Abbey - Dont get me started.....

cloud_dog

I suppose I am writing this (sorry if it goes on a bit) to find out if:

A) other people have experienced similar types of issues with Abbey?
Are these issues common across banks / BS?

Have had a joint and a single account with Abbey for over 18 years now, other than them setting up the joint account incorrectly its been ok - only my wife has a debit card/cheque guarantee card, I have to have a separate cheque guarantee card and a cash m/c card; therefore no debit card for me .

The call centre is ok, UNLESS you have specific questions which aren’t really the norm. Previous example of this was wrt the Abbey 7% regular saver – call centre couldn’t help and it took an age for ME (not them) ringing different departments until I got the right one and answers.

Having just commented on this I think my issue is wrt the call centre – not the fact that it is in India (hate having to justify myself) more to do with the fact that the CC doesn’t seem to have access to appropriate information of internal departments or numbers to contact to get the information needed.

Simple Example: On the Abbey statement they continue to comment on the special offer they are running for using Santander ATM’s in Spain; great I thought I’m going to Spain I’ll see if I can find out where there might be Santander ATM’s. Couldn’t seem to find the info I needed on the web so thought I’d call Abbey, ask them for the info or a link with the info. No joy, no one knows anthing – this is a minor irritation.

The reason I’m writing this………….. Have been trying to get foreign currency for the trip to Spain. Abbey no longer do foreign currency so was going to order from M&S Money (as their exchange rate is reasonable good).

Tried to buy some on the wife’s joint debit card – no joy, transaction declined, tried a couple of more time just for good luck. No joy. Contacted the CC (after going through the whole story I was told………….wait for it……….”I’m sorry Sir, Abbey no longer do foreign currency”. Went back through the story again. Was told……….wait for it, it gets better……..”You will need to take your debit card to a bureau such a Thomas Cook and purchase the money there” :rolleyes: . Line goes dead so, have to ring in again (different person) goes through the security / story again. Am now told that I was ordering more than £300 worth and this will not be allowed as it is treated as cash. This seems reasonable.

Following day I try to purchase money (a few times) all transactions declined. Ring Abbey, after going through security / the story, am told that the Visa network is down – ok seems possible so leave it for another day.

Day after I try again – no joy – ring Abbey, apparently the link to Abbey is now down

Day later try again, this time with my debit card from my single account – no joy, tried a few times, no joy – didn’t bother ringing this time.

Day later (today) tried again – no joy. Spoke with M&S Money, apparently transactions are being declined by my bank. Rang Abbey, got through to someone who seemed to know what he was talking about (don't think this was the Indian CC) and he spoke with the card transaction team . Apparently they had not received a debit request. Tried M&S again, no joy. Rang Abbey trying to get to the bottom of it all only to be given the run around by CC people who obviously have instructions and will not transfer you to any other department, also their knowledge is very lacking. Tried Abbey again, suggested they speak with the Card Transaction team. CC guy comes back, apparently because I have been making so many requests my cards have now been blocked. But, blocked by whom, Abbey, Visa, M&S – no one knows and know one can help, or worst of all knows who they should contact to find out.

Ok, the long and the (not so) short of this is that I am EXTREMELY frustrated with trying to get resolution to something I view as fairly simple. As many other people have commented on, if you have a fairly simple query (Whats my balance?) the bank / BS CC are great but if you have unusual or difficult / complex questions they are a headache waiting to happen.

Will I find much the same issues if I change to another bank????????

cloud_dog
p.s. thanks for your patience.

Voyager2002

I think Abbey are pretty bad, and am sure that you would not face this kind of experience with Smile or First Direct.