What are Abbey playing at?

kelloggs36

Long story, but Abbey have totally co**ed up my daughter's student account. First they opened up a graduate account instead of a student account, then 6 months later they transferred it to a current account and not a student account and gave her a flat 1k overdraft which did not increase when she expected it to, despite being promised that it would automatically increase being a studnet account (which of course it wasn't but the various people she spoke to did not realise that when they accessed her account!!) Because of this she has been over her overdraft limit by about £30 - 50. If they had opened the student account in the first place, then she would not be over her overdraft limit at all and would still have capacity. However, because she was over the overdraft limit, they have refused to increase her limit to what it should be as a second year student and have continued to apply charges to her account which means she cannot ever get within her limit despite her best attempts to!!

Anyway, on 13 November, she went into the branch near her home which is where the account is held, and the woman in there told her (after going away to speak to a manager) that all charges were being reversed and that with the 1k credit being paid into the account that day by cash, her account was now zero and was being closed forthwith.

Fantastic thought my daughter.

Oh no think Abbey. Today we get a statement advising that 3 days after they supposedly closed the account, they have applied a £30 charge for a cheque which was cleared a month before (which again, had they given her the correct account in the first place, would have been well within her limit). On top of this, they intend to charge her a further £25 for being over her overdraft limit - which was their fault!!!!!!!!!

We just don't know what to do to get them to just close the account - she was promised that this was the case and that all pending charges were being reversed, but they haven't been. I am hoping that they will realise and reverse the charges again and just close the account, but if they don't she just can't get out of this cycle of charges which in our eyes should never have been appled in the first place because Abbey opened the wrong account yet told her that it was a student account when it wasn't!! The error was only realised this Summer - a year after she opened the account in the first place and during which they have made a fortune out of her through their charges.

Any suggestions as to get this sorted out to our advantage?? She just wants shot of them.

Extant

http://www.abbey.com/csgs/Satellite?c=GSInformacion&cid=564085054880064&pagename=Abbey%2FGSInformacion%2FGS_DetallePie

Complaints procedure.

And tell them their website is rubbish while you're at it.