£20,000 gone in fraudulent transactions from my Abbey account....

Jackk_3

Hi
ABBEY ALLOWED £5500 TO BE TAKEN FROM MY ACCOUNT _ LEAVING IT OVERDRAWN AND UN-USABLE. THEY WERE USELESS IN SORTING IT OUT.

THE ONLY WAY I GOT THE MONEY REFUNDED QUICKLY WAS BY PHONING MY LOCAL RADIO CONSUMER PROGRAMME AND APPEARING ON THE RADIO. THEY THEN CONTACTED ABBEY AND WITHIN 2 DAYS MOST OF THE MONEY HAD BEEN REFUNDED (AND CHARGES). IT WOULD HAVE TAKEN 30 DAYS OTHERWISE.

YOU CAN GET THE DISCLAIMER FORMS BY ASKING THEM TO EMAIL OR FAX THEM TO YOU - THEY DID THIS FOR ME. YOU CAN THEN FAX THEM BACK.

IT TOOK ME OVER 60 PHONECALLS TO SORT THIS OUT - 30 TO ABBEY.

AM CURRENTLY WAITING FOR A REFUND AS THEY ARE DISPUTING ONE OF THE 12 PAYMENTS THAT WERE TAKEN!! 5 WEEKS TOMORROW AND STILL WAITING - MAYBE I NEED TO GO BACK TO THE RADIO!!

GOOD LUCK

silvermum

I'VE GOT THE CASH BACK !!


No contact from Abbey, but I went online to check no more payments had gone out, and they have credited the full amount back today....

PHEW!

I'll never know I suppose, but I wonder if the fact that I gave them a deadline of tomorrow before going to the media about it had any influence?

Certainly I think hassling them must have played some part - 5 days ago they were telling me that it would take "at least 3 weeks" and there was 'absolutely nothing' that could be done to speed up the process

Anyway, I've got it back, that's the main thing. But how stupid of them not even to contact me to confirm it??

So now I can start reviewing my banking arrangements....

[Deleted User]

Thats was lucky, seems you have had a better abbey experience then i have had in the past.

Somebody from abbey must have seen this thread, done a search and put 2+2 together to stop a further PR disaster.

If abbeys reading this you really need to sort out your procedures and staff. Alot of people value customer service as much as good offers on products.

silvermum

Yant1 - Yes! I did look at the words at the top:

"This thread has been viewed 1162 times" and thought, 'well that's not good PR is it!'

Thing is, you shouldn't HAVE to get arsey and aggressive to get results - it should be just good customer service.

MarcoM

Hi Silvermum.

Glad you got the money back.

Once again this proves that the softly softly approach does not work.

Can you tell us who you spoke to when you threatened media action?
Was it call centre or branch manager.

silvermum

Marco - just about everyone!

But primarily the customer service manager I finally spoke to and the head of complaints.

I think the other thing which sometimes helps with complaints is to state exactly what you want by when. In this case I kept saying I felt it was reasonable to expect to have my money refunded within a week of the theft.

I don't know - maybe I've just been lucky. I tell you though, I'll have the first proper nights sleep tonight for 7 days

MarcoM

silvermum wrote: »

Marco - just about everyone!

But primarily the customer service manager I finally spoke to and the head of complaints.

I think the other thing which sometimes helps with complaints is to state exactly what you want by when. In this case I kept saying I felt it was reasonable to expect to have my money refunded within a week of the theft.

I don't know - maybe I've just been lucky. I tell you though, I'll have the first proper nights sleep tonight for 7 days

was this at branch or call center?

you could give us the h of complaint direct dial :rotfl:

HugoSP

My business account is with Abbey and for a while I've been thinking of changing because their customer services are not good.

That was before I read this thread.

silvermum

I don't have their direct dial numbers sadly - this was one thing which p*ssed me off enormously - they would give any direct contact numbers or even their surnames!

i just kept ringing their customer service number and saying I wasn't going away until they put me through to managers etc.

HugoSP

OK

Let's all write to Abbey on their website, pointing to this thread, and asking them what they are doing to improve things.

I have a business account with Abbey and heaven knows what I would do if this happened to me.