Worth complaining to Abbey??

jen2810

Back in July I applied for an Abbey zero card, so I can do a balance transfer to it for 6 months 0%, with 0% fee.

They wrote to me to say that I had provisionally been accepted, but I had to send the credit agreement and photocopies of 2 forms of ID back to them. I then went on holiday for a couple of weeks, and when I got back at the end of August I'd received another letter from them chasing it up.

On 28th August I phoned their call centre to explain that I'd been away, and what would be the best way of getting the info to them. They suggested I go into my local branch, and get them to photocopy my ID for me and send it through internal mail to the credit card dept. I did this the following day (29th August.)

As I haven't heard anything I gave them a call yesterday - after being transferred to 5 (!) different depts, I found out my application had been cancelled on 1st September! No one could tell me why, other than to say it was probably because they hadn't received the documentation from me (even though I'd taken it to the branch....)

Each member of staff just suggested I start a brand new application - but won't this affect my credit rating? They've obviously done a credit check on me once already, and doing another so soon can't look good? To be honest, with the customer service I've received so far I'm tempted to forget about them and apply elsewhere - but that will still look bad on my credit rating won't it??

Is it worth me complaining to Abbey about this? Is there anything they'd be able to do? Can they remove their previous credit search from my records somehow???

Any advice? I'm coming to the end of the 0% period on balance transfers on another credit card, and really don't want to start paying interest if I can avoid it!!

Swans1912

jen2810 wrote: »

As I haven't heard anything I gave them a call yesterday - after being transferred to 5 (!) different depts, I found out my application had been cancelled on 1st September! No one could tell me why, other than to say it was probably because they hadn't received the documentation from me (even though I'd taken it to the branch....)

Each member of staff just suggested I start a brand new application - but won't this affect my credit rating? They've obviously done a credit check on me once already, and doing another so soon can't look good? To be honest, with the customer service I've received so far I'm tempted to forget about them and apply elsewhere - but that will still look bad on my credit rating won't it??

I applied for an Abbey Zero card and was accepted there and then on the phone. I was told the documents I would need to sign would come in the post and to return them ASAP. The documents never arrived and on my 5th phone call after 2 weeks I was told my application had been cancelled.

I contacted my local branch and they phoned for me, they explained that after a certain period of time applications are cancelled incase of fraud.

I too was told the only way I could now get a card is to apply again, I told them to stuff it!

EDIT: I registered a complaint over 5 weeks ago and not heard anything!

jen2810

Thanks for letting me know your story! Looks like its not just me they've been rubbish with! I'm not holding out much hope for my Alliance & Leicester bank account now if this is the Santander way!

HamiltonL

jen2810 wrote: »

On 28th August I phoned their call centre to explain that I'd been away, and what would be the best way of getting the info to them. They suggested I go into my local branch, and get them to photocopy my ID for me and send it through internal mail to the credit card dept. I did this the following day (29th August.)

As I haven't heard anything I gave them a call yesterday - after being transferred to 5 (!) different depts, I found out my application had been cancelled on 1st September! No one could tell me why, other than to say it was probably because they hadn't received the documentation from me (even though I'd taken it to the branch....)

Each member of staff just suggested I start a brand new application - but won't this affect my credit rating? They've obviously done a credit check on me once already, and doing another so soon can't look good? To be honest, with the customer service I've received so far I'm tempted to forget about them and apply elsewhere - but that will still look bad on my credit rating won't it??

Is it worth me complaining to Abbey about this? Is there anything they'd be able to do? Can they remove their previous credit search from my records somehow???

Well first of all I apologise for the problems you had with this application.

I don't know why it could be abandoned. A possibility is that there was something on the acceptance forms that Abbey were suspicious of which is why they could have stopped the application. I couldn't give you a firm answer on that though.

Abbey's Complaints team is 0845 600 6014 9-5 Mon-Fri, though I think it would be best to deal with it through Customer Services first who can raise a complaint at their end.

Finally regarding your credit rating, I think you might not be lucky with that seeing as you applied originally. I wouldn't recommend applying with Abbey for now in case the same problem happens or you get declined for applying too soon.

not_loaded

Unless you enjoy long drawn out silences, I’d say don’t bother complaining to Abbey. They can’t get the basic job right and then they ignore complaint letters.

If you browse the ‘big’ Abbey Zero thread on here you’ll realise what a lucky escape you’ve had!
http://forums.moneysavingexpert.com/showthread.html?t=882317

As it runs for 15 pages I’d suggest a quick skim from about page 8…

eslick

Applied for card 8 to 10 weeks ago, got the letters from them after 4 weeks 4 weeks later still nothing. Called yesterday and wasnt impressed with the customer service at all, took ages to find my application and then said there was a back log. Only wanted it for a holiday and we go on Friday so was going to cancel it over the phone but after talking to them I didnt feel that they would be able to do this as the lady didnt seem bothered so will wait for the card to arrive and then cancel it. Hate to think how long they would take with a mortgage.

dhassen

Abbey / santander are crap at everything in my experience..... avoid!!!