Fuming at Abbey, what to do?

embarrassed_about_my_debt · 25 June 2008 at 11:11PM

Was out at a clients today at work and on my way back i get a phone call from my mum in a panick saying that the abbey fraud squad had been on the phone and i needed to contact them urgently.

Now my parents know nothing of my debt and i dont want them to! I set a balance transfer up yesterday and this is what they were phoning about, which i havent got a problem with but what i do object to is them phoning my house and telling my mum they are from the fraud squad and then phoning my office and telling him the same.

My mum hadnt been off the phone 2 minutes when the secretary phoned and told me the same thing :mad:

Now i dont want my business being discussed with anyone but me, they only had to phone and say they were calling from abbey and could i contact them.

Instead i've got a mum on my case asking questions and feel like they have over stepped the mark.

Question is can i do anythng, i pointed out i wasnt happy when i phoned back and they said it would be passed on to the person that made the call but now im thinking of phoning up tomorrow and creating hell.:mad:

What are peoples opinions? Is it worth doing it?

Am i really gonna achieve anything?

I've managed to hide my debt from my parents and tody everything nearly came out.:eek:

Sorry rant over

angedema · 25 June 2008 at 11:53PM

Hi, I would be furious too, they have no right being so indescreet, but, like you say will it really achieve anything by complaining? To be honest I would complain because I'm like that! and it may stop the same thing happening to someone else?

Herewegoagain · 26 June 2008 at 12:06AM

I can understand that your fliping mad, I would be. If we ring to sort out a bill or bank or cc balance belonging to a relative, we are told "they cannot disscuss it with us re confidentuality, so yes you should put in an official compaint and ask for a written apology, after all, you are entitled to one blumming check.:mad: for you honxx

(sorry about the spelling opps)

embarrassed_about_my_debt · 26 June 2008 at 8:49AM

I just feel like they have completely overstepped the mark

Runnybabbit · 26 June 2008 at 8:52AM

Too flippin right to complain, I'd be livid, I am feeling your aggression too, so it's maybe a good idea for me to do my complaint to Virgin as well!!!. Hope you get it sorted x

slug2000 · 26 June 2008 at 8:54AM

I agree that you should make a formal complaint about this - it's ridiculous that they've identified themselves in that way - particularly when they were just ringing to check about a balance transfer! Idiots.

By the way - well done on all your debt busting so far - that's a massive amount to have cut off your debts in a relatively short space of time.

Broken_hearted · 26 June 2008 at 8:56AM

Write a complaint phoning won't do anything. We still have an Abbey account because they won't shut it down so its running empty and always will.

siross2203 · 26 June 2008 at 8:59AM

Hi there,

i had problems with abbey constantly phoning my mum about my bank account that they caused a !!!! up, to save the long story, i sent a really polite but forceful complaint letter via email to the CEO of the Santander Group (who own Shabbey Irrational) and got a call literally a day later from a great guy called roger who apologised and gave me some cash compensation. the email address is:

Antonio Horta-Osorio
[EMAIL="antonio.osorio@abbey.com"]antonio.osorio@abbey.com[/EMAIL]

whilst this obviously isnt his personal work email address, it will get looked at by someone and dealt with...i suggest making sure that your outlook (if you use it) has read receipts turned on (TOOLS> Options, Email Options, Tracking Options) that way, once it has been read and not responded to in say 24 hours you can reply to the read receipt with another copy of your complaint letter asking why they are taking so long!!

hope this helps!

embarrassed_about_my_debt · 26 June 2008 at 9:37AM

Thanks very much, i didnt know if it was just me going off the deep end but doesnt look like it.

Thanks very much for the email address, i feel a very long email coming on!

@Slug - Im getting there! I have a diary if your interested in reading it! If you do pop in then say hello!

embarrassed_about_my_debt · 26 June 2008 at 1:00PM

just drafted an email, what are peoples thoughts? Any adjustments or extras?

Dear Sir,

Account number: xxxxxxxxxxxxx

I have been an Abbey Credit Card Holder for a number of years and on the 24th of June 2008 set up a balance transfer on the Abbey Credit Card internet site from another card onto my Abbey credit card.

On the 25th of June 2008 phone calls were received at my home and place of work with the information that the caller was from the Abbey fraud department and could I contact them as soon as poosible. This message was left on both telephone numbers.

My mother panicked and phone me to tell my as I was out attending a meeting with a client. Upon phoning the number left I discovered the reason for the call was to confirm the balance transfer on my account as i thought it would be.

I feel that to much information was disclosed to both my mother and the receptionist at my place of work. The only information that needed to be left if any was that the call was from Abbey and could I please contact them. No information saying they were calling from the fraud department was required. Normal procedure is the only information is given is the call is from abbey.

I feel my privacy has been invaded by the information that was disclosed by your call centre resulting in questions regarding my private business that should not have arisen. There was also a box on the internet site for a contact telephone number for contact, this was provided and completely ignored. If I had wanted calls to my home and work numbers then I would have included these numbers.

I look forward to hearing your thoughts on this matter and how it will be resolved.

Yours faithfully

elsien · 26 June 2008 at 1:10PM

I stand ready to be jumped on for this, but I think you're overreacting ever so slightly.
I've had calls from Halifax fraud squad before now, not because they were implying I'd done anything wrong, or calling me fraudulent, but because there was account activity they wanted to check on to make sure it was me doing it - ie protecting me from fraud attempted by other people.
They say it's about fraud to get you to phone back quicker so that if anyone's trying to mess with your account they can put a stop to it straight away. If you just thought it was a general abbey call, would you get back to them as quickly?
IMO your debt situation has made you a bit oversensitive - understandably so, but just wanted to say that how they dealt with the situation isn't necessarily to do with your debt, but just maybe standard procedure?

Fuming at Abbey, what to do?

Comments

Confirm your email address to Create Threads and Reply

🚀 Getting Started

Categories

Is this how you want to be seen?

Get our FREE Weekly email full of deals & guides - and it’s spam-free