Abbey Debit Card, Where Is It?

stacey21_2

When I phoned the 'complaints' department to add to my complaint re: card, internet, two cards, not working etcetc. the lady told me I have to call the bank and tell them I am going on holiday so that my card will work.. !!!!!

molley

nealallen wrote: »

I agree. I sent an email to the Mirror and the Sun last Satuday and have had no reply reply from either

I wil do a search and find a email address for the BBC and forward the email to them.

Lets see if they wil hellp us

Working Lunch on BBC 2 would have been the best bet but it is off for the summer .Radio 5 Live has a money programme on early morning and there was an interest on it .Karen Kiernan I think is the contact .If you search back through the messages on here you'll find her e-mail contact

savingmum

New saga here again today - went into town today and tried to get some cash out and the card was retained !!!!!! - so back to having no card and having to try sorting it all out again next week

nealallen

Did you go to the branchto find out why the card was kept by the Cashpoint?

saxmund

saxmund wrote: »

Well I had a phone call last Tuesday evening from someone responding to my complaints (one about the e-banking outage in May, one about the late debit card, and one about why can't they follow their own complaints procedure). There was an apology, a promise that my suggestions would be taken on board, and she said that she would be writing and there would be some form of ex gratia payment. Have seen neither letter nor credit to my account yet, but I'll give them a few more days.

I have now received a letter, I have been offered £150 "in full and final settlement". My account will be "credited shortly". I don't have to agree to anything, but presumably it means I can't accept the money and go to the ombudsman.

The excuses given are "systems upgrade" for the e-banking outage and "floods" for the late debit card. No explanation of why the debit cards weren't sent out two months earlier, or why they didn't try to let people know what was going on, or indeed of any steps they may have taken to prevent such occurrances happening in the future, or how they will deal with them if they do.

But I think at this point I will just take their money and give up.

JuliaK_3

I hold 2 accounts with Abbey, both cards expired at end of July. I've spent many hours on the phone so far (13 calls to date and the last one lasted 3.5 hours) having spoken to the world and his wife in so many different depts, but still got no cards! I've had the Floods, Postal Strike, System issues, Lost addresses etc. (By the way, the lost address issue was given as the excuse in 2nd week of August so I had it checked and address is not the problem). I've had both cards ordered, not arrived and re-issued "6" times now! 3 times to my home address and 3 times to the branch. I've learnt that you should not wait 7 - 10 days for receipt, cause if you query your cards within a day or so of ordering them, your likely to be told they have not been actioned (whatever that means) and they will issue them again. I was credited with £75 compo on 14th August for my inconvienience. Big deal! My time is much more valuable to me. And guess what Abbey, I haven't had my phone bill in yet, so watch this space. Oh My God! Friday morning I receive one of my cards. Now.......which one of these 4 pin numbers should I use. I know, I'll phone card services and find out how many attempts you get. 3 attempts she said, so I'll cancel that card and re-issue you with another. Oh No you wont, I said. Forget it. Then I phoned Complaints (again) can the branch do anything for me I enquired? Danielle in Complaints "very kindly" offered to phone the branch for me. What she didn't tell me was she phoned them and told them to cancel that card.. then had the audacity to come back to me and say that, "the card you received is not live, it was already cancelled so I personally stayed on the phone while they re-ordered you a new one!" Only found this out having spoken to the girl in the branch who was hacked off to say the least that she had spent 2 hours on the phone this morning trying to sort my cards out!! Ha! Now you know what it feels like.....
I'm lucky in that my partner, who I have a joint account with has a live card, so I'll transfer some funds into that I thought. Oh My God again! We'll do it as a one off say's the advisor. I Very Politely requested she get her Dept Mgr on the phone, and he assured me that Abbey will support me to transfer funds over the phone until the issue is resolved. You bet you will Buster!!! it's just a bit unfortunate that it took 37 minutes to do it.
I'll let you know the next instalment as it occurs, that's if I've got time to write it, cause I'm spending most of my time on the phone to this great instituition, who by the way if you were ever in need of What good looks like in terms of Customer service, just review these pages and look for the opposite.

rick2000

JuliaK wrote: »

I'll let you know the next instalment as it occurs, that's if I've got time to write it, cause I'm spending most of my time on the phone to this great instituition, who by the way if you were ever in need of What good looks like in terms of Customer service, just review these pages and look for the opposite.

does anyone know if the lost address issue only affects the card dept or have they cocked up mailing addresses on account details?

hopeneeded

hi all

well i have a abbey current account and got my new debit card 3 weeks before the old one expired. then yesterday i got ANOTHER debit card. when i compared it with my other new card, they're identical, same details and they both have the same 3 digit security code on the back.

Both in hand, I went into my local branch because i was worried that one or both may get cancelled cos of this glitch in the system

In complete shock, the lady at the 'HELP' desk gave them both back to me and told me its ok, i can destroy one of them or keep it as a spare!! sadly, she didnt enjoy my sarcasm when i pointed out that a 'spare' is no good, cos if I lost the original I'd have to cancel both!!(as both have identical details).

ohh why cant it just be simple lol

nealallen

saxmund wrote: »

I

But I think at this point I will just take their money and give up.

I'm sorry, I'm not having a go, but that the attitude that lets Abbey walk away from this with nothing more than a few lost customers.

I've had 2 cards, both working for about a week now, but I'm not giving up. I have emailed the Mirror and The Sun, Evening Standard, another paper that I can't think of right now. Martin Lewis himself, and the BB2 radio programme that deals with money matters. By the end of this week if I still have not had any luck I will start making phone calls.

Just look at the amount of people here that didn't get their cards in July and now more are in the same boat and now it's September. These are just a few, what about those we don't know off.

I can understand if people want to give up but what happens if this goes wrong in 2 years when the cards are due to expire again? Will that be the time to take action?

savingmum

nealallen wrote: »

Did you go to the branchto find out why the card was kept by the Cashpoint?

It was Sat afternoon - hubby is going into in today with lots of papers etc reading armed for a "little" discussion