Abbey are driving me insane!!!

changes

Abbey are driving me insane!

The background:

I took out an abbey credit card in October time. Set up a direct debit and did a balance transfer. The first payment did not come out in November and I was charged a late payment fee. I rang up to complain because I had set up a direct debit. Abbey apologised, said they would refund my late payment and remove mark from my credit report.

Two weeks ago I checked my credit reports. They hadn't been udpated by Abbey since the end of November (and still haven't). Experian was showing as satisfactory for November so all is good. But Equifax displays AP (arrangement to pay)!!! I have now rang abbey 3 times and spoke to 3 different people who say 3 different things. I ask them all why my equifax has not been updated.

The first lady said she would send a new instruction straight away. Nothing happened!

The second man said it was not Abbey's issue and I had to chase up equifax (who said i had to chase up Abbey).

Just spoke to a third man who had no idea what he was doing. He told me it was my own fault for getting lates payments!!!! (blimin cheek and i even explained the story of how it wasn't my fault!) and he said I can only sort these things out in branch.

So i now have to take time out of work to get to a branch.

I'm so disgusted by the service I am receiving. This was their issue and I am now being caused so much stress. I see to be sent round in circles week after week. I'm worried this AP will not get removed and they will have destroyed my credit report

Has anyone else had a similar situation? Or can you advise me at all?

Thanks

izools

1. It is 100% Abbey's issue
2. State your problems, what you've done to try and resolve them, and what you want them to do to settle the dispute in WRITING to their complaints address. Be very detailed and specific regarding the issues surrounding the failed DD, their verbal agreement to refund the late payment and remove any adverse data from your report, and that you will need to see every month to date marked as paid with no AP marker to prevent further action.
3. Make it clear that you will have no hesitation in reporting them to the ICO if the complaint is not resolved within 30 days.
4. Remind them, in your letter, that whilst the FSA allow 56 days to resolve a complaint, this is a breach of data protection issue, and as such the ICO is the governing body, and allows 30 days for a resolution not 56
5. Report them to the ICO if they haven't sorted it after 30 days and the FSA if they haven't sorted it after 56 days

Don't be afraid to sue them for breach of DPA resulting in defamation of character.

changes

Thank you! Thats a very helpful answer!

I just had a call from my husband to say he'd gone into an abbey branch. The branch manager there has agreed to meet us on saturday and help write a letter of complaint straight to head office. So I shall take your advice with me. He said they would then reply to me within 5 days.

Fingers crossed!

izools

changes wrote: »

Thank you! Thats a very helpful answer!

I just had a call from my husband to say he'd gone into an abbey branch. The branch manager there has agreed to meet us on saturday and help write a letter of complaint straight to head office. So I shall take your advice with me. He said they would then reply to me within 5 days.

Fingers crossed!

Don't take any crap from them, Santander are a bunch of cowboys.

bylromarha

Welcome to the world of Abbey.

Had similar issues last year regarding my credit card. Phone sent me to branch, who sent me to phone, who sent me to lots of different numbers to ring - was a nightmare. Meanwhile interest was clocking up on their error.

I officially wrote and complained, not olnly requesting all charges and interest incurred to be removed, but also asking for £25 compensation to cover the time/calls/parking.

I didn't get £25, but got a lovely Molton Brown gift set. It sold on ebay for £30+

Good luck with your issue.