the reasonable estimate of its loss. That common law has been unchanged for 100 years, and numerous cases in the higher courts have confirmed it. However, we can go further. The rights in question are protected by statutory instrument. The Unfair Terms in Consumer Contracts Regulations 1999 made that clear.
THE ABBEY IS NOT A UK BANK ANY MORE AND IS RATED AS THE WORST BANK, 2 OUT OF 10 RATING ON THE INTERNET.
IF THEY HAVE CHARGED YOU PENALTY CHARGES, GET THEM BACK, EMAIL THEM AT;
customerservices@abbey.com
and voice your opinion and express your disgust at them.
If you have no joy in your contact with the bank, just pop along to your county court offices and fill in a short form with 2 proof of id, and proof that you are getting benefit, then after filling in that form, fill in the county court form to issue the summons at the same time and that's it. Get the ball rolling, get those charges back. Show them you are not messing about, it's easy,and if you were worried about the cost, don't be, provided you fall in the category above, it won't cost you anything...nothing to lose, everything to gain....
Good luck to you all banks don't want ccj's
Get your money back !
This problem arises from the banks using poverty as a source of profit—a great deal of profit. The bank commission of BBC 2's "The Money Programme", which included eminent business academics and a former senior NatWest executive, concluded that the absolute maximum administrative cost to a bank of processing a bounced cheque—the most labour-intensive of the processes in question—is £4.50. For all other items, such as unauthorised overdrafts or bounced direct debits, the commission concluded that the absolute maximum, in this electronic age where everything is done automatically through a computer, is £2.50. However, the average charge is approximately £30. Some are as high as £38, and they are charged every time people make what the banks consider to be an unauthorised transaction. That is a substantial profit for the banks, which rake in some £4.5 billion, without even taking account of the similar examples that the Federation of Small Businesses found in business banking accounts.
Almost all of what is charged is profit, not costs. It is profit at the expense of hard-up customers. It is the biggest bank robbery in Britain, and it involves the banks robbing their own customers, especially their poorest ones. A common response when the practice is described is that there should be a law against it; but there is a law, or there are laws. First, under common law, disproportionate and punitive charges have always been illegal. In layman's terms, if a consumer breaks the contract the other party—the bank, in this case—cannot impose a charge greater than the reasonable estimate of its loss. That common law has been unchanged for 100 years, and numerous cases in the higher courts have confirmed it. However, we can go further. The rights in question are protected by statutory instrument. The Unfair Terms in Consumer Contracts Regulations 1999 made that clear.
THE ABBEY IS NOT A UK BANK ANY MORE AND IS RATED AS THE WORST BANK, 2 OUT OF 10 RATING ON THE INTERNET.
IF THEY HAVE CHARGED YOU PENALTY CHARGES, GET THEM BACK, EMAIL THEM AT;
customerservices@abbey.com
and voice your opinion and express your disgust at them.
| Posted by Harry on the 19th April 2007 | |
I inherited Abbey after being an N & P customer. Should have change years ago but I kept hoping things would improve. they are truly awful and have no respect for you as the customer. The overseas call centre staff are very polite, but it's extremely difficult to communicate with them when English is not their first language.
| Posted by Elaine Mcguinness on the 15th April 2007 | |
Abbey is one of the worst banks I have ever had to deal with. Unhelpful, arrogant, high handed and fail to deal with any genuine problems. Their stock reply is " its company policy"
| Posted by Neil Moorcraft on the 2nd April 2007 | |
abbey is a great bank been with them 3 years and never had any problems, easy toset up an account, friendly helpful staff
| Posted by Gina Compton on the 20th January 2007 | |
They paid out 10 times the amount written on a cheque to my daughter (thank God it was her); we drew their attention to it within 2 days and nothing has yet been done. I have lodges formal complaints with complaints dept, Executive Director and Ombudsman. Incompetance and instransigence seem to be their new watchword. A very disappointed customer.