ABBEY poor service? Complain and get £20 free credit

RichyRich

And don't even think about trying to get transferred to your branch....

davidcampbell

I know from when I worked there that they make you be arsey about putting people through to another department

how do you mean richy? what did they do?

what did you do when you worked for abbey?

DC

BenL

If you don't like the call centre staff being in India transfer to another bank and make sure you tell Abbey why you are leaving.

Management information is collected on why people leave the bank so improvments can be made.

A lot of my ex-work mates were made redundant because of the cost saving moves and a lot of staff were account holders, everybody knows how bad the service is and we used to talk about it at our desks.

Money talks though and the savings are there to be made until eneough people leave that they are paying the outsourcing company in Pune too much money that a re-think is needed.

RichyRich

davidcampbell wrote:

how do you mean richy? what did they do?

what did you do when you worked for abbey?

DC

I worked on CE&G (General Sales or whatever it is now) and if someone called saying can I speak to Gloucester Branch or whatever you had to bring their details up on One on One first if possible; if not you had to create them. If they asked to speak to, for example, the Insurance department you had to do the same. Find out if there was anyone in particular they needed to speak to, what their query was, etc. If you could deal with the query yourself you were supposed to even if by transferring them you'd save an argument, have a much happier customer and get them off the phone quicker.

It was murder if someone wanted to give us business; the best thing to do would be to get them on to Sales as soon as possible but no, not at Abbey. Someone actually wants to give us money and we !!!!!! about on a stupidly slow computer system just so that we can record the "Opportunity" when the customer knows full well it doesn't form part of the application and that the operator in the Sales team is going to ask them all the same questions again, after a long wait in a queue, of course.

All part of "knowing your customer", apparantly.

As soon as I left Abbey I moved banks to NatWest.

RichyRich

BenL wrote:

If you don't like the call centre staff being in India transfer to another bank and make sure you tell Abbey why you are leaving.

I feel that a much better thing to do in this case would be to leave your account open with a nil balance, transferring £10 a month in by standing order from your new account. When the money hits your Abbey account, withdraw it immediately via the cash machine [or standing-order it back a few days later].

This results in Abbey losing money, because the money's not in there long enough for them to make any money and, because there's activity on the account, they still have to go through all the expense of printing and mailing statements to you.

Also, doing this will probably not show on their inactivity indicators so you won't be penalised.