Abbey e-saver interest

Geriatric

I have had an e-saver account for a number of years and interest is credited annually on the anniversary date of opening. Interest was due in October and Abbey have not credited the account. I only noticed this failure on 20th December but Abbey have not responded to e-mails or a fax.
Anybody else experienced this problem?

Geriatric

Decided to waste money on a phone call. After 6 attempts I managed to speak to somebody who said hold on for a minute . Ten minutes later he returned to say hold on a bit longer. I said I was not prepared to do this and would he kindly telephone, fax or e-mail me. He said he was unable to do this!
Customer Service! They do not know the meaning of these words.
I would think it unlikely that Fred or Bill or whatever his name was will do anything further. I asked him if he was like Sting or Jordan and only had one name but he refused to give his other name and said I could have his security number. I declined and rang off.

cottager

Geriatric wrote: »

I have had an e-saver account for a number of years and interest is credited annually on the anniversary date of opening. Interest was due in October and Abbey have not credited the account. I only noticed this failure on 20th December but Abbey have not responded to e-mails or a fax.
Anybody else experienced this problem?

Sorry, no: interest on mine was credited on 16 October as usual.

As you've had no satisfaction yet I suggest you make the complaint official. Abbey must then respond, according to their own guidelines.

My experience of this was a couple of years ago when an issue couldn't be resolved with the usual telephone helpline, and it was they who suggested I should raise a complaint.

Checking their online page about complaints, it looks to be much the same now as it was then. For the address/tel see
http://www.abbey.com/csgs/Satellite?c=GSInformacion&cid=564085054880064&pagename=Abbey/GSInformacion/GS_DetallePie
and it's the Milton Keynes place in Step 2 you want.
The phone number's the same as when I complained, and I have a note they were open 8.30-5.30 Mon-Fri and 9-1 Sat.

When I called them I was given a complaint reference number (if it isn't offered, ask for one), and I also kept rough notes of the call, date, and who I was speaking to.

An acknowledgement letter with a leaflet explaining the procedure arrived shortly afterwards. Online it now says it should be resolved within 8 weeks -- this hasn't changed overall, but in the leaflet of 2006 there was more detail. The first letter acknowledging the complaint would be sent within 5 days; they would try to resolve the complaint within 4 weeks; if they needed more time they would write again; but if their final response wasn't sent within 8 weeks of my original complaint it could then be referred to the Financial Ombudsman.

In my case it was all concluded quite speedily (and satisfactorily) in about 2 weeks, so I didn't need to write or phone to chase them up, but you need the complaint reference number in case things don't happen as they should. Quote it if you find yourself needing to write, keep a copy, and I'd suggest also sending by Recorded Delivery.

If the interest has not been credited, I'd also think you have a case for claiming for the loss of some compound interest since mid-October.

Good luck

Special_Saver2

Geriatric wrote: »

Decided to waste money on a phone call. After 6 attempts I managed to speak to somebody who said hold on for a minute . Ten minutes later he returned to say hold on a bit longer. I said I was not prepared to do this and would he kindly telephone, fax or e-mail me. He said he was unable to do this!
Customer Service! They do not know the meaning of these words.
I would think it unlikely that Fred or Bill or whatever his name was will do anything further. I asked him if he was like Sting or Jordan and only had one name but he refused to give his other name and said I could have his security number. I declined and rang off.

Hi Geriatric,

Next time, you can get them to pay for the phone call!

Go to this page and they will telephone you at their expense.

SS2