Is this false advertising by Abbey? - Resolved

nzseries1

I personally feel very annoyed when I see large companies doing false advertising, of which this is definitely a case.

I would most definitely take this further. Please let us know how it goes.

If it says "we'll automatically accept you", and they don't, how could that not be false advertising.

Be sure though that there isn't small print which says "subject to status" or something like that.

planning_officer

The Advance Overdraft page on the Abbey website describes it as a "12-month interest-free overdraft – as long as you pay in at least £1,000 a month". Are you paying in this amount every month? Maybe the £300 overdraft you have been given is not an 'Advance Overdraft'? Section 3.2 of the Ts and Cs says that an Advance Overdraft is one that is "an extension to an existing overdraft"- it makes it sound like it is not standard with the Abbey bank account, and is different to a Standard Overdraft (Section 3.3). It's not very clear!

flyingscotno1

Might well be that the wording is dubious and to qualify you need to pay in £1000 a month or whatever it is now, for so long. I did so for 3-4 months and was sent a letter to fill out on guaranteed acceptance for Santander Zero. It is quite tempting to get
Santander Zero, but I don't go abroad that often and have a cashback card in the U.K

sruben

Wondered if you got any further with this as it has just happened to me and want to know if I should complain.

firsttimestudent

Hi Sruben,

Yes I'm in the process of complaints. Received the holding letter, and also an officer called me last week to let me know they're still dealing with my matter.

Will definitely keep you updated!

simon_templar_2

Staff in the branch were fed this line also but it related to if the customer was accepted for MFC and not Electron. Unbeknown to the staff if the original application was refered but then accepted with MFC this did not qualify the customer for credit card. Customers being accepted outright and with MFC could still be declined after underwriting did further credit checking.

PBA's were encouraged to sell as many credit cards on the back of bank accounts as possible but were then as mystified as the customer as to why the 'guaranteed accepted for credit card' were being declined.

firsttimestudent

simon_templar wrote: »

Staff in the branch were fed this line also but it related to if the customer was accepted for MFC and not Electron. Unbeknown to the staff if the original application was refered but then accepted with MFC this did not qualify the customer for credit card. Customers being accepted outright and with MFC could still be declined after underwriting did further credit checking.

PBA's were encouraged to sell as many credit cards on the back of bank accounts as possible but were then as mystified as the customer as to why the 'guaranteed accepted for credit card' were being declined.

Hi, in my case I got the MFC immediately - I was not referred or anything.

sruben wrote: »

Wondered if you got any further with this as it has just happened to me and want to know if I should complain.

Received a big parcel today. Opened it up and saw a box with plenty of goods from Fine Foods with a card saying with Compliments from Abbey Complaints Team.

One of the Abbey officers previously rang me on my phone and left me a voice message detailing her direct line and extension number. Gave her a ring and asked what was the parcel for. She was really nice, courteous and helpful. Told me she had just sent me a letter detailing the resolution. The parcel was as an apology because of the long delay in dealing with my complaint, explained that it involved lots of departments - marketing to confirm that the offer was still being displayed when I made the application; the underwriting people etc.

Basically the Underwriters have agreed to approve my application - however they could no longer access my old application so she said I will need to go to a branch, and do an application again - but the branch staff will have to call a special number and speak to a certain person in the Underwriting Team who knows about my situation and will approve it. My credit limit will be only £250 though.

I haven't got the letter yet, but I have two questions:
a) I think part of the reason I may be declined initially was that at that time, I have a Halifax One Card at £2295 out of £2300 Credit Limit (for stoozing). But I repaid in full, and cancelled the card end of July (as end of promotional period). Do you think I can ask the Abbey branch staff to do a normal application first, i.e. see how far I can go without the 'guarantee' - if without the 'guarantee' I can get a higher limit that'll be great?

b) If in the end I fail and can only get £250, how easy is it to get Abbey to improve my credit limit? After 6 months they should be willing to review it right?

Thanks for all your answers!

CannyJock

Good result on the food basket!

Definitely appeal the credit limit in writing. If they're taking you down a special application route then this implies that they're not going to do another credit search so they won't see your reduced credit.

Make reference to your cancelled cards, your stoozepot savings, the considerable amount of inconvenience that you've had to endure and that you've persevered with the application because of their reputation for treating their customers as individuals and not statistics on a score card. Tell them the credit limit you want, minimum £3k, and explain this is to provide a facility for at least 2 months normal spending plus a facility for any unforeseen eventuality, confirm your salary plus additional income (bonusses, bank interest, ebay sales etc etc etc), your attention to detail on money matters, etc etc. If you've got any large purchases coming up, always worth throwing that in (new kitchen / home cinema / duck pond). Add that you very much look forward to joining them as a valued customer

td_007

firsttimestudent wrote: »

Received a big parcel today. Opened it up and saw a box with plenty of goods from Fine Foods with a card saying with Compliments from Abbey Complaints Team.

Hope it is still within the "use by" date...but seriously a first sign that Abbey are attempting to improve customer service

firsttimestudent wrote: »

Basically the Underwriters have agreed to approve my application - however they could no longer access my old application so she said I will need to go to a branch, and do an application again - but the branch staff will have to call a special number and speak to a certain person in the Underwriting Team who knows about my situation and will approve it. My credit limit will be only £250 though.

Reading between the lines I think Abbey have realised that they have screwed up re "guaranteed" credit card and this offer is just to fulfill their side of the bargain and hope it stops there.

firsttimestudent wrote: »

I haven't got the letter yet, but I have two questions:
a) I think part of the reason I may be declined initially was that at that time, I have a Halifax One Card at £2295 out of £2300 Credit Limit (for stoozing). But I repaid in full, and cancelled the card end of July (as end of promotional period). Do you think I can ask the Abbey branch staff to do a normal application first, i.e. see how far I can go without the 'guarantee' - if without the 'guarantee' I can get a higher limit that'll be great?

As I said the offer is probably the "guaranteed card" that you are being given and the branch staff will only able to put you through the normal channel once again. It is best to pursue this offer giving solid reason to get a higher limit - primary card, income/outgo, saving etc. as mentioned in the above post.

firsttimestudent wrote: »

b) If in the end I fail and can only get £250, how easy is it to get Abbey to improve my credit limit? After 6 months they should be willing to review it right?

Generally if you use the card the 6-8 month wait is enough but then again you might only get it increased to £500. Pushing for the highest possible limit now is the best way forward.

firsttimestudent

Hello! Thanks again for your replies. I hadn't gone to the branch yet, but did have a word again with the complaints team person.

Basically my main point is to see if I can get a higher limit. I believe a credit search now, with the 'reduced debt' will be of benefit to my application.

My main thing to get out of her is: will I get credit searched? She said no I won't. But she doesn't seem to be sure if it means I will not be searched at all; or it means I will be searched but then it will be removed.

I did ask her if I can try a normal application first, then only if it is declined, use the 'trump card' to get the guaranteed one. She said yes I can, but did stress that she won't be able to remove that credit search then if I do decide a 'normal application' in the first place.

I wonder if you think my plan is a good one? To do a 'normal one' first then only use the guaranteed one if it fails.

Thanks for any input!