Abbey National - late delivery of debit cards

WyrdSis · 30 July 2007 at 9:37PM

I am tearing my hair out trying to deal with Abbey. I have called many, many times and been into the branch, all to no avail. I have been lied to and stonewalled completely. They installed new software so that all debit cards are late arriving. My current one has now run out and they couldn't be less helpful..don't know what to do next.
Anyone else having the same problem?

maninthestreet · 30 July 2007 at 10:47PM

Go into the branch and tell them you want to close your account, and give them the reasons - non-delivery of new debit card and their attitude to this situation.

simgranny · 2 August 2007 at 12:01AM

We have the same problem. I phoned them about 10 days ago because most card companies send out the cards well before the old ones are due to run out. They told me that they are not ordered until about 1 week before the expiry date.

When I phoned on tuesday I was told that they had a problem at the place where they produce the cards (probably this computer problem that you were told about). I expressed my surprise that they leave it so late to order the cards and I was told that this was because customers had been trying to use the new cards before the old ones ran out and that this was why they do not generate them until 1 week before expiry!

Where on earth is the logic in this? If customers use them too early and have problems then it is their own fault. Now, because of this new policy and Abbey's incompetence we are left without access to our own cash. It could be worse, we could have gone away on holiday without noticing that the card was due to expire - I'm sure that must have happened to some people.:mad: :mad: :mad:

essexbevy · 2 August 2007 at 1:33PM

I am having the same trouble - my card ran out end of July. I went into my branch and got no help at all - only the bland "we can only apologise" - no solution was offered. I emailed the contact on the main website on 31 July and have received no reply (apart from a standard acknowledgement) despite the fact that their service level agreement apparently says they must give a reply within 48 hours. I telephoned the main number on 1 August and was told that it was all due to the flooding and the fact that they had to appoint a different card supplier. I was told that my card would be sent by special delivery and was "probably waiting for you at home when you get in". Needless to say its not arrived as of yet. I was also told that if affects most people whose cards run out in July. I cannot believe that Abbey couldnt have sent a letter or email to its customers advising there may be a potential problem so they could make other arrangements. I am now in the situation where I cant draw my own money out or pay my bills on the internet because my card has run out and I am not being given any idea of when I will be able to. They have absolutely no idea of customer service! :mad: :mad: :mad:

christineperseus · 2 August 2007 at 2:03PM

I didn't realise my card had expired until I went to withdraw cash and it was declined.
Husband had received a new card on Friday and hadn't metioned it.
Phoned Abbey and eventaully got through to lady in India, she said there had been problems and my card would arrive today 2nd...............it hasn't!
Don't want to waste another half an hour on the phone system so will go into branch and make them phone for me.

Butlers1982 · 2 August 2007 at 2:06PM

Anyone thought that the non delivery may have something to do with the Postal Strike and that the blame lies with Royal Mail

Jeannine · 2 August 2007 at 2:43PM

See long thread on Budgeting and Current Accounts board!!!!

taxi97w · 2 August 2007 at 2:54PM

I tried to withdraw from the ATM inside a TSB branch today and was declined because my card was out of date. I didn't realise this (obviously) until it told me and because a replacement had not arrived in the post I had no reason to look. Anyway, I went to the counter and withdrew the money there instead. She looked on the system and said that I should have received my new card by the 25th July. So we cancelled the new one in case it's been intercepted and used on the net (which it hadn't). They're sending me out a new one and it should arrive in 3 days.

bees_2 · 2 August 2007 at 3:09PM

This has happened to my fella, I wrote them an email complaining and asking how they were going to compensate us for embarrasment of having a card declined and having to borrow and inconvinience others. He rang them to ask what was going on and they said computer error and his card would be here today (it's not)

I'm not one of those that demands compensation for every little thing but if roles were reversed the bank wouldn't hesitate to charge him! Hopefully something will happen soon, I don't accept the postal strike as an excuse as they've known about it well enough in advance for it not to be a problem, like I said the woman at customer services said it was a computer error. Grrr!

KittyKate · 2 August 2007 at 3:42PM

Well, I agree it might be the post that's to blame, but it doesn't allow for poor customer service. My OH had a Barclay's debit card and it expired without him noticing (or him recieving a new one). He missed the morning of work (couldn't buy a train ticket, nowhere near a branch) and wasn't too pleased when he called them. Barclays couldn't apologise enough - couriered a new card to him next day, and refunded him £100 for his lost morning's work! Their CS really is excellent when mistakes have been made. Abbey customers - vote with your feet!

debitduster · 2 August 2007 at 4:12PM

Hello,

We're trying to get to the bottom of how many Abbey customers are still without cards. They say they posted the last batch on 31st July, but they will not say how many they posted.

We'd like to hear from you if you are still without a card -- please email us at [EMAIL="wakeuptomoney@bbc.co.uk"]wakeuptomoney@bbc.co.uk[/EMAIL] and we can get in touch with you.

Karen

Abbey National - late delivery of debit cards

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