Abbey - Worst Bank Ever?

HamiltonL

Fizog wrote: »

My card was cloned about two weeks ago and £580 and £629 went form my account within twodays. Luckily I picked up on it and rang to cancel card ... to find Saturday night that fraud are closed but I could speak to someone in Asia who didn't cancel my card as I requested, just reissued a new one which 9 days later I am still waiting for!!
As the most I ever spend is about £120 (and rarely) I was a bit annoyed that nothing had flagged up, any large amounts on the LLoyds we always get a call to check. I spoke to Nikki (who seemed to have had a bad weekend) on Monday a.m. in fraud who was very abrupt and annoyed I wasn't grasping the information she was barking at me. I received a bill from Dell for £629 on Wednesday so rang back fraud thinking they might like the info but after 10 minutes with the phone ringing no ne picked up and abbey cut me off!!:mad:

Were they just two transactions or clusters of transactions over those two days? The transactions weren't probably large enough for the system to flag it. I know it does work for amounts similar to the ones you have there.

I assume you have spoken to the Disputes team (UK based and open weekdays) about this now, if they are card payments?

It usually takes seven working days to get the new debit card through so you should have it now. Have you?

Quite possible you caught that department at a bad time as wednesdays tend to be busy. I think the phone system cut you off somehow, no sabotage on Abbey's part.

Do keep us informed of your progress on this matter. Hope it gets sorted.

HamiltonL

Spark wrote: »

But anything else is a shamble, especially when you have a problem and you need to deal with their indian call centre, I've never had the phone put down on me so many times than with Abbey call centre, and you can't trust what they say as they lie to you. Some of the staff seem to take upon themselves to talk to their customers as if they were a piece of s**t, and you can't do nothing about it, how unprofessional is that.

Can't comment on India operations, but in the UK - at least in our centre - that behaviour is not tolerated. Nobody is allowed to literally hang up, only in exceptional circumstances i.e. abusive callers and even then a warning has to be made. All calls are not only recorded but also monitored for staff training purposes, and certainly anything misleading is immediately picked up on, even if an honest mistake.

I got a credit card which I never used because I could never log in my online account, I should call them and ask them to send me other log in codes and password, but I can't be bothered because of the above mentioned problems.
What would be the point.

Well I'll give you the direct number 0845 6020350 (no pre-select options and UK based) in case you do decide to chase that up.


Oh and for Paul (yes my products with Abbey are fine atm!), I saw your post on the other thread. I replied to that, but feel free to PM me for more info if I can help any more.

Fizog

:mad: HamiltonL thanks for your reply I received new debit card today and tried to unlock my on line statement which I was told I would be able to when I got new card. Phoned only to discover it will take 14 days to receive info to unlock account!!!
I lost £580 out of account 23/07/08 discovered 26/07/08 which I reported 28/07/08 (still waiting for form) when I was told £629 and two £2.28 were in holding account waiting to clear 31/07/08. Told person in fraud they were not my transactions.
I checked 1/08/08 to check if these amounts had gone through was told they were not in holding and not gone from account.
Husband was around this evening to check on line as he can still access account and find Abbey have released £629 4/08/08 :mad::mad::mad: I now have to ring tomorrow and discover why this has happened. My entire months wages gone and an empty account luckily I have access to other money but at this rate it will take 6 weeks to get it back.
I do not understand why everything takes so long to acquire ....10 days for a form......where does it come from Alaska by dog sled? 14 days for another form..?
I never spend more than £120 tops in a supermarket always in London and these two transactions were in Slough and Banbury one on the phone, one on line and neither were flagged up as unusual patterns.
My OH spent £150 on another account and he was phoned in the store to check it was him.
Lloyds have been brilliant over fraud transactions and quick with forms and replacements and refunds I am appalled by Abbey and when this is sorted out,on present form sometime in November - I will be moving account.
Feel better for ranting..sorry no longer red and furious just blue and sad!

strobe500

my girlfriend had illegal internet payments coming from her account (although only a card cash account not a debit card!), which made her overdrawn and consequently incurred bank charges. she tried to get the charges removed and close the account, a year later it's still going on, she has just paid another £170 for charges to an account she doesn't use and has been told to go back in September to close it. from the start she has been deceived, lied too, and fobbed off by the Abbey and their staff. the Abbey have a complete lack of customer service and treat people and their money without any respect. hopefully in September we will finally be able to close the account and get away from the this modern day loan shark!
:mad: :mad: :mad:

HamiltonL

Fizog wrote: »

I lost £580 out of account 23/07/08 discovered 26/07/08 which I reported 28/07/08 (still waiting for form) when I was told £629 and two £2.28 were in holding account waiting to clear 31/07/08. Told person in fraud they were not my transactions.
I checked 1/08/08 to check if these amounts had gone through was told they were not in holding and not gone from account.
Husband was around this evening to check on line as he can still access account and find Abbey have released £629 4/08/08 :mad::mad::mad: I now have to ring tomorrow and discover why this has happened. My entire months wages gone and an empty account luckily I have access to other money but at this rate it will take 6 weeks to get it back.
I do not understand why everything takes so long to acquire ....10 days for a form......where does it come from Alaska by dog sled? 14 days for another form..?

Sorry for the problems you have had first of all Fizog.

Unfortunately if a transaction has been authorised, even if it hasn't cleared, it can be very difficult to stop it going through. We would usually need confirmation from the company the transaction was done for to confirm it is fraudulent.

10 working days is the standard time to get the disclaimer. I believe some investigations are done first before the disclaimer is sent out. Hopefully the money will be swiftly returned.

Sorry also to you strobe for your problems. I assume the refunded the fraudulent transactions but not the charges, which seems odd. Best keep on trying to sort it, that is very disappointing.