A&L customer service

<sebb>

I have a joint account with my now ex partner. When we were together we managed the account together but always logged in under my partner's username/password.

We've split up now amicably and as I couldnt find my log in details I continued to use his with his permission.

I decided to transfer the account to my name only so I called up the helpline but used his log in details to get through the security checks on the phone. (I realise now this was silly, but I only wanted them to send me out new login details for me, and an application to make the account in my name).

When she answered the phone I immediately told her the position that I was the other account holder. The woman on the phone was outraged and actually started shouting at me saying this was a serious security breach. I said fair enough, but can you just let me explain why I am calling first. She said no, and proceeded to ask me lots and lots of security questions. Fair enough I suppose, but she was quite rude about it. Then she got to the end of the list of questions and said she would sent out new security details for both of us, to which I said "great because that's why I was calling anyway". She then gave me another lecture about not sharing security details. I felt a bit like a naughty child!

It was a bit much I thought, but as it was my own fault I didn't want to complain.

A week or so later and I'd received letters about the security breach but still no password so I called up to ask where they were (I was worried that they got lost in the post). I was told they had been posted and would arrive monday or tuesday at the latest.

When they didnt arrive yesterday I called to ask where they were. I was told that they had not been posted yet and he would personally post them now. I explained I'd been told they were already in the post and asked if this was a lie. His response was, "I suppose it was then as they havent been posted". I did however, receive a form for converting my single account to a joint account.:T. He's also said he will now send me the correct form.

I've now been without access to this account for nearly two weeks and cant stop standing orders from going out which means I'll over pay on something and have to try and claim it back. The standing order is for £1000. I'm sure I wont have trouble getting it back, but it will take time and hassle. They wont let me have any access to the account til I get my new details.

Is this level of customer service normal? Just all seems a bit sloppy to me!

HouseHuntr

You say you've split amicably. Why not just ask your ex to sort it, then you won't get any hassle from A&L.

MoneySavingUser

I expect any other bank would have been annoyed too about you sharing login details - also if someone else accesses your account and you didn't keep details secret the bank could disclaim liability for any losses

<sebb>

It's definitely a good thing that they have security measures in place and my own fault for not thinking it through, but it's not on to literally shout at customers on the phone. That is just not professional behaviour. Neither is telling lies about whether forms have been posted and sending wrong forms and taking 2 weeks to send out a password reset.

My ex is happy to sort it out, I just thought I'd do it myself at the time and obviously wish I'd thought it through a bit more now.

matty_art

Two things have annoyed me about A&L customer service:

1) I lost my card while in the city centre and went into the bank on the highstreet; they made me use a phone in the corner of the store that was exactly the same as phoning from home, going through all the loops of their automated phone system and security details. Because I didn't have all of the details to hand, I had to go home to sort it out...

2) I went into the bank once to deposit a cheque, and the woman on the reception tried to insist that I used the automatic machine to deposit it, even though there were two free cashiers. I politely declined and she seemed to take offence that I wouldn't use the machine that would have taken twice as long...

That plus the offshore callcentres which take quite a while to get through to, they recently dropped my interest rate from 6% to 0.1% so I've got no reason to stay, I changed to FirstDirect and they actually pick up the phone after two rings!

<sebb>

It's now been 3 weeks and 2 days since I requested my security details and they've still not arrived. Every time I've called up, I've been given a different date on which it was posted. On Saturday I was told it was definitely posted on Tuesday and would be with me on Monday at the latest. Yesterday I was told it was posted on Wednesday and would be with me today. Today i was told it was posted on Thursday and I have to wait 7 working days before they will consider re-issuing another password.

I guess my only option now is to start complaining in writing. I would have though password resets were done automatically!