Abbey: No Counter Service <£30!

jambosans

Marli wrote: »

I have a basic bank account so no debit facilities - not everyone has a debit card - so today I couldn't do my shopping.

If you have a basic bank account, you can use the Post Office. The below is from the Abbey website, about the Basic Account:-

Easy access to your money with a cash card at thousands of Abbey and Link cash machines – you can also withdraw money at post offices

Also, I assume there is not an ATM inside the branch?

Surely there must be a way for managers to use their discretion for customers who require counter service?

I would have thought in your situation, yes, he/ she should have used a little managers discretion. I would suggest moving your accounts elsewhere if you want counter service or use the Post Office. If you decide to switch, other banks offer basic accounts with debit card (e.g. Halifax Easycash) functionality - this would allow you to shop online, or use the card instead of cash (you mentioned carry cash was a worry).

Marli

We don't have a post office anymore sadly and there is no ATM inside the branch.

I just think it's quite ridiculous that I will have to go to the hassle of changing an account I've had for years, swapping my payments and DD's. With my conditions that's actually a lot of work and hassles. It's just sad that a branch manager couldn't see by his policies, especially when he was so helpful when I was robbed outside his branch. Seems a bit like the managers have no say in the customer service in their branch.

I've had it suggested to me that I write to them and ask for dispensation, but I doubt a big company like them will really give a monkeys about 1 person.

jambosans

Marli wrote: »

I just think it's quite ridiculous that I will have to go to the hassle of changing an account I've had for years,

I agree, but there's not much you can do if they are unwilling to make an exception.

Marli wrote: »

I've had it suggested to me that I write to them and ask for dispensation, but I doubt a big company like them will really give a monkeys about 1 person.

I would make a formal complaint, you don't really have anything to loose. If nothing comes of it, despite the hassle, vote with your feet and move elsewhere.

The below link gives details on the complaints process, I have also copied and pasted their Complaint Department address:

Abbey Website - Customer satisfaction

Address:-
Complaints Department
Abbey
PO BOX 5129
Milton Keynes
MK9 2YN

Although you might not want to divulge personal information relating to your condition, a GP's note explaining the black outs would certainly give the complaint more weight.

Despite defending Abbey's position (as I'm sure you have read), I think you are generally an exception, which managers discretion should allow for.

k4j

I actually agree with the op. My mum can't use the atm machines so she usually withdraws money at the counter unless I am with her. I think it would be bad if her bank did that tbh.

Extant

mabski wrote: »

thats easier said than done when your using a mobile phone

Not really, and it still doesn't alter the fact you just confused your/you're.

Again: if you're going to try and attack someone, get it right yourself.

AbbeyDhabi

Marli wrote: »

I encountered this "new" rule today. I have black outs and don't like to use cash machines because of the risk of having my cash and card stolen should I black out at the machine. It has happened to me before at the ATM outside the branch I was refused today. It is much safer for me to be able to put my cash, card and purse away in my bag in the branch before I leave.

Today I wanted to take £10 out to do my weekly shopping. I was refused by a staff member and the manager, despite explaining everything to them (and the manager knowing me from the incident) on the basis that it is "policy". This is despite the fact that there were 3 tellers, 1 manager, 1 guy on the floor and me in the entire branch! I explained that I specifically avoid busy times etc, but he still wouldn't budge.

I have a basic bank account so no debit facilities - not everyone has a debit card - so today I couldn't do my shopping. Basically I now can only go out to do bits and pieces if I don't need to go to the bank or I need to carry more than £30, which I don't like doing because of the times I've had my bag pinched.

Surely there must be a way for managers to use their discretion for customers who require counter service?

His statement that I could just get someone to come with me is true enough, but I'm 28 years old and I require enough help in my life. Taking a cab, going to the bank then the shop and a cab home is one of the last independancies I have left and I don't particularly want to give it up.

Without going into your conditions too much, it seems you may be covered under the Disability Discrimination Act, ie. a long term illness which affects your day to day life.

Anyway, the branch should use some common sense and if you can't use the ATM, allow you a counter service.

mabski

jambosans wrote: »

I've proposed a solution which you have as yet been unable to successfully counter argue. It appears you have the "limited imagination".

do you work for the abbey by any chance?
we could go on with imaginary scenerios all day and you may have all the time in the world to argue but i really cant be arsed
i've put my case as simply as i can but for some reason your unwilling or unable to understand that this is going to cause some people hardship

The minimum withdrawal for most ATM's is £10, not £30. This only becomes an issue when someone has less than £10 in the bank.

no your wrong
anything under £30 is going to cause problems

td_007

mabski wrote: »

no your wrong
anything under £30 is going to cause problems

why??
At times make 2x £10 withdrawals just so that I get tenners rather than a twenty

td_007

Marli wrote: »

Surely there must be a way for managers to use their discretion for customers who require counter service?

Mangers or anybody else who hide behind policy to avoid making commonsense decisions are absolute cowards with complete lack of grey cells that prevent them stringing together logic with action. They should be consigned to doing repetitive tasks like picking up one leaf at a time from council gardens - at least then they are of some use.

BASFORDLAD

Why is the always people that winge about a banks policy. If they dont like it then move on!!!!