Abbey National - late delivery of debit cards

Bill2025

I've been experiencing the same problems with Abbey and have been in contact with Abbey four times over the last two weeks and have heard versions of all the excuses that others have mentioned: floods, unconfirmed address (although the ton of junk mail Abbey routinely send me also seems to find it's way to me, no trouble) and late post.

Two things have become apparent... the card was never issued (despite the fact that I was told TWICE that it had) and their phone staff have no idea what the problem is, and as a consequence are no help what so ever. Add to this the fact that they were quite rude and defensive when I tried to pull them up about the delays.

I've had to cancel my card and now have to wait 10 working days for another to be sent and in the meantime I have had to withdraw a couple of hundred quid to see me through the next 3 weeks.

If it wasn't for the fact that I'm applying for a mortgage (NOT with Abbey I hasten to add) I'd switch accounts to another bank - Alliance and Leicester are my favourites at the moment. As soon as I buy my house though, Abbey are for the chop - they're bloody useless.

bees_2

My fella still hasn't got his card, got an email reply saying the floods were to blame and they're sorry and stuff but it doesn't really help. Once it's sorted methinks he'll be moving his account. They could have warned him, all their other post is getting to him, I don't believe a word they say anymore.

WyrdSis

Having read all the above, I agree with the short-term solutions. The issue does seem to be more about customer service than anything else, although the fact that it is now the 8th August and I am still without a card doesn't make me smile much.
I too emailed Abbey with no response.
If I had photo id I could access my money in my account, unfortunately I do not have such id - passport way way out of date and I have never driven, so I am not allowed my own money - according to my local branch.
I have transferred money to daughter's account so that I have some cash but the problem is ongoing. The last time I phoned, yesterday, they were still no more helpful than they have been all the way through, insisting now that cards had been issued and should have been with us all by now...the only solution being to cancel and issue another new card - so another 2 week wait at least - probably longer considering the postal strikes.
Once I can access my account again I will definitely be voting with my feet.
Their customer service is appalling.
Oooh and thanks Butlers1982 for the CEO's email addy...I am going to enjoy sending that one :oD!

Ed_Zep

Told by one of the branch staff that I'll have it "any day now". Well, that was Monday. It's making me thrifty, that's the only positive I can think to say.
Time to switch, as others have said. Either Smile or Alliance and Leicester.

Poppycat

I think Abbey gone down hill since the Spaniards bought them, you have to take to Indian call centre not my idea of fun trying to explain in English

Also its getting worse getting served by them the queues are horrendous even at less busy times

vivaladiva

debit duster is looking for people who still haven't received their cards.
http://forums.moneysavingexpert.com/showpost.html?p=5914209&postcount=11

avisonjohn_2

Poppycat wrote: »

I think Abbey gone down hill since the Spaniards bought them, you have to take to Indian call centre not my idea of fun trying to explain in English

Also its getting worse getting served by them the queues are horrendous even at less busy times

I work for Abbey but didnt realise people had this much trouble with Abbey to be honest. I have problems with them all the time with unauthorised overdraft fee's for transactions that should not even be on my current account but they always get rectified within minutes of calling them. There is a direct (and cheaper) phone number that you can contact Customer Services on which i'll post when i remember what it is lol (starts 01902 if im not mistaken as opposed to 08456). Also, as far as im aware, the call center isnt located in India at all, there are 2 of them, both based in the UK (Basildon Essex, and Milton Keynes). I notice a lot of people think that Santander bought Abbey, but its completely false, Abbey joined with another bank many many many years ago but their name eludes me...this is when they became Abbey National (National being the other bank they joined with) and they later joined NBMA. When they got rid of NBMA, they joined the banking GROUP called Santander (pronounced San. Tan. Dare) which is a spanish company which you all know. Here's a trick I have seen many times. If you call Customer Services and somebody answers who you dont want to speak to, tell them you got a text message/phone call from the Collections Department asking you to call. They will then transfer you. When Collections answers, continue the call and the person you speak to will realise you need Customer Services and transfer you to somebody else - 9 times out of 10 it will be someone different - usually takes 120 secs for internal transfer (thats Abbeys target time anyway, which according to the memo has been less than that).

Oh, also, if you speak to any department and they tell you that you need to speak to Customer Services, they aint lying - each department only has access to system 'portals' intended for their department. ie, collections can only setup a Direct Debit after taking payment via Debit Card first as the system only allows access to Direct Debit on the screen that appears AFTER Debit Card payment has been made. and Fruad/Dispute cannot change address as they have no access to any system 'portals' that allow changes to be made to customer details ect.

Hope this helps.

chuckley

this year has to be the 1st time ever they have sent me my new card before the old one has expired.

i havent switched to it yet and have used the new one (when purchasing glastonbury ticket with a deposit).... didnt think i could use both at the same time.