Appalling service from Alliance & Leicester

MarkyMarkD

Gary

Responding to your penultimate post.

Premier Plus Current Account isn't an internet bank account - in the sense that Smile or Cahoot are. It's really just a modified version of the existing Premier Current Account (which is branch and telephone based, with online statements available) with the following differerences:

- no paper statements so you have to read the statements online
- better interest rates, because of the cost savings from online statementing
- higher minimum funding requirement

So, you cannot deal with account queries online in any meaningful way.

If you want to get queries resolved, phone them in the first instance, as that is all that you will have to do eventually if you attempt to resolve queries by e-mail.

I have personally upgraded to P+ from P because you'd be mad not to. I very rarely have to phone up to do things - as you can pay bills online etc. - so don't really mind that it isn't fully online enabled.

But if you want a 100% internet bank where you don't ever have to phone anyone at all, A&L's Premier Plus isn't the one for you.

Nic_2-2

I'm glad I'm not the only one who is having a nightmare with A&L they have been sent 3 switching forms which they deny ever recieving, and keep taking £5 off my account for not getting wages even though they keep saying they'll refund it. This has been going on since June, so I'm off to the Nationwide in the hope they have he systems in place to manage their customers

AY-JAY

I'm also having a nightmare switching my account from Barlcays to Alliance & Leicester.

I applied and was accepted in August for a premier plus account. I received passwords/log on details/visa card/cheque book etc. All ok so far.

Then I got a list of standing orders and direct debits but without the direct debits. I rang them and was told they would ask my current bank for an updated list.

Received another list - again no direct debits. Tried to ring them but was on hold for over half an hour so wrote accross the new list that it was incomplete and posted it back to them.

They then informed my employer that they should pay my wages into the new account even though all payments would still be going out of my old account. Luckily I do the wages so I received the letter. If not I would have had payments going out of an account that had no money going into it.
A&L's response - we're very sorry and will chase the direct debit list.

Then I received a letter stating all beneficiaries had been told my new details and payments would now go out of the A&L account. Again I rang them and was told it was a computer error and the letter was sent out automatically - very sorry.

I then received a letter written by a human not a computer giving details of who they had spoken to at Barclays, on which phone number and that they were to receive a faxed list of my direct debits they were then going to phone me and get my approval over the phone. Sounded promising but that was on 23rd December - I'm still waiting.

Today I have received a letter saying everything is now complete in switching the account. All payments will be going from it, wages will be paid into it, old account is about to be closed and credit balance transferred.

I now need to ring them again and remind them that I have yet to receive a complete standing order and direct debit list let alone approve it and give them authorisation to transfer it!

I'm going to give them 10 days to complete it correctly then I'm off somewhere else.

loobs40

Some positives maybe ?

I have opened a the Premier Plus current account and two savings accounts at A&L in the last 2 to 3 weeks with no problems whatsoever.

I would add, however, that I am not transferring from another bank, so I don't have to face all the hassle with that.

Plasticman

I have opened a Premier Plus current account and a savings accounts at A&L recently too. It was generally OK but the switching service (which most of the complaints here seem to be about) could have been better. If I had to do it again I would manage the transfer of direct debits etc myself.

AY-JAY

I received a letter from my old bank (Barclays) telling me they were closing my account as per my instructions. I rang A&L to find out if they had finally sorted my direct debits. No they hadn't. They would look into it and ring me back that day (yesterday).

In the meantime I rang Barclays who told be they had canelled all my direct debits and standing orders as the account was closing.

A&L didn't ring back so I rang them again and they said they hadn't received the list of dd yet. But suggested I could contact all the beneficiaries and let them know my new account details! I thought that was their job!

I was also told that if I incurred any charges for having cancelled direct debits I could approach them for reimbursement and they would consider it! Good of them.

Regarding problems others have had with being overdrawn I was given a free £500 overdraft when I opened the account. I rang when I got the letter stating 'leave enough money in your old account for the changeover period' telling them I haven't the funds to do that and they set up this overdraft that's free for a year. So, that should tide me over the changeover.

Plasticman

Yeah - I wish I had taken the free overdraft too. Although the transfer went OK for me it was a bit worrying as my pay was supposed to go in on 1st of the month and loads of my bills come out on 2nd!!! It would have been a bit less worrying with an overdraft in place.

Despite the problems with the switching service I have been very happy with the account though. It's nice to see the interest every months in pounds rather than just a few pence.

psear

I recently completed the online application form, around the 2nd Jan, and have not heard anything from them other than a standard 'no reply' email confirming my application form. Can anyone recommend an alternative bank account, since after reading through these posts, and the time it is taking I am really reluctant to continue with this application, I am currently with Barclays

lunablanca

I tried to open a premier account with A&L today!!!! I am a UK citizen born here and lived here until I was 23, lucky enough to have the next 18 years abroad and returned in 2001. Because I have not lived in the UK for 5 years the A&L would not offer me a current account. That was their policy!!!!!! They could offer me a savings account!!! to which I replied get stuffed.

Dan29

I had no problems switching - just don't use their switching service. I used internet banking to print a list of my direct debits and contacted the companies myself - or just cancelled the direct debit and waited for the company to contact me.