Abbey Debit Card, Where Is It?

ddscribbler

Hi, I was on the phone to goodness knows where, trying to get some sense from Abbey. The chap in the call centre was trying his best and referring to "updates" but frankly hadn't a clue why my replacement debit card had not arrived. There are several issues here:
(1) He told me that 19,000 Abbey customers had been affected
(2) He blamed the postal strikes (not the floods) for the delay
(3) It was only when I told him "I didn't believe a word he was saying" that I was finally able to speak to a supervisor (a tactic worth remembering).
I was promised that I would receive my replacement card by 2nd August, but pointed out that they could not make this guarantee if the postal strike was the cause of the problem as they could not reliably predict when it would arrive. All the supervisor could do was keep repeating that the card would be here on 2nd August.

Since I, too, rely on my Abbey account card for day to day personal financial matters, I am truly horrified at the extent of the problem and the lack of public acknowledgement. First there was the problem with online banking (I squeezed £50 out of them by complaining to the Chairman, but not much by way of apology), now this.
I'm in the process of moving my various accounts to other banks as I have had enough of Abbey's shenanigans.
It was interesting that when I called 'Smile' I spoke to someone who was very obviously English and based in the UK - she was polite, helpful and volunteered information without me having to prise it out of her.
All that is a powerful selling point after speaking to operators in a call centre thousands of miles away who are ethically, culturally and psychologically a world away from my problems with their company - and it shows.

Factor25

Bizzimum wrote: »

Me too! Just wasted 25mins on phone to complaints - funnily enough they didn't answer.
As to the floods excuse - these cards are usually issued well in advance (Factor25 suggests 3 weeks in advance) so when exactly did Tewksbury get flooded?

CS told me my new card was requested/initiated June 1st, well before the floods, it probably has to go through several processes or whatever before it gets to me. It is annoying that you try to bring something to their attention soon as you suspect a problem and as usual nothing is done.

As a matter of interest, my old card number still worked this morning with my on-line banking.

vivaladiva

I tried to use mine online - not for banking, but came up date expired. (You would have thought they could do something to get round this under the circumstances.)

spat

This is my first post.
I had the same problem with Abbey Debit Card which expired end June. I was told the same about changing systems, about postal delays, etc. etc. I made many calls, including to my local branch. I had a traumatic time, no valid debit card to pay certain commitments, I had no access online or via ATM to either current account or Esaver which was linked to current account. Can't operate Esaver over counter! Finally had to persuade someone via Telephone Banking to transer funds from Esaver to current account to fulfill Direct Debits due. I also, at this time, reported the card lost, was told a new one would arrive within X amount of days.

At the same time, wrote to CEO about the matter, received emails from Complaints Section, but no action. Finally spoke to someone (who was speaking to me from this country), who asked, did I have a shared post box I said no. She suggested I try my local branch to see if it was there. I did, and both cards were there. In fact, the (first) one had arrived there before the expiry date. So much for postal delays etc. I asked why I hadn't been informed it was there, and was told it was down to "Head Office" to write to me. I later confirmed that I should indeed have had a letter about each card informing me that (they) were waiting at my branch.

To cut a long story short, I am leaving Abbey after 21 years. (Going to A&L)

For those wishing to get through to someone (in this country) call 01908 680123 (Complaints). The person who dealt with my (email) complaint was John Reid. NB Only open 9-5pm Mon to Fri.

[Deleted User]

Hi,

as said in my previous post, my card expired last night as well.

I went to do my Wednesday Lottery online this morning, as I had a credit balance in it, and get this,

We have transferred your National Lottery Account balance to your registered Debit Card as it was due to expire. Please note that depending on the time your bank takes to process transactions, these funds may take a few days to appear in your bank account.

So, not only no card, I've lost the convienence of doing Lottery online, as I can't add funds with no Debit Card.

Liquorice_Twirls

Me and my hubby are in the same boat as you all (and the other 19,000 customers by the sound of it!)

I was in my branch today (11 miles from home) and they told me that head office were sending emails to the branches blaming the migration to a new card system, the postal strikes and the floods in Tewkesbury. Even the staff seemed cynical about the excuses.

I'm disgusted that there were no signs in the branch to explain this. As far as I know, there have been no adverts in the national newspapers or any other communication with customers to apologise for this.

All the branch could offer was that I could get money over the counter at the branch until I receive my card, which they say should be with me by August 3rd. I assume that they will not be paying for my time or diesel to go to the branch, as opposed to using my nearest cash machine which is 5 minutes away from home.

After 20 years with Abbey, this could be the straw that broke the camel's back. They keep sending us letters offering us a Premier account, to give us an even better service. These claims sound a bit hollow now, when a bank that has all our cash, cannot even give me decent access to this.

Jeannine

Still no sign of my new card today. And when I go on the web site to request a call back (to save me calling a 0845 number) they won't do it - say my tel number is barred!!! :mad: Anyone else still waiting for their card?

vivaladiva

No card for me today. This is costing me a significant amount of money too.

supersavershal

No card for me either, was wondering if the post was on strike.Im also having no luck with the on-line call back service, im not barred they just dont ring.Its particulary frustrating because its my OH card we are waiting for too so neither of us can get any cash.OH is in work so cant get to branch and im at home with 2 kids, miles from nearest branch and no car....do they care, of course they dont...I think they should offer compensation as they obviously knew in advance about this but they never warned us.Its not hard these days newspaper, tv and internet.I am so angry but its worse because I cant speak to anyone...:mad: :mad: :mad: :mad:

Badger_Lady

supersavershal wrote:

they obviously knew in advance about this but they never warned us.Its not hard these days newspaper, tv and internet.

When I worked at a credit card company, whenever there was a crisis effecting customers (for example we were attacked by fraudsters once), the number 1 priority would be informing and supporting customers. We'd arrange to mail everyone - thousands of customers, which meant every member of staff (and I mean Directors, Senior Managers, the IT Department...) would all be stuffing envelopes for as long as it took to make sure the letters were sent that day.

We also had people from Marketing, Finance etc volunteering to work shifts on the call centre to make sure calls were answered, and we posted a helpline number on the website with extended opening hours for customers to call into. Of course, the extra volunteers weren't qualified to help, but they could at least answer the phone, explain the situation, and offer to pass them through to a qualified person.

We didn't have the technology then, but an email would have been far easier for Abbey to produce, if only to those with valid email addresses...

What happened to customer service?