Appalling service from Alliance & Leicester

ED

I too was disappointed, initially, with Alliance+Leicester, because at the end of each attempt by me to set up online a Standing Order the system refused to accept it. All my email requests for help were treated without adequate consideration.

However, when I telephoned A+L the problem was efficiently, swiftly and politely dealt with. (Their system hadn't fully activated my a/c – perhaps it takes a few days after I funded it with cash over-the-counter?)

Now I'm just waiting to see how swiftly a test Standing Order to one of my own external a/c's actually arrives. If it takes just 48 hours, I'll be setting up more Standing Orders with A+L. Conversely, if it takes more than 48 hours, I'll use a competitor instead of A+L. Meanwhile, I received my £25 a/c-opening incentive from A+L just 7 days after I first funded the a/c, and I'm pleased balances up to £2,500 earn 5.37% gross (5.50 AER).

leefer – Maybe you could phone A+L, asking them to send (via their regular courier service?) the forms to your nearest branch from where you could collect the wretched things?

bylromarha

Get used to bad service from A + L. >:(

We were with them 2 years as I was also drawn in by the freebies and good interest rate. However, we had 1 bad experience after another from jammed phone lines, the internet service never working, charges being applied for their mistakes, inefficient processing of requests and rude staff who never rang back even though they said they would. I decided the freebies just weren't worth the hassle. i swapped to 1st direct and have been delighted ever since

moneymart_3

OK, just got a reply from alliance & Leicester (Nearly 3 weeks after writing to them).

Now, bearing in mind I STILL haven't received my direct debit/standing order transfer details from them, the reply is not satisfactory.

It's a standard "we're sorry, blah blah" letter, but doesn't refer to the specific problems I raised in my letter, and hasn't inspired any confidence that they are going to fix the problems.

I have therefore written to them today, asking them to close the account, and informing them that I have withdrawn the £25 account opening incentive, to compensate for the inconvenience they have caused me.

What a !!!!!! service...

System

Three weeks ago i applied for their online saver account and i have heard nothing since.

Another one for the bin i am afraid, it just doesnt inspire confidence..... and i am still waiting for them to charge me a fee for not putting enough money in the account. ( I havent put anything in at all yet).

Stokey_2

I read with that sinking feeling "moneymart`s" experiences with the A&L switching service it was pure dejavu.

Switching my Current account to A&L was in part due to advice from this site and the appalling rate of interest I was getting from Natwest.

I take full responsibility for my actions.

The process got off to a good start receiving welcome letters,debit card,account ID and Pin relatively quickly.

I filled out the forms to switch DD`s & SO`s on 1st August.Rang Telephone banking 0870 152 5891 to check progress a few days later as the switcher service number 0151 966 3754 was constantly engaged?"oh yes we have received them back and are contacting the relevant DD originators" and will set up your SO`s to be drawn on my new account.
To date I have received no response from A&L,they say they only need 10 days.

At the same time I asked about the free overdraft to give me a buffer if DD`s & SO`s were debited to my new account before my salary was credited and was told in no uncertain terms that it would not be available until I had credited my account with 2 months salary.

I exprienced the same curt response from A&L Telephone banking service as "peoplesrepublican" that I would have to change my new bank details with my employer even though I filled out the form giving them authority to do so on my behalf.

To date not a pleasant experience.

ED

Plebeian – If you end up feeling a need to abandon A+L, maybe it could be worth exploring the possibility of swapping to First Direct (a division of HSBC). It's rare to find complaints about their Direct Debit and Standing Order facilities, including 'switching'. Phone calls are usually answered in seconds.

First Direct currently offer a £25 joining incentive (likewise £25 to a person referring you).

Meanwhile, all best wishes for pursuing a letter of complaint to A+L.

ED

COS – I see you've swapped to the topic of Abbey.

I too have been wondering what will happen to the truly poorly run cahoot division of Abbey if the Banco Santander Central Hispano take-over succeeds. Meanwhile, I've noticed Abbey proper has helpfully revamped the site this past weekend. Their service seems very much better than cahoot, in my experience.

I heard an Abbey spokesperson on BBC Radio 4's 'Moneybox' on Saturday saying the aim is to keep the Abbey brand and functionality going. Methinks it's with the Spain-based Banco Santander branches in mind that Abbey has been simplifying how things are described and explained.

shropslad

I've just read this thread regarding the problems of changing over to A&L.....for the dispirited looking for alternatives then may I suggest you consider Smile.co.uk. I've been with them for nearly 5 yrs now and their service is top notch. Queries by email and telephone are handled quickly and efficently.

System

I had a phone call last night from A&L. I dont know why they rang actually, probably because i jumped in there first with a bit of an earbashing. I wanted to know if they had received my notification of wanting an online saving account. Yes, he said, they had. So i asked why nothing had been done to set one up. He couldnt answer. With that, i told him that if his company couldnt be prompt in setting up an online saving account, how could i trust them with my Direct Debits. To this he couldnt answer. I told him, because i couldnt trust his company with my Direct Debits, then i couldnt afford to pay my money in there, so obviously i couldnt guarantee i would make the minimum payment of £1000 or so a month. I then asked him if i would be charged for not putting the £1000 a month in. He agreed i would, so with all these things in mind, i have sent my letter of cancelation. Thanks but no thanks!!

ED

Judi – big sigh of relief for you, methinks, having finally made your decision to post the letter closing A+L's a/c!

I'm giving A+L a chance with my first SO due out next Tuesday – to arrive in my Derbyshire regular, monthly savings a/c bang on Friday, October 1st (to earn 5.85% gross asap!) Although disappointed A+L's BACS (+ SOs?) take an extra banking day to reach external a/c's ("4 days (inclusive") compared with Coventry BS and most banks, I calculated one day's lost interest may be better for me than 4 journeys to A+L (or Post Office) to withdraw the £250 max allowed via ATM, only to deposit £1,000 back in each month!

I'm also still pondering clever MSE commentators' ideas of 'bouncing' £'s between A+L & another bank via BACS.

Another idea is writing an A+L cheque, handing it in at Abbey (earning interest 2 banking days hence), meanwhile probably still earning interest in A+L for those 2 days! But only when I need £'s in Abbey, otherwise lower interest earned (4.60%) in Abbey's eSaver a/c, compared with A+L's Premier Plus Current a/c (5.37% gross). So my monthly deposit into A+L would be in cash (to speed up interest-earning) from another ATM-equipped source.

What methods do others here use, or are thinking of using?

Also, anyone here experienced in using A+L for SO payments able to confirm if these really do take 4 banking days (inclusive) – eg :

Tuesday : £'s leave A+L a/c
Friday : cleared funds arrive in external a/c via SO