abbey making me wait 3 weeks for money an atm didnt dispense!!!!!!

before_hollywood

this is the final straw, my bank are shocking

30th december- withdrew money from an atm, wanted £60 got £40

spoke to indian call centre :rolleyes: 'wait 24 hours it will go back in'

31st december- spoke to indian call centre again- they wouldnt look into it as it was not 24 hours, only 22 hours or something stupid

1st jan- query raised, it'll be 'monday', asked which monday, they didnt know (india again)

3rd jan- no money, tried to find out how long it would be, they were closed

4th jan- spoke to someone in the uk :j:j:j:j:j:j (small miracle), he put me through to card services- 22 days :eek: and have you recieved the form and sent it back yet sir? i was told i didnt need to do a form :rolleyes:

tell everyone you know, boycot the abbey

BitterAndTwisted

They need time to check the actual ATM machine and count the notes left in it: they're not going to take you word for it and I wouldn't either or everybody would be making spurious claims. It's not reasonable to expect folk in a call-centre to be able to do this remotely.

Do you have a receipt for the withdrawal of £60? Have you had a printed mini-statement showing you withdrew £60 and not £40?

Storck

They should be refilling the machine and changing the till rolls today so they should be able to tell you by the end of the day. On their copy of the roll it says how many notes have been dispensed, if there was a jam etc. The money might go back in today as it is the next working day following the 24 hour period, ie it happened on 30th, 24 hours later is 31st then they have been shut since, so it might get processed today.

I presume it was an Abbey machine and an Abbey account, otherwise it will take a lot longer. Also there might be a delay due to them changing some systems with the name change over the weekend.

before_hollywood

it was a non abbey atm, they wont install one in the town i live in

apparently the process for refunds involves a form and a 22 day investigation, the indian call centre stated there was no form needed and it was 2 days to a week

before_hollywood

BitterAndTwisted wrote: »

They need time to check the actual ATM machine and count the notes left in it: they're not going to take you word for it and I wouldn't either or everybody would be making spurious claims. It's not reasonable to expect folk in a call-centre to be able to do this remotely.

Do you have a receipt for the withdrawal of £60? Have you had a printed mini-statement showing you withdrew £60 and not £40?

yes i do and the abbey arent interested in this.

before_hollywood

this is the letter i am sending them tomorrow, i will add the relevant numbers and correct the spelling mistakes first


To whom it may concern,
it is with great concern that i feel the need to speak to you regarding an ongoing complaint with my account.
on 30th december i attempted a withdrawl of £60 at the non abbey atm at , i requested £60 and the machine dispenced £40. I spoke to the company that operate the atm, they advised me to contact yourselves, I did and was by an operator in a centre outside of the UK that the funds would go in within 24 hours.
I called back the following evening, the advisor refused to investigate as it had only been approximately 22 hours from my original enquiry.
I called back on new years day, and the advisor told me the funds would go back in 'on Monday'.
When the following monday came I had still recieved nothing, it was at this point I raised a complaint, the advisor I raised the complaint with spoke to card services, they said it was not completed but had been recieved as an issue, he had no timescales, I stated this was not acceptable and I wanted to know when the money would be returned to my account. The advisor transferred me to card services, they told me the timescale was twenty two days and asked if i had recieved and returned the form yet, i stated i had not recieved a form and been told specifically when i asked about a form was told I did not need one, which i find completely unacceptable.
I am currently in the process of arranging to open an account with another bank, which i will go through with should i not recieve a satisfactory and timely response from yourselves
My telephone number is but due to work commitments i can only accept calls on a monday

gordikin

OP you need to give them more time to investigate what has happened. The same thing happened to me only the sum involved was £250. I was told it could take up to 3 weeks to be sorted. The money was back in my account 4 working days later.

before_hollywood

gordikin wrote: »

OP you need to give t hem more time to investigate what has happened. The same thing happened to me only the sum involved was £250. I was told it could take up to 3 weeks to be sorted. The money was back in my account 4 working days later.

was that with abbey or a real bank?

did you get told 3 different timescales and then when the first two passed then get told 'have you sent the form back yet?' only to have to answer that when you spoke to their overseas colleague a week ago they never mentioned a form and told you that you would have it by now.

gordikin

It was the Abbey. I was told up to 3 weeks and accepted that. I know what's happened is frustrating, but given the holiday period at New Year I would not really expect it to be sorted by now to be honest (alhough I'd be pleased if it were!), whatever I was told!

missile

I wonder why people choose Abbey, A+L and those Icelandic "banks" when there are so many proper banks to choose from?

Storck

Not sure why Abbey is not a proper bank as it is now owned, and renamed, by one of the biggest banks in the world.

Back to the point, if it is another bank then they will have to send the form to Link who run the organisation that let you use other banks machines. This form is then forwarded to the owner of the machine who will have to check if there is a difference in the machine. They then fill a different form in and send it back to Link who send it back to Abbey who will get in touch with you. At each point almost all your details are removed so they do not breach data protection rules by giving the other bank your name etc.

The difference in time scales given can be explained as follows, if the machine actually notices that it hasn't given you the money it should reimburse you the following day, so that is the 24hour on covered. Obliviously the call centre person did not understand it wasn't an Abbey machine as there would be no need to fill the form in if it was internal. The last advice you got was correct, BTW the form used to have to have your signature on it to allow them to give your card details to the other bank.

It is the same process for all the banks unless it is one of their machines.