Alliance & Leicester - ANYONE GOT ANY ADVICE PLEASE?

KJane_2

hello, has anyone else had problems with the A+L current account with the free overdraft facility? I know they're running the offer again now but they ran it last summer too and I signed up.

They didn't transfer my wages and direct debit as expected. Initially they said it was because I had a second signatory on my account but I rang them and they said they were dealing with this and I did not have to do anything now from my side.

Next thing I know they write and say because I haven't switched my bills, wages etc etc to them they're going to start charging me £5 a month for each month I'm overdrawn.

I write and say no don't do this, let me know what the problem is. My account incidentally is only £20 overdrawn because I wrote a cheque expecting my wages to be paid in.

I have been charged £5 a month for the last few months whilst they have ignored all my letters - other than to say, for 3 months, 'we're looking into it, apologies for the delay'.

The final letter said that basically they're sorry I'm not happy and that they're right and I'm wrong. No conclusion to the fact that they didn't switch everything over that they should.

I rang and eventually, this is after many other letters, was told that the Abbey National hadn't allowed them to make the switch. When I asked why I hadn't been told this previously, in order that I might contact them, they responded they didn't know but as it wasn't their fault all the charges stand.

I replied that they had me over a barrel and I strongly objected as to my mind the fault lies in their miscommunication as much as, allegedly, with the Abbey National.

So...stalemate, but meanwhile they're charging me a fiver a month.
The principle really pees me off and of course I don't want any black marks against my name.

Has anyone else got any advice or been through this themselves with them? I have heard they don't have the best customer service and tend to the take the 'we're right so tough luck' stance compared to other banks. One for the ombudsman do you think?

any help gratefully received.
KJane

peawack

Alliance & Leicester have to be the worst bank that ever existed. My wife and I both opened accounts with them, and it has been the most unsavory and uncomfortable experience we have ever had.
I have managed to close mine, my wife has tried every means at her disposal, but to no avail. First by secure message, but it cannot be closed that way. Then by telephone, but she was referred to the nearest branch. then they told her to go to the branch where the account was opened, who said they should have closed the account online.
Next it was by letter, but because we have changed our address recently, we could not close the account without a copy of her passport, which we sent. They have not replied after three weeks ! Absolute disgrace.

mccoubd

peawack wrote: »

Alliance & Leicester have to be the worst bank that ever existed. My wife and I both opened accounts with them, and it has been the most unsavory and uncomfortable experience we have ever had.
I have managed to close mine, my wife has tried every means at her disposal, but to no avail. First by secure message, but it cannot be closed that way. Then by telephone, but she was referred to the nearest branch. then they told her to go to the branch where the account was opened, who said they should have closed the account online.
Next it was by letter, but because we have changed our address recently, we could not close the account without a copy of her passport, which we sent. They have not replied after three weeks ! Absolute disgrace.

I have to agree about the A&L poor level of service. We (community organisation) signed up as we were led to believe we would get community free banking. Imagine our surprise when the first statement arrived with a £5 charge.

We complained and told "TOUGH" thats what you signed up for.

To make matters worse the layout of their statement is simply terrible and is not set out in a logical fashion.

After less than 3 months we are now looking to swtich again.

peawack

That seems to be the way they work. We signed up for one deal and got another.
Then it was , as you say 'tough !'.

Mrs_Ryan

Yep, A&L are the worst bank ever. They are a law unto themselves, ignore rulings from the Financial Ombudsman, place false markers on your credit file 'because they can' Sheesh.... roll on May when my wages are moving to my Halifax account... its a step down from my A&L account but I have to keep my A&L account anyway as I need Visa Debit card and chequebook!!!
Dont think I will ever get shot of A&L....

olly300

KJane wrote: »

Has anyone else got any advice or been through this themselves with them? I have heard they don't have the best customer service and tend to the take the 'we're right so tough luck' stance compared to other banks. One for the ombudsman do you think?

Looks like you are going to have to change banks again or go back to your old bank.

Unfortunately I've learnt when I've changed banks not to close my old account for at least a year. (And no I'm not an A&L current account customer.)

If you complain to the FOS it will take at least a year for them to sort out your complaint. If you search for other threads on this forum most people point out the ombudsman redirects letters back to the offending institution once you have complained them. The reason they and other regulators do this is lots of regulated companies don't take consumer complaints seriously until they have been referred to ombudsman.

johncolescarr

I would suggest:

First, make sure you have a back up account;

Write to your bank, explaining that you are not happy and that you want the charges repaid. State specifically that you will give them 14 days to respond and that if no response is received you will be approaching the financial ombudsman. If you do not get a satisfactory result then go to the ombudsman. You have clearly exhausted communications with the bank and you have not received a satisfactory resolution, therefore in my opinion its time for the ombudsman.

Voyager2002

johncolescarr wrote: »

I would suggest:

First, make sure you have a back up account;

Write to your bank, explaining that you are not happy and that you want the charges repaid. State specifically that you will give them 14 days to respond and that if no response is received you will be approaching the financial ombudsman. If you do not get a satisfactory result then go to the ombudsman. You have clearly exhausted communications with the bank and you have not received a satisfactory resolution, therefore in my opinion its time for the ombudsman.

I agree.

I suggest that you send your letter by FAX (there is a FAX number given on their website). That is what I did when I had a comparable problem with them, and it seemed to reach someone with a brain, who had enough authority to get things done.

KJane_2

thanks everyone - I'm going to pay it off to avoid a black mark and fax a complaint and write to the ombudsman. I'm all inspired now I know everyone seems to feel the same way...
I did keep my old account by the way, had to, A+L didn't transfer anything over - bad, bad bank!