Abbey cut me off while I was talking to them.....twice.

Spark

It seems that Abbey has some problems with their systems.
I tried to connect to my online account yesterday and couldn't.
Today I could but my available balance and my statements balance online don't match.
There is a difference of £111.67, the last transactions didn't register in my statements page so I wouldn't know whether there is a fraudulent transaction or not, so I called to tell them about it, especially that the status online states that their system is working properly now.
The first one took me for stupid, telling me that transactions can take days before being taken off my account (which I knew, but as soon as it is taken off my account it shows in my online statements), then I suggested that it might be because of the problems they experienced that my balance shows different than my statement balance, then he got a bit agressive telling me that it wasn't that, then I added that I did online banking for years now and....then he cut me off.
So I called back.
I had a lady this time. She did say they had a few problems with the system.
Have you made some transactions lately? Yes, of course I did! I know of a few transactions that should show today and can add to about £111, but the point is that they don't show on the statements side, then she suggested to pass me to another department, they would be able to give me details about the last missing transactions.
It was very busy apparently, so I was put in a queue, then 20 seconds later they cut me off again.
Of course in the options that you get when you first call, they wouldn't dare setting a complaint option, or my guess is that they would be swamped with complaints, and I would have added mine.
Cutting off customers like that is right out of order, I was polite and didn't shout, so they can't say it was for that they decided to end the conversation in a very rude way.
If they can't cope with the demands they should say so and ask you to call back another day, or say they got problems that will be rectified in a few days (that's what I am hoping for anyway, if not god help me).
It seems that the customer service has gone downhill since Abbey was taken over, and the fact that so many people seems to call today might show that there were a lot of mistakes made, and things are definitively not back to normal. But why the attitude and lies?

Crabman

Switch to a proper bank - Abbey has the highest complaint rate out of all the high.st banks!

Do it, read the article, move to a proper bank who treat you with respect and courtesy.

GirlRacer_2

I had a problem with Abbey yesterday, m y account was approximately £100 less than what I expected it to be. I phoned them up and they told me that my last transaction which was for £110 was debited twice from my account. I phoned them at 2 pm yesterday and they told me it would be sorted within an hour (there was a problem with their systems), it wasn't sorted yesterday but my balance was correct this morning when I looged on.

They seem to be in the process of a system change and it's causing more problems than they expected.

Spark

Well, at least you know what was your last transaction, I don't know what my last transactions are and I don't know if my balance is wrong or right as I cannot check, and they are unwilling to tell me.
It seems that they were more willing to talk to people yesterday than today though. At least they didn't cut you off.

pink_phantom

Mine was wrong yesterday and still is. My online balance shows me as -£30 :eek: , I phone them, they said I have £56 available which would have been about right. I check at Teso just to make sure and it sayd I have £9 available???? !!!!!!?? SO I go in and am very careful to only spend £8 and guess what! My card was declined!!!!! GGGRRRRR. :mad: Phone them again this monring and their systems are STILL not working properly.

What a bloody mess, some people could have been relying on that money, I was lucky ewnough to have an alternative payment method with me.

bargains83

My balance was showing as £200 less on the statements than the 'current balance' screen, it seems to be all correct today and everything is there that should be. This has been a nightmare and very inconvenient all week, at one point my account was only showing about £50 available because payments hadn't come in when they should have. Thankfully I didn't need any money but I hear Abbey are willing to take compensation claims for this weeks farce on a case by case basis, so if you haven't been able to get money you've needed I presume they will listen to you. Similarly I presume they will refund any overdraft/interest charges.

bargains83

Crabman wrote: »

Switch to a proper bank - Abbey has the highest complaint rate out of all the high.st banks!

Do it, read the article, move to a proper bank who treat you with respect and courtesy.

Yes and then regret the decision when your new bank fails to move your direct debits in a timely manner and important payments get missed, as well as the 7 - 14 day wait for your new chequebook and cards to arrive.

There is no such thing as a 'proper' bank, they all have their problems!, switching banks can be as much as a nightmare as switching gas and electricity (getting meter types wrong, incorrect charging). Martins Moneysaving advice is sound, however when it comes to switching it is not always the best decision just to save a couple of quid or get away from a temporary blip for all the inconvenience you may suffer with your new 'provider'.

Look at the Woolwich to Barclays migration farce.

The fact that Nationwide can take up to 20 years just to decide someone is suitable to have a visa debit card

The fact that HSBC have recently been cutting peoples overdrafts without warning.

HBOS downgrading accounts without warning.


When it comes to banking, if it works for you then better the devil you know! :money:

Spark

I have just checked my account and today the balance on my statements page shows the same as the balance page....... yesterday. And the transactions totalling £111.67 is showing now.
But today the balance page shows £43.48 less than yesterday????and therefore £43.48 less than the balance on my statements page, and there are £43.48 of transactions missing in my statements......again!
I have set a DD with Vodafone on friday, I don't know if or when it will be showing online, if ever.......
I think to qualify for compensation you will need to have gone over your overdraft or have had problems paying your bills on time or something like that.
As for changing bank, it seems that in the latest programs about banks throwing away customers details without shredding them and the one showing call centres in India selling lists of customers details to fraudsters, there was no mention of Abbey. Barclays and Halifax feature in every programs of this kind.
If they can arrive to sort out the mess they've made of their online banking, it will be allright but I still say they shouldn't cut off their customers like they did me on saturday when I call them.
The call centre is in India, so I don't think they care much, if they lose their job there are hundreds of call centres to apply to for a job.
Maybe they should move the call centre back in England.

bargains83

Spark wrote: »

I have just checked my account and today the balance on my statements page shows the same as the balance page....... yesterday. And the transactions totalling £111.67 is showing now.
But today the balance page shows £43.48 less than yesterday????and therefore £43.48 less than the balance on my statements page, and there are £43.48 of transactions missing in my statements......again!. I have set a DD with Vodafone on friday, I don't know if or when it will be showing online, if ever.......

It will probably be tuesday now (due to bank holiday) by the time this gets sorted. One thing I have noticed though is that online banking was updated saturday as it is showing debit card transactions entered on 26th May, this would indicate that Abbey have been working on a saturday to resolve the problems as e-banking is only usually updated on a monday-friday in my experience, except for Abbey ATM transactions which show immediately.

As for your DD, when I took out a mobile contract with three the actual direct debit didn't show up in the 'direct debits' screen on e-banking for about a week after it was arranged with three. They do take a while to show up as I believe they are processed between company/bank via the postal system rather than electronically.

Spark

I did make note that the changes on my online account have happened yesterday after 4PM, or today sunday.
I think they will work through until all is sorted, as there are so many people calling them with problems.

C_Ronaldo

bargains83 wrote: »

Yes and then regret the decision when your new bank fails to move your direct debits in a timely manner and important payments get missed, as well as the 7 - 14 day wait for your new chequebook and cards to arrive.

There is no such thing as a 'proper' bank, they all have their problems!, switching banks can be as much as a nightmare as switching gas and electricity (getting meter types wrong, incorrect charging). Martins Moneysaving advice is sound, however when it comes to switching it is not always the best decision just to save a couple of quid or get away from a temporary blip for all the inconvenience you may suffer with your new 'provider'.

Look at the Woolwich to Barclays migration farce.

The fact that Nationwide can take up to 20 years just to decide someone is suitable to have a visa debit card

The fact that HSBC have recently been cutting peoples overdrafts without warning.

HBOS downgrading accounts without warning.


When it comes to banking, if it works for you then better the devil you know! :money:

ive never had a problem with rbos, been with them for 7/8 years