Abbey!

karenj

My mother and father had all their cards stolen in Benidorm along with passports and driving licences on their way to a new life of retirement in Spain. 4 of the cards stolen had fraudulent transactions and 3 of them have been refunded in full. The one she is still waiting for is from ABBEY. To date (5th Dec) she has had no communication from Abbey regarding this, despite faxing 2 lots of claim forms, complaining to Abbey and further complaining about the length of time it is taking to respond. Can anyone help? As I am acting for my mother, all communication can be sent via myself. This is really becoming a joke. I have written to the Times twice, but to no avail. It has really incensed me that Abbey cannot be bothered not only to refund the obvious fraudulent transactions, but to ignore communication from a customer.

Any suggestions of where we go from here??

Bossyboots

No suggestions sorry but I can sympathise with you.

My daughter and I had an appointment with abbey last week. When we arrived we were told the advisor was still at lunch (3.30 p.m.) but as we were a little early that was okay. After waiting half an hour we discovered that the person we were due to see was in fact the lady in the little office who had been seeing people off the street whilst we were sitting there waiting.

I have made a formal complaint and am still waiting for my written apology and an explanation. If it does not arrive tomorrow then I will drop a letter of complaint into the branch.

If you want a bank that treats its customers with respect and as people, don't go to abbey.

karenj

Thanks for your response. It's good to hear that I am not alone in my dilemma with Abbey, although I do sympathise with anyone having any kind of problem with them.

I would like you to keep us all informed of your progress with Abbey, as I shall too with ours.

My next step is to go to the local branch with all the paperwork and demand that something is sorted there and then and if necessary, to call my mother on her SPANISH mobile to clarify that the information I am giving is correct. It has been made more difficult in the fact that my mother is in Spain and I am dealing as best I can with the situation. God only knows what it would be like if there was no-one in the UK to deal with it! Perhaps they think that we will give up. No chance!

Enough is enough. My mother has been waiting far too long for this to be resolved.

juno

I hate Abbey too! I was rejected for their student account, and then a few weeks later a woman phoned trying get me to apply for a credit card. I said no coz I'd already been rejected for something more aimed at students. She then said it wouldn't affect my credit rating! I then told her that too may searches etc does, and went on for about 5 mins.

Surprisnginly, she's never phoned back. ???

Bossyboots

I'm still waiting for my apology and explanation.

Tonight I will be writing a letter of complaint and am going to take it into the branch in the morning.

My daughter is going to get the debit card we had been battling for so at least we got a result but I am not going to let them rest on their laurels.

mike_the_bike_2

Easy solution to this..I have had bad experiences with "Shabby National" too so its quite simple...I just don't use them or have anything to do with them anymore...

karenj

>:( >:( >:( >:( >:(

Still no news from Shabby National (I like that name!) despite 3 emails sent to their complaints department. Anyway they said they would respond within 4 weeks which is up on 18th Dec. Can anyone suggest where I can take this complaint to newspapers etc. as The Times have not come back to me from 'Whine of the Week'? I really want to expose this to the media. Does anyone have any contact with any journalist/media source? Apart from this, I am now going to write to the Customer Sales Director, quoting excerpts from their website about how they aim to be the best provider and treat customers with respect etc. etc. The usual !!!!!! you know.

Please, if anyone can help! Martin, I heard your show today on Radio 2, but how does one go about getting publicity about shoddy customer service? By the way, the Abbey customer satisfaction telephone number is an 0870 one!! Unbelievable! How on earth can customers ring an 0870 number from abroad?!