Abbey Debit Card Upgrade via Telephone Banking

bargains83

Ok,

I've been trying to get my visa electron card upgraded to a Visa Debit card for the last year. I wrote 2 letters to them requesting an upgrade and they sent me upgrade forms to fill in both times which I promptly did but never recieved any cards or a response.

Anyway I got fed up of writing and on 21st September I telephoned their telephonebanking, got through to one of thier UK call centres and requested an upgraded card, they said I could definately have one, took a few details and placed it on order. Went through all the T&C's of the cheque guarantee facility etc and said I would recieve the card within 7 working days and a new pin number within a further 3 days.

I waited until yesterday (18th October) and had recieved no new card or Pin so phoned t-banking again and got put through to India, I explained I had requested the card upgrade and that nothing had been recieved. He said he could confirm that the order was placed on the 21st and asked me to confirm my address was correct (it was) and couldn't understand why I hadn't recieved it. Put me on hold then said he still couldn't understand it and the only thing he could do was to re-do the card order which he did, and said I should get the new card within 7 days and a new pin in a further 3.

Im starting to feel like im being given the run-around. Can anybody on these boards who work for abbey give me any advice what I can do If I don't recieve the card/pin this time?. Im considering going in branch and kicking up a stink because its getting rediculous.

I don't really want to change banks, because apart from this agro I haven't had any problems with them at all.

bargains83

anyone ?

androobe

I don't work for Abbey, but I had an Abbey acct with Electron card, and wanted an upgrade. Went into my local branch, got a decision in 2 mins and was told the card would take 10-14 days... in fact it came in 4 days! This was all last month so can't see why there should be any problems.

Suggest going to your local branch but being polite first rather than kicking up a stink usually works better! I always go into the branch (thankfully only 2 mins walk from home)... the call centre are worse than useless.

bargains83

androobe wrote:

I don't work for Abbey, but I had an Abbey acct with Electron card, and wanted an upgrade. Went into my local branch, got a decision in 2 mins and was told the card would take 10-14 days... in fact it came in 4 days! This was all last month so can't see why there should be any problems.

Suggest going to your local branch but being polite first rather than kicking up a stink usually works better! I always go into the branch (thankfully only 2 mins walk from home)... the call centre are worse than useless.

Well the PIN number for the new card arrived yesterday, its dated 19th October so its obviously the one from my call to them on the 18th. Just waiting on the card now.

Its a bit worrying though because the Indian call centre said that an order was placed for the card on the 21st September and he couldn't understand why I hadn't got them so just did a re-order.

I am just hoping that a card and PIN weren't infact sent out from my call on the 21st as its frightening to think that someone could have intercepted them in the post.

patrick0

Abbey are in the middle of laying off 6500 staff and replacing all their retail IT systems with their new Spanish owner's system, so things are a bit of a mess.

bargains83

Got the upgraded card today along with another letter saying my card was on its way. All letters are dated 19th October so they obviously listened to me this time around. Can't understand why all my previos letters requesting a card upgrade over the last year went ignored and the phone call on the 21st september, I guess it was just a case of poor customer service but anyway at least things are now resolved so im happy