Alliance & Leicester are useless

Not_a_Newbie

Rant rant rant.......

As the title says A&L are totally useless.

I opened up an online saver back at the start of August and I am still trying to get access to the account online. After a number of emails and several failed attempts to manually add the account myself to my internet banking page I decided to call them last weekend. After being told "I'll add this for you now and you'll be able to see it 10 minutes" from the guy I spoke to on Sunday and then another call on Monday and "there seems to be some differences between the addresses on your current account and savings account, so the account won't link, I'll fix that now and you'll be able to see it in a day or two". Two days later and I'm still not able to access it. Just phoned again to be told that only the call I made on the 6th is logged and my earlier attempts at adding the account are missing, and that if a further attempt is made to add the account this will possibly delay it. Meanwhile I have cash winging it's way from another savings account and cash already in my A&L current account waiting to be transferred. All for a measily 1% higher interest. Wish I'd stayed with ING now... :mad:

missile

.... and I thought it was only me <LOL>

I sent them this letter last week

Current Account No *** & Regular Saver ***

I am very disappointed at the level of service provided since I opened these new accounts. I tried to log on with the customer ID and PIN number you provided and was locked out. I requested a new PIN and this did not work either. I telephoned the help desk and your advisor told me this account number was not registered in my name and she did not believe I was the account holder. I was told that I would have to go to a branch and prove my own identity! I asked to speak to a supervisor and my request was refused. I feel deeply offended and have lost patience with your incompetent staff. I believe you record calls and suggest you review these conversations.

I enclose the Debit Card. Please be advised that I did not receive the Credit Card as referenced in your letters. If and when I do receive same, I shall of course destroy it.

Please cancel my request to switch from my Nationwide account number **** and close my accounts with Alliance & Leicester. Please delete my name, address, e mail and telephone numbers from your records.

Mrs_Ryan

You're lucky you could get to close the account.... they've put so many false markers on my credit file all I can get elsewhere are basic accounts which arent much use to me. Their customer service is at best diabolical and the complaints department shambolic. They were absolutely well... told off by the FOS in my case and told to pull their socks up but they couldnt care less really!

Not_a_Newbie

I forgot to add on my earlier post, that I had initially phoned two 0800 (courtesy of saynoto) not the 0844 customer service number and on both occasions after confirming my security details and explaining my problem with the customer service operative, I was (accidently??)cut off. Only when I called the 0844 number did I actually manage to have a conversation with someone..

missile

Mrs_Ryan wrote: »

You're lucky you could get to close the account....

Well maybe not:rolleyes: after a week, I have still not had a response to my letter.

Megalomaniac

My partner has 2 online savers. One joint, one personal - crazy thing is, she can't transfer between the two on the alliance and leicester online banking, having to withdraw to her current account, and pay into the other. Yet another irritation with the Santander brand!

schoolrunmum

Hah-that's nothing-I opened my online saver at the beginning of June and still can't see it online!I've lost count of the number of calls I've made, and how many times I've been told they have sorted it out for me...It's still not there. Add to that the facts that they told me (in error) that my account had been cloned, and cancelled all my cards/online access,then sent all the new cards/PINS to an address I have never lived at,but happened to share postcodes with. Then when I wrote to complain,told me I would need to wait 56 days for an answer. After 56 days they told me they were "still investigating the problem I had opening an ISA"-!!!!!!? I've never had an ISA with them..my complaint was re my current a/c...waiting for a reply to my latest letter....I will be closing the a/cs as soon as they do...

Not_a_Newbie

Just thought I'd give you an update on my saga with A&L, as it might help with some of the problems others seem to be having.

After speaking to a slightly more helpful woman based in Leeds this morning. It turns out that when the new online account was opened, a new customer ID was issued to which this account is now linked. After firstly telling me that I would need to use the new customer ID to view the account, she has now (supposedly) linked it to my existing ID. This I won't able to verify until I get home from work this evening. The reason that a new ID had been issued, was due to there being a small difference in address on my current account and the one on my new savings account. Apparently the system added 'FLAT' to the name of my property when my application was processed - which is bizarre as I don't live in a flat!

schoolrunmum

So far they have given me 3 new customer ID numbers, and then managed to mix up mine and my husbands DOBs...meaning we consistently failed security through no fault of our own..they really are shockingly bad-can't wait to leave them...

beefturnmail

I second all of this! I opening a premier direct current account at the beginning of August and A&L STILL haven't been able to send me all the details I need to operate the account. First of all they sent everything to an address that doesn't even exist. Needed to go into a branch to sort it out - they didn't know what to do - I had to liase between the branch and customer services to tell them what to do. Then despite repeated requests they woulddn't re-send the cards and account details (they have the right address now I checked). got bits and pieces over the phone - e.g. customer ID, account number, still no card. Finally phoned 2 weeks ago and threatened to close account. That suceeded in me receiving the debit card and PIN, but still no customer PIN for internet banking! Phoned the number to request a new PIN last week (not mentioning anything about the ongoing debacle) to see if that worked, but I still ahve nothing. I'm at my wits end and close to just writing a stonking letter and closing the account - I haven't put any money in yet or transferred any dds thankfully. A & L are absolutely useless and clearly do not want my custom!

missile

My update: Got two letter with new PIN number, next post another letter with another PIN. three days latter a letter acknowledging my complaint, telling me they would take a month to investigate. What a facre!

I feel a complaint to FSO if and when I work up the enthusiasm.