not a happy abbey customer!

Broadback

This reminds me of those tales of bad cars. Anyone who has problems with a new car, almost invariably, rubbish the manufacturer, simply because that is their experience. I have been with the Abbey for some considerable time and have nothing but efficient and polite service both on line and at the local branch. I guess that if any company has a large customer base they are bound to have some problems. I bet my service from the Abbey goes tilt now!

bjorn_again

Broadback wrote: »

This reminds me of those tales of bad cars. Anyone who has problems with a new car, almost invariably, rubbish the manufacturer, simply because that is their experience. I have been with the Abbey for some considerable time and have nothing but efficient and polite service both on line and at the local branch. I guess that if any company has a large customer base they are bound to have some problems. I bet my service from the Abbey goes tilt now!

Me too the same, never had a problem and my cahoot account works like a Rolls Royce engine, - one of the reasons I stick with it rather than chasing tarty rates when times are good.

dealsearcher

I have been with the Abbey for some 30 years or so. In the past they were a good bank (building society). A couple of years ago they had a serious problem with their computer system which lasted several months before it was sorted out.

Now their customer service has gone severely downhill. They don't have a secure message service on internet banking. Nationwide have a very good one on their internet banking which is secure and works very well. With the Abbey if you send them a message (if you can find the form) it is insecure and usually the eventual reply refuses to answer your question for security reasons and invites you to telephone them.

Their telephone system is a major frustration, inviting you to 'press 1 for this press 2 for that' and often without an option of speaking to someone.

I have recently applied for one of their fixed rate bonds because it is a good rate at present. A week later I had not had a response from them. I have therefore tried to contact them to cancel. The savings and investment number had no option to speak to someone and their complaints department were closed after 5pm. I have resorted to sending an 'email' using their message form. This gives you no record of what you sent and, more than likely, their reply will not answer the point but will invite me to telephone them.

The Nationwide just needed the funds in my flex account, asked me which bond I wanted and how much and did everything immediately. The bond will show up on my internet banking within 5 days but there's no rush - because interest is added from the day I applied. That is what I call service! If the Nationwide can do it why can't Abbey?

andy1c

i had the same problem with a standing order to the abbey this month.
i contact them and was told it was the fault of the halifax as the abbey had no record
of this months standing order..( 20 minutes on phone to abbey)

so i contacted the halifax and was told all abbey standing orders for this month had been return as there was a problem with the abbey computers..

so now i will be checking this every month just to case of an abbey problem again

Speculator

Abbey started to accept Faster Payments this month and this caused a problem with their computer system.

hansi

Just_landed wrote: »

agreed

and seconded.

hansi

Speculator wrote: »

Abbey started to accept Faster Payments this month and this caused a problem with their computer system.

Oh No, no, no (as Churchill would say), anything Abbey does causes a problem!! They were rubbish before FP:mad:

bagsacash

Have to say banks in general are trash, there are some that are slightley better than others, but you have to pay for that.

I tried opening a eSaver with A&L this morning (Santander) and being an eSaver I thought it would be open instantly without fuss. I know, I know I'm bloody stupid for thinking a online savings account can be opened the same day. I was informed it'll take up to five days to open the account, yes thats up to five days.

I've seen slugs move across dry tarmac quicker. It realy is pathetic the time it takes to open an savings account.:mad:

hansi

They're not all the same. My Coventry esaver was available 24 hours after I had sent the froms back.

dealsearcher

The Nationwide may not be perfect but it is better than the Abbey in all respects when it comes to customer service.

Messaging service - Nationwide have a message service from within internet banking (as does the Coventry) which is secure. Abbey only have a message form, quite well hidden, on their website and can only reply with an email telling you that emails are not secure and to telephone them.

Telephoning - Abbey have a centralised system which has a 'press 1 for this, press 2 for that' system, often without the option of speaking to a person. Nationwide have a number which is on your bank statement for your local branch where you can speak to someone who knows you and your problem.

Abbey have a system which is convenient for them. Nationwide have a system which is convenient for the customer.