Alliance & Leicester, customer services - not very helpful

littlechezza

Sorry this does go on a bit, I have had a problem with Alliance & Leicester over the past week, never had an issue with them before.
Last Friday couldn't remember internet banking pin number (mind just went blank) after several attempts was told new pin number would be sent out 3 working days-this was fine.
Phone Monday, was told they can't change my pin number have to wait for it to come in post and it would be with me by Wednesday or Thursday-this was fine.
Phoned Friday, pin number had not arrived, explained that I need to check direct debits etc., was told that my pin was being changed so that when I logged on 30 minutes later I would be prompted to change the number.
Tried to do this, it wouldn't let me, it still stated account was blocked.
Phoned today, when I explained what I had been told on Friday he hold me twice that this would not happen, I explained that I was not cracking up and this had happened, he said again I would not be told this info.
Apparently the only info he had from Friday was that a new pin number had been sent out again, I was not told this on Friday.
I explained that this had been going on for a week, he told me that it is not their fault if a customer locks themselves out of the account this is down to customer, I did explain that I had not blamed him for forgetting my pin number, asked if I could speak to a manager re: the inorrect info I was given previously he said no, I also explained that I need to check my internet banking to make sure I don't go overdrawn, he told me that I can phone customer services and there is no reason why I should go overdrawn as I can always check my balance at a cash machine.
I felt that he was not helpful and did not really understand why I was bothered, I fully understand that I can phone customer services but when you end up speaking to people like that it really does put you off, he has now told me that the pin number will be with me Wednesday or Friday at the latest.
I just feel like I need to speak to somebody in a higher position and wondered if anybody had any advice.
Thanks

karatedragon

littlechezza wrote: »

I have had a problem with Alliance & Leicester over the past week

Par for the course with them I am afraid. They pay £100 to get people to go with them. Any clues as to why? :T:rotfl:

loveangel88

A&L are awful for phone customer services...They just seem to be like robots quoting everything from a textbook. I remember when i got my 1st bank charges ever (way before all the bank charges reclaiming) and i played hell with them, it was their fault in that instance and they just quoted me stuff i already knew...was so mad...and expensive arguing with them lol but in end i got charges back...It depends on who you get as well...some days you get really nice cheery people next you get depressed ones lol..Dont blame them really, id be depressed having to put up with moaning customers....But ive heard Santander are even worse, so we have that to look forward to by end of year!! lol

littlechezza

We have thought if leaving, we have an account with Nationwide (who we have our mortgage with) only problem is we have a large overdraft with Alliance & Leicester, not sure if we moved salary and direct debits how quick they would come after us for paying it off or if they would let us pay in instalments.

littlechezza

I have received my new pin, entered it and my account has again been blocked as I used up my 3 atempts, will now have to phone Alliance & Leicester again, getting sick of this, as I stated before I have an account with Nationwide which does not have an overdraft and an account with Lloyds which has an overdraft, which do you think would be more likely to increase our overdraft so that we can clear the overdraft with Alliance & leicester and get rid of this account.
Thanks

Hugeass304

If you live close enough you could sort this out in a few minutes in a branch. I must admit I found their customer services on the phone to be worse than useless

littlechezza

It's a bit difficult to get to the branch and from what I remember when I went last time they said they couldn't help as I had registered over the internet, I finally got through to somebody again, he was much more pleasant than the previous person but apparently the pin number sent was the one requested a week gone Friday so I have ordered another 2 since and the first one has been cancelled, I wastold this one should be with me around Wednesday this week, lets wait and see!!!!

Hugeass304

That is a load of tosh about not dealing with you once you've registered for internet banking, you just need proof of identity when you go in. Good luck anyway

The_Moog_2

I have to admit I only ever had good customer service when I needed to phone A&L (once when I got locked out of internet banking and the other when I closed the account).

I was dreading phoning both times after hearing the horror stories though.

It is the only positive I had with them though. Oh tell a lie, the £100 was nice too

fluffyfairycake

Fed up with A&L got letter to say the £100 bonus they pay you for opening up new account and using their switching service - I wasnt entitled to..! Only took me 4 phone calls with long waits in between for them to contact me (they didn't) to tell me why i didnt qualify. apparantly small print said i needed to have 2 direct debits switched over but all my dd come from another joint account at nat west - Oh well their loss - will now be switching to another bank as think this is sneaky way to get customers then don't reward them for bothering to change when they promised a bonus!! Get stuffed A&L..! you stink.

reidyaf

I am new to the forum so excuse me if this has been covered. I saw the £100 switch incentive on this website in November, i thought about it and did eventually go ahead. I cannot remember if i follow MSE link to their website or not. I knew all the criteria ie. pay in salary, switch direct debits, had to apply before 12dec, etc etc. It was quite messy with lots of letters from them and duplicate information but did eventually happen in January. I called the switching team to check i would still qualify for £100 and was told yes all ok to be paid on or around 14feb. Around 24 Feb it still had not been paid, so i called switching team again to be told it was an oversight and agent would forward an email to chase it up. Today i received a letter to tell me when i applied the offer was not avail on 26 Nov 09. It became available on30Nov according to them. I guess i must have been usuing my psychic ability in that case! I spoke to switching team supervisor who said i probably linked to an 'out of date link' via MSE??? When asked about the 2 agents who told me i qualify he said they must not have checked what date i had applied. After much debate, he advised me to write to appeals dept and try to get it paid!!! I am not a happy camper. He said i should have linked straight to A & L website not going through another website??? If i do not get the money i will absolutely move my account again. WIll keep you posted. Ps incidentally i DID get the Years free travel insurance that surely i must have imagined, just not the money!