Abbey have transferred an amount to a wrong account. DEPERATE FOR HELP!!!!

Ms-Pacman

on friday phoned up Abbey & transfered £500 from savings A/C to partners account which is a Nationwide a/c. The staff took details and said transfer had been done. He said it had been done immediately, but as the lady I spoke to at Abbey a few mins earlier before completing the transaction said it takes 4 -5 working days I presumed this chap meant it had left my account and was on its way.

I phoned the Abbey number this monring at 8am to see what the delay was as nothing was showing in my partners account and the money is not in mine anymore and I'm running out of time as the funds need to be in place by monday.

The lady I spoke to first off all insisted it hadn't been done over the phone but in the branch to which I assured her it had been done over the phone as I had not been in the branch. If I had I would have just drawn out the money and taken it to my partners bank direct. She kept saying it was a branch transfer and I think alarm bells started rining as she suddenly sounded worried and asked me to hold.

After being on hold for 10 mins she came back and told me it had been paid into an Abbey account with the same number account as my partners Nationwide account and that it would take 10 days to get the money back.

I didn't lose my temper, but got very upset instead and eventually got put through to a manager as she realised that I wasn't just going to go away and wait 10 days.

The manager told me she would be contacting the person who owned the other account she said she would phone back and update me. She hasn't but I have spoken to various staff each time who say she's away from her desk, on lunch etc but that she has left messages to the other person.

Its hit or miss getting through to her as most times I call the number and I end up in an asian callcentre who not only cannot help me or update me also cannot transfer me through to the manager dealing with this so I've lost times how many times I've rung and hung up whilst trying to get through to the Sheffield customer service.

Any suggestions what I do now?
I have all sorts going through on monday and also need money for fuel and general living. I wasn't expecting there to be a problem as this is actual funds not an overdraft or cheque waiting to clear and now I am truly stuffed.

Its hard not to cry whilst typing this as I have no other means of borrowing an amount from family or friends and its just so depressing after getting my finances sorted that this has happened.....

HELP!

ceebeeby

Ask to speak to a more senior manager as soon as you are put through - explain that you've been holding now for this person / waiting, and are desperately concerned.

I suspect the reason for the delay is they're pulling the tapes of the phone call transaction as it took place last week, to check it's definitely their fault as opposed to yours (i.e. that you made it clear it was a Nationwide account) - I'm sure you did, but I guess they just want to be doubly sure.

Explain to Abbey that it's not your issue how they recover the money from the innocent person, it's up to them to do that.

What you're interested in is the £500 either being returned to your account immediately (probably your safest and fastest option) or an immediate transfer into your partners account (although this could take a few days, but beggers belief why it takes so long!)

Don't get upset .... it will get sorted!

Do you have any other Abbey accounts (current account) - you could ask them to put on a free temporary £500 overdraft until the issue is resolved, allowing you your living expenses??

Ms-Pacman

no, I have no other account at all.
this is as all main bills go out of my partners nationwide account and we can't get an overdraft due to previous problems we are dealing with.
I keep getting told they have left messages with the other person and once they have permission from that account holder they can transfer it back on the same day.... but I can't wait to see if someone returns there call - they can't even tell me if its a dormant account or not that its gone into.

Ms-Pacman

i'm also having problems getting through to someone that can help as most calls go through to an indian call centre who cannot help at all and just say I will have to wait then say they are transferring me to a supervisor and always cut me off.

I was lucky to get through to the sheffield office this morning which is where the manager helping is based. But its hit and miss getting there now and I can't get through to the lady who is dealing with this.

flowerscotland

Hi

I work for abbey in their call centre and our process is that if the other customer has not used some of the money transferred in error, then we can transfer it straight back and leave a note on account and follow it up with a letter.

If some of the money has been used, then we have to write to the customer to ask for payment back.

From what I have read I expect the other person has spent some of the money, or else you could have it back.

I would get back on the phone and get this sorted out today, dont put the phone down until they aim to sort it out for you, this is unacceptable.

Ms-Pacman

I Can't Get Through To The Name And Extension No.
Keep Ending Up In An Asian Call Centre Who Can't Help Me!!!!!

Ms-Pacman

got through to sheffield office (01908), listenning to the lovely abbey music, lets see what his next story is

LinasPilibaitisisbatman

I think the question has to be did Abbey transfer it to the wrong details or were you not very clear?

Ms-Pacman

they dd not enter the sort code, they listnned to my call and I did say the sort code but the man did not enter it so it went to the abbey account which had the same account number as my partners nationwide account

tonight after a whole day of chasing I got through to the Belfast team. the girl I spoke to couldn't understand why it hadn't been corrected especially since it was not my error. She spoke to her supervisor and within 15 mins of her taking the call the money has now been put back into my account!!!

I am going into Abbey branch tomorrow morning and drawing the lot out!