Contacting A&L 'Customer Services'...

Nemo

I'm getting really really frustrated with 'em.

I've got online banking with them, and sent a question to them via secure mail asking when my Online Saver introductory rate finishes and can I transfer between 2 A&L accounts online as I can't see how to do it. My first reply is...'yes, you do have a 12 month rate.'

I reply to them saying I'm fully aware of that, but what date does it end. Their reply is that there is no end date, the bonus is for at least 12 months, and I need to contact customer services if I want to close my account. I'd never hinted at anything like closing my account, and the rate end part of the answer is, I'm sure, rubbish.

I decide at this point to give up and phone them. The Internet Banking Helpdesk number in the reply is 0844 8001144. I find the freephone no. on SAYNOTO0870 which is 0800 0566066, select 'Savings', key in my customer no. and PIN. I'm told it's an internet account and gives me the option of '9' for a transfer over the daily limit or '#' for menu which just gives the same options. I can't get any further.

Am I using the right number and options? Can/should I use the 0844 8009000 number instead?

Cheers!

missile

Good luck. It took me 8+ weeks to get a response to my complaint. However some good news, they gave me a cheque for £25

steady__eddie

I tried to contact them last week to close my current a/c. and was directed by saynoto0870 to 0800 0688 638. When I rang this I heard the dulcet tones of an M.B.N.A. recording. Thinking that I had suffered a premature senior moment, I got her who thinks she must be obeyed to repeat the process. Same result, have A & L and M.B.N.A. merged thinks I ? Surely not, I'd have seen it on here if they had.
I found a reference to 0800 409 6700 in a post on here, result, success. :j

Nemo

I vented my frustrations to them in another secure mail, stating how staggered I was by their unhelpfulness, and that they'd needn't bother replying as I'd decided to look into other accounts.

They did reply, apologising, and being slightly more helpful, although not much.

I've just initiated a transfer out, except for £1 for now, with the intention of putting into the 1-yr NS&I bond if it's still available and the best rate etc. when the money comes through.

In terms of moving my money away from them, it may have been a slight over-reaction, but it just makes you worry about getting things sorted if you have a real problem with time constraints.

turbobob

steady__eddie wrote: »

I tried to contact them last week to close my current a/c. and was directed by saynoto0870 to 0800 0688 638. When I rang this I heard the dulcet tones of an M.B.N.A. recording. Thinking that I had suffered a premature senior moment, I got her who thinks she must be obeyed to repeat the process. Same result, have A & L and M.B.N.A. merged thinks I ? Surely not, I'd have seen it on here if they had.
I found a reference to 0800 409 6700 in a post on here, result, success. :j

A&L's credit cards were actually operated by MBNA. I understand that is no longer the case since the takeover by Santander. You have probably rung the old A&L credit card number.