Closing Abbey accounts - how long is reasonable?

cottager

We wrote to Abbey at Bradford on 11 November asking to close a joint Direct Saver account. They replied on 17th saying they couldn't act on the instructions as the account had fallen into dormancy, so they required ID.

We took ID into the local branch on 27th which they copied for sending to Bradford, along with a covering letter from us (attached to a copy of Abbey's letter of 17th).

At the same time we also left with the branch two further letters requesting closure of 2 eSavers, one each in our sole names. The branch assured us the whole lot, connected with all 3 accounts and including the ID, would be sent together.

There should be no issues over ID with the 2 eSavers as both were recently active... but in any case they'd have it at the same time in connection with closing the joint account.

Bradford must have received them, as my sole eSaver was closed promptly and I received a cheque/letter dated 4 December, and yesterday a certificate of tax deducted arrived.

But so far nothing on OH's sole eSaver and nothing on the joint Direct Saver we had to send ID for. I would have hoped all 3 would have been dealt with at the same time, given that everything would have arrived together.

Without getting into the 'Abbey is rubbish, what do you expect' thing, how long would you think is reasonable to wait before writing to Bradford again to chase these up?

Rollinghome

cottager wrote: »

Without getting into the 'Abbey is rubbish, what do you expect' thing, how long would you think is reasonable to wait before writing to Bradford again to chase these up?

A couple of days, one week max. A decent bank would do it instantly.

Try phoning but if thay doesn't work I'd go back to the branch, ask for the manager, and get a firm date from him - making it clear you'll be back the day after if it hasn't been resolved by then. You're paying their wages. Abbey aren't worth using unless you've a lot of time to waste.

cottager

Many thanks Rollinghome, but the reason for doing it all by letter is
(a) can't phone as telephone banking security details are missing (never used or needed, always operated online)
(b) I've always understood the branches have no direct involvement with online accounts, and can only pass things along or put you on to Bradford (then the tel banking stuff would come into play), so unless you know differently I don't see much mileage in going to the branch again -- which is always extremely difficult for OH anyway.

Rollinghome

cottager wrote: »

(b) I've always understood the branches have no direct involvement with online accounts,

I had massive problems with them and when I walked into the branch was told exactly that by the drone at reception, "on-line account so not their problem". I pointed out that as this was a branch of Abbey it was certainly their problem and told him to get the manager. Manager came out red faced, invited me into his office, ordered coffees, and got on the phone. Took him more than an hour because no one in the organisation had a clue what they were doing, but it was eventually sorted there and then.

Don't let them mess you about. Good luck.

withnell

I've had my eSaver closed at the branch - had to stand around for 10 mins while the system thought about it though!

cottager

Thanks again both. Very iilluminating that you can do something with online accounts in branch - they keep that quite quiet!

Unfortunately, though, it's a real problem for OH getting into the branch as he works 6 days, and both the ones now outstanding involve him (his and a joint). Having managed to just slide in right at the end of a day once a couple of weeks ago for the ID thing (and close a couple of passbook accounts at the counter), I don't know when the next chance will be, so it may well have to continue by letter -- the 'long way round' usually, but it'll be quicker in these circumstances.

So what do we think? -- send another letter if no cheques in tomorrow's post, or give it another day or two to allow for Christmas mail rush?