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Problems with Abbey Current ac Is it worth complainIng?

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I have held a current ac for over 15 years at Abbey National, but last month I had the account restricted for approx 6 days with no reason why.

I went to Asda arrived at till with full shop only to be told my debit card wouldn't be accepted, paid with another card. Forgot all about it and went away for the weekend. Came back Sunday night, couldn't get cash out of the machine. Rang up service centre from work Monday morning and was told if I needed cash I would have to go to the branch with 2 forms of ID.

Sent my husband into the bank, with his ID. He could with draw cash, but branch said a restriction had been put on our account and they didn't know why! He sat in the branch for about 45 mins while the staff rang various people and said the restriction would be lifted from tomorrow. The branch could not give a reason why and said they had never heard of this before. No letters to tell us why just inconvenience.

But since then I have been left with 6 direct debits that were unpaid and letters from various companies, so lots of hassle to start them again and make up missed payments, and they think I cancelled the direct debit. My internet connection was switched off, and contact lens un-delivered!

So do I send a letter of complaint, but what good will it do? If I only get a short apology back it hardly makes up for the inconvenience.

I intend changing banks but I don’t suppose that will be an easy job.

Comments

  • MarkyMarkD
    MarkyMarkD Posts: 9,912 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Changing banks is a very easy job - it doesn't take that long to notify all your suppliers you pay by DD that you have a new account, and to set up the new DDs.

    Don't put up with shoddy service!

    But equally well, I think you should insist on finding out why Abbey did this to you, before taking rash action to move elsewhere.
  • They will probably compensate you with cash for your trouble if you explain to them HOW you were inconvenienced with this. I use abbey for my main bank account and have had no trouble with them for day to day banking on the other hand however I also have an HSBC account and all of a sudden last week for no reason I can't get into online banking and the solo debit function of my card now refuses to work (i can still use cash machines). HSBC have left a message on my voicemail asking me to call them back regarding my account, which I am not doing as it will be to my cost, waiting until they ring again!.

    Usually banks put stops on accounts if your activity level suddenly changes and that could be the case for my HSBC account as I havent used it in a while. This is a fraud prevention system and the same could also have happened to you if your spending patterns have changed.
  • cosyc
    cosyc Posts: 345 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    There has been no real change in our bank activity.

    But all just seems strange how they can do this and no one will say why.

    I can't imagine it's a computer fault or error, someone somewhere must have pushed a button to do this to the account. It doesn't give me much faith in Abbey. If I had been away on holiday and wanted cash out I would have been stranded.

    I have now written a letter but don't not sure how much notice they will take. Do you think I should ask for money compensation, I didn't know they did this?

    Mind you I don't usually complain.
  • Darryl
    Darryl Posts: 218 Forumite
    Abbey National subscribe to the Banking Code (http://www.bankingcode.org.uk/pdfdocs/bankcode.pdf). As such they promise (among other things) to:
    "Deal with things that go wrong quickly and sympathetically by:
    • correcting mistakes quickly;
    • handling your complaints quickly;
    • telling you how to take your complaint forward if you are still not satisfied; and
    • cancelling any bank charges that we apply due to our mistake."

    If they don't keep this promise, you can complain to them. If you are not satisfied with their response, you can take your complaint to the BCSB who will ajudicate. If the bank has breached the code you can be compensated.
    (see: http://www.bankingcode.org.uk/complaints.htm)

    Banks should compensate you before it get's to this stage, but many hope you won't take it that far...

    I've found that by mentioning the Banking Code, most banks suddenly treat you fairly well (curious that, eh?).

    Go for it, and let us know how you get on.

    Darryl.
    ... Fool's Gold ...
  • BenL
    BenL Posts: 3,189 Forumite
    You should go for any charges incurred to yourself, e.g. were you charged an internet re-connection fee or credit card fee for an unpaid DD.

    You may be asked to send the invoice so no making it up.

    Ben
    I beep for Robins - Beep Beep
    & Choo Choo for trains!!
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