Abbey telephone banking

millymoomoo_2

:mad:

Hello everybody! Sorry it's a long one!

I would just like to have a bit of a vent about Abbey National.
Last night my partner used Abbey telephone banking to transfer money to my account. We both have Abbey accounts but the only thing that links them is our address. We do this on a regular basis and have not had problems before.

The transfer went through fine, however, the woman then revealed my account balance to my partner. This in itself isn't a problem as it's our money in there and he already knew how much was in there because it's for all of our bills. My problem is that this is a breach of security because ,as i put above, the only link between these accounts is our address. The only information he has to give to transfer in to my account is easily found on my card or cheques. He did not have to answer any security questions.

He didn't say anything to the woman about this at the time because it didn't register with him that she shouldn't have told him! Over a month ago he asked about registering to be able to have his account online. Nothing had turned up in the post for him so he asked the same woman to resend the information out. I tried to log on to my Abbey account online this morning and couldn't sign in. I panicked because I thought I must have got a keylogger or something! So I phoned Abbey technical support (who were great) and it took a while but it turns out that the woman from last night had reregistered my account instead of my partners. This means that my online account is now disabled while I wait for them to send out new details! Again, to do this, he was asked no security questions!

So, basically Abbey revealed my balance to somebody other than me and reregistered my online account with no authorization from me!

The lady from technical support was shocked about this and told me it should not have happened. I would like to write a letter of complaint but don't know where to send it or how strongly to word it. Does anybody have any suggestions/advice or am I going OTT!

Thank you and sorry it's so long!

gibby

try the banking ombusdman or just the HQ of abbey
it takes 3 months but its worth some money

I had the same where they sent my dad a query on my statement

I did complain but got the usual BS letter and £50 if I agreed to drop it

If you get the ombudsman involved it costs them £500 at least

abbey is getting very poor for customer service


Gibby

gyzmo

gibby wrote:

abbey is getting very poor for customer service


Gibby

Getting???!!!??? It always has been! Being a former Abbey National (insurance) employee, I can vouch for it. I got so fed up with being manacled in targets for how long I spent on the phone / off the phone / breathing without permission etc (sod sorting customers problems out - that doesn't appear on the target list so doesn't count) that I left (and for my sins worked for another bloody call centre coz I thought it was a one-off.)

noisypinkbubble

Don't go to the banking ombudsman, because if you haven't followed the Abbey internal complaints process they will turn you away. Ring 08457654321 follow option 1 which is for the banking centre. Ask to speak to a manager there, give them the details by particularily the time and date of call if you're aware as all calls are recorded, they can track the advisor down and deal with any training issues.

You won't get any money because it's cost you nothing, simply enough. No company gives money away just for incovenience, and although I appreciate it's a regulatory requirement proper security is completed, that issue needs to be addressed in-house.

pulliptears

Many years ago when I was about 16 I went into Natwest to check my balance, when she handed me the slip showing 4 figure sums I nearly died. Then I realised.....they had given me my fathers account details!

My paltry account showed the £20 I had sadly.