My complaint letter to the useless Abbey National

Neiliboy

Opinions please before this gets posted tomorrow morning

Dear Sir or Madam,

I write with reference to the above account. Having just returned from the Cambridge ‘Costa’ branch of Abbey, I am left angry, annoyed and extremely dissatisfied.

I visited the above branch just now to perform what I consider to be the most simplest of banking functions – change £xx.xx [its a small amount - trust me] of counted and bagged coins into notes. I was told it had to go through my account and then back out again and was asked for my card, to which I duly obliged. I was then told my request could not be processed because I had a business bank account. Literally one foot away from the Bank clerk was a drawer full of bank notes. The clerk could easily have changed my coins after having already weighed them, but refused, telling me it was ‘company policy’. I took this further with a gentleman on the welcome desk (after having asked for the ‘how to complain’ leaflet) who also explained it was ‘company policy’.

The reason I’m so angry is because I made an 8-mile, 1 hour round trip into Cambridge City Centre on a traffic-riddled Friday afternoon to pay in my cheques and change the said coins. I do not have an issue with you requesting my card as I understand you have money laundering regulations to adhere to (although it does seem extremely pedantic that you have to pay in, then pay out of a customer’s account) – so please do not send me a banal letter explaining this. I do have a problem with the fact that such a simple task of changing coins to notes could not be done due to ‘company policy’ - had I been a regular customer, as opposed to a business customer, my coins would have been changed. 10 minutes later I did indeed walk into my local HSBC branch and change the coins. It would seem that HSBC possess the common sense and logic that your executive decision makers clearly lack.

Analysing the above situation, the bottom line is that you do not provide the service of changing coins to notes (or vice versa) for Business bank account customers. Again, this has to be the most simplest of all banking functions. As a customer whose account is always in credit, you are holding MY money and I will not be treated like a 2nd class customer.

I would like this investigated and a satisfactory response supplied. If I am not satisfied, I will be shutting down my account and transferring to one of your competitors with immediate effect.

I look forward to your prompt response.

Gingham_Ribbon

Your letter sounds fine and I would probably be complaining too.

The only thing I noticed was on 2 occasions you say 'most simplest' instead of 'most simple'. Otherwise I probably wouldn't change it.

1jim

reads ok to me,
we have 2 business accounts, one with abbey which we use for everything but cash transactions, and one with alliance and leicester which we use to pay cash into the post office with as they take coins and notes, we have found the abbey really good although i guess to be fair if you are using the free account it is an internet/postal account so i guess the reply letter will just say that
let us know how you get on
thanks and good luck
jim

jobbingmusician

I wonder if it's worth doing a google on 'legal tender' to see if banks have an OBLIGATION to accept cash....;) (No insider knowledge, it just feels right...)

Neiliboy

ts_aly2000 wrote:

Well written letter, doesn't drift and go OTT in any form.



I'd hope they do accept cash as it kind of rewrites the meaning of the word 'bank' if they don't. It's a bit like having a plumber that doesn't plumb pipes.

The banks are doing nothing more than wriggling out of doing anything really. We already know they'd like to close every branch in the high street and have us ring India to talk about the weather.

I agree, thats why they promote internet banking so heavily as its more automated work fo rthem. Thats why they have replaced Bank tellers for machines where you can pay cheques in and get cash out..........they have more mortgage advisers than they do cashiers - you do the maths....

mike_the_bike_2

Err haven't you gathered it...They simply don't want people in their branches...In all these places you have to queue..Have you ever wondered why they have six desks but only two ever open???..its because they don't want you there ..they want you online because its cheap, cheap for them...

Mark7799

Has anyone experienced a similar problem with the "traditional" banks (Barclays, Lloyds, HSBC, NatWest) where they are a customer. I'm wondering if this is a banking problem generally or one that is limited to the former building societies.

Savvy_Sue

Mark7799 wrote:

Has anyone experienced a similar problem with the "traditional" banks (Barclays, Lloyds, HSBC, NatWest) where they are a customer. I'm wondering if this is a banking problem generally or one that is limited to the former building societies.

It depends on the kind of branch it is. The nearest NatWest to work has NO cashier service, so changing coins for notes is a definite no-no, as is paying in coins, whether you're a business or a personal customer! There's an HSBC branch I use for work which has only one cashier position: when the queue starts snaking out through the door someone works their way along it moving those who can use the machines to do so. I have never tried changing coins into cash because we haven't needed to.

johnllew

What was Abbey's response? I'm changing from A&L to Abbey's free business banking because A&L's customer service is appalling.

Abbey were very helpful at the start with good advice and the application went through quickly. Soon had the two accounts open (Current & Reserve), along with debit cards but that's when the problems started!

At the start, I asked for internet access - they have a strange system for applying for this. They send you out a special form which you then enter your security details on (password, memorable data etc) and then post back to them with access being granted a few days later after your details are input into their system (they won't let you do this online for security reasons). Trouble was, they didn't send out the form. After a month of waiting and around 6 requests, I got fed up and asked them to fax a form to my local branch - the intention being I could complete it then and there and have it faxed back. They sent through 4 blank pages first before we finally got the right form. It was completed and faxed straight back. I checked 3 days later and there was no trace of receipt. So I went to the branch again and faxed it again - you guessed it, they couldn't trace receipt of that either. I gave up and left it with the branch who finally got someone to sit next to the fax machine at the other end and eventually confirm receipt.

I now have internet access. And guess what has been arriving on a daily basis since? The missing forms - seems there's a delay of a month between asking for the forms and their eventual arrival - I have 4 so far.

What a bunch of clowns - doesn't give great confidence in them. Mind you, the banking is free.

66freya

Mark7799 wrote: »

Has anyone experienced a similar problem with the "traditional" banks (Barclays, Lloyds, HSBC, NatWest) where they are a customer. I'm wondering if this is a banking problem generally or one that is limited to the former building societies.

Abbey has ‘stolen’ my money, but refuse to acknowledge me as a customer

For 30 years I’ve had the same branch building society account which ended as Bradford and Bingley.

The last 14 years I had a box number for my mail (where, without quibble, BB sent my statements, etc). [Box was vital as ‘neighbours’ opened/discarded my wrongly delivered mail].

At an August visit to BB, I requested transferring my money to a better interest account (than 0.01%). The cashier said I would be given an Abbey Account ‘after September’.

After the branch re-opening I called in October and noticed every other in the queue had red (Abbey) passbooks. I asked how they got them – they were merely given them. [I just had a number written on a BB business card to use instead of my former plastic BB account card].
I asked the cashier for the ‘promised’ Abbey account, but told I must have a “new account” interview – timescale 50 minutes! She said Abbey won’t accept my box number as an address – yet all else do, even DWP! [The above PR/PO address is I am temporarily NFA].

Also, in short, I haven’t any ‘protocol’ data on Abbey’s lists. I tendered my disabled badge. Ie, my photo, signature, identification number, recognised body (Devon County Council) and expiry date – similar to a photo driving licence. “It’s not on our list!” And, fast forwarding, (my same BB staff) reneged the new account and/or declined help - viz, “we have many other customers in the same predicament. We will try for a solution”, into “There is no one else who does not comply with Abbey’s protocol”. [This word literally peppered her diatribe]. Her only ‘solution’ as I picked up their “Commitment to our Customers” leaflet, was to ‘offer’ closing my (long standing!) account “So you can go elsewhere (her emphasis)”.

Abbey never asked me if they could ‘steal’ my BB account monies – more especially when they knew of Abbey’s ‘protocol’! Nor am I happy with Abbey’s attitude via the (young blond staff’s) contrary arrogance/rudeness, but why should I go elsewhere? [I can’t help being a ‘low income’/State Pensioner – it was never an issue/problem (before Abbey). I even had an Abbey National Mortgage for 15 years!].

“Rules are for the guidance of wise men and the slavish obsession of fools”. Also, what happened to common sense/conciliation – more so as the staff know me/who I am? Surely my 30 year loyalty should entitle me to not now being discriminated against simply because I don’t fit/tick all the ‘right’/‘protocol’ boxes? More to the point I can’t make rich deposits.

I live a simple, basic existence; without firearms licence, Swiss Nationality, N/Irish voters card, passport, tax return, bank a/c (no thanks to Abbey), credit/debit cards, etc. Pension Giros are in a former name from 40 years ago – Deed Poll long lost.

At this October visit/fiasco I intended depositing £400 to add to my balance. But, in view of the above, why should I? I am now forced to carry such cash (and increments) on me; risking being likewise mugged but by a different type of thief. Abjectly smug Abbey has ensured I am left totally vulnerable.

Please help resolve this. I know the branch staff/HO won’t bother doing so.

fengirl_2

I think you have 3 choices:
1. write a very stiff letter to the CEO of Santander (you should be able to get their name and address online)
2. Complain to the FSA (in my experience, this takes time)
3. Ask one of the finance 'agony aunts' in the national press to take up your case, eg Independent on Saturday in the CASH section, or the Observer on a Sunday.