Abbey business accounts

97trophy

same here.

PBA

ste-k wrote: »

OK we are too 'Stupid' to read instructions, I am male I never read instructions always 'wing it', but if the system was designed to take into account 'Stupid' people and incorrect responses then Abbey would not be in the mess it currently is, and we would have accounts that actually worked.

Stupid - is the decision to make the change just before Christmas

Stupid - is not testing properly the system and all possible scenarios ( Standard IT practice )

Stupid - is not implementing the back out plan and keeping customers functioning ( Also Standard IT practice ) when it clearly went tits up and changes had to be made on Monday evening.

Stupid - is not informing customers of the requirements of Cards as the basis of new security system. Even now you can still log in with personal details does not force you to use a card.

Stupid - is Lies from the call centres and no admission of how big the problem is.

Stupid - It's a stop gap until the next upgrade in 4 months.

I am so angry about this situation it takes a lot to get me to complain and post on-line but this has to be the biggest co*k-up going, and the post by jay974 just confirms that Abbey don't have a clue about customer service.

OK then, a couple of points.

The just before Christmas point can't be avoided. This isn't the only big Abbey change that's been made. There's been big changes to the systems pretty much every week for the last year or so. A major change in branches goes ahead today, and there was another for B&B this week. It's not that change could be pushed back, there's too much to be done.

IT is well tested. New systems are those being used in Spain and elsewhere in Europe, so they've been well used in real scenarios for quite some time.

I don't think there's another upgrade to cause disruption in 4 months. The old system wouldn't have been able to handle faster payments whereas the new one will, so that shouldn't be a change that causes disruption.

There's obviously been some disruption, but there will be benefits too which will come clear once new facilities are rolled out over the next few months.

TMc_2

I posted my issues with Abbey to the telegraph blog on Wednesday night but the Telegraph removed my post yesterday. I assume it had something to do with the fact it contained the email address for the Executive Director in charge of business banking, to whom I sent my complaint. And I got a phone call from the Executive Complaints team yesterday...

So to recap, I had been lucky enough to be able to log on but a transaction had hit my account on Saturday which last time I looked was a non-banking day. It put me VERY overdrawn and Abbey promptly charged me £32 for the privilege. My personal logon for my mortgage had also been wiped, oops sorry, "consolidated" with my business logon. I spent a lot of time on the phone not getting through and abandoning a lot of calls. The final call took an hour and the agent didn't know what to do.

Anyway the Exec Complaints Team have refunded the charges, covered my phone costs and I was given lots of assurances that things are getting back to normal. Not so when I called yesterday though. Wait times are still long, though not hours, and I still can't transfer money between my deposit and current account - basic functionality.

I assume all customers will be treated the same in terms of refunds and telephone costs being covered, whether they contacted a director or not.

When will Abbey come clean about the true extent of the problem? If you've had the same poor experience then why not send the details to BBC's Working Lunch to see if they can feature and get Abbey to tell us when this will all be resolved - http://news.bbc.co.uk/newswatch/ukfs/hi/newsid_3950000/newsid_3959400/3959413.stm

I really don't expect this to be fixed any time soon. I stick by the word in my post last night - shambolic. I've worked in Banking technology my whole career and most competent banks are in the middle of their christmas change freeze.

Ho ho ho.

ste-k_2

PBA wrote: »

OK then, a couple of points.

The just before Christmas point can't be avoided. This isn't the only big Abbey change that's been made. There's been big changes to the systems pretty much every week for the last year or so. A major change in branches goes ahead today, and there was another for B&B this week. It's not that change could be pushed back, there's too much to be done.

IT is well tested. New systems are those being used in Spain and elsewhere in Europe, so they've been well used in real scenarios for quite some time.

I don't think there's another upgrade to cause disruption in 4 months. The old system wouldn't have been able to handle faster payments whereas the new one will, so that shouldn't be a change that causes disruption.

There's obviously been some disruption, but there will be benefits too which will come clear once new facilities are rolled out over the next few months.

If this post is from a Abbey insider it just proves they don't give a hoot or understand their customers.

Make they change just before Christmas just as most large organisations enter their Xmas IT change freeze, I think some small business might be a tad busy this time of year as some bloke in a red suite is about to visit all our kids. Losing access to their business accounts is something they could do with out. Why exactly could this not have been done early in the new year ? 'too much to be done' seems to be the poster answer. No exactly best ITIL practice then.

The system may work fine in Spain and other areas, that I cannot comment on as it's the migration that has failed who cares about the promise of extra functionality and quicker payments if the basic system cannot be accessed.

Arrogant and insincere just what I've come to expect from Abbey.

Once I can get access to my accounts I am off to another bank not part of the Santander group.

Smallbusiness_3

I had two items from Abbey in the post today - fantastic - I expected it woudl have everything I needed to get online ... silly me. I should have known better. One contained the ID they had already given me over the phone and said that two more items would be sent over the next 14 days and I would need all of them.

They have been very helpful and responsive on the phone - I have a direct line number to someone who has been sorting out both my businesses. He is excellent at ringing back when he says he will. Well done on that score.

ste-k_2

I've just had a cheque for my current account drawn against my business reserve account. Amount and cheque Number tally but Abbey have taken the money out of my Business reserve account not my current.

I've double checked and could not believe it.

Rang the call centre and complained - they tried to say I'd used the wrong cheque book but I had the right one in front of me - they tried to say this could not happen, must have been something I'd done - bollo*ks was my reply, I've no cheque book on the Reserve account. So I've taken a different tack - this must be fraud ! Now that seems to have got their attention and they are investigating.

What is going on ? Since the upgrade it's all gone pear shaped. Now not only can I not do on-line transactions but have to check which accounts they are taking money out of when I issue cheques - seems no point in moving money out of the Reserve account to cover the Current account.

Going to give HSBC business a try !

davybull

I thought my problems were over but apparantly not! :rolleyes:

I've had two customers send BACS payments to me at the beginning of last week. Both these customers pay me every month and so have been using the correct details without problems before.
They have had the funds returned to their accounts! These two BACS payments total just under £8000.00 so, for me, that is a big chunk of money that is not in my account! :mad:

Didn't have any of this before.

blain2

After a week and a half of not beeing able to access any of our 3 business accounts, we have now received the 3 seperate letters by post (which we had to ring up and ask for). Using these, we were able to log in successfully today, and we now see all 3 current accounts at once. (Previously, we had 3 separate logins). So far so good. Would have been good if they`d told us that this would be what would happen, though. Maybe they didn`t know.......

97trophy

Got the final 3rd letter today. Logged in with no problems.

As above can't move money from reserve to current online but I can live with that.

Overall the website is OK but not great. IMO HSBC's site is far superior to Abbeys.

shockingmoment

I've had all the issues raised above. Infuriating! Hours wasted on the phone to the call centres (who were very pleasant by the way) to move money around. lost lots in interest by having to maintain high balances in the current account.

I've written a sh1ttogram to them complaining, requesting compensation for the problems - they'd slap £35 charge on me each time there was a problem I'm sure. Don't hold out much hope.

Not a single apology from the bugg3rs though.