Shabby Abbey, should I stay or should I go?

reedi

Hi all,

This is a story of a nightmare time, annoying time and possible waste of time in order to open an Abbey current account, transfer from Barclays and get hold of a new pin number. Ill summarise it into a short version...

Early March 2007 - Applied online for account - outcome...nothing happened!
Late March 2007 - went into local branch
Me: Hello, Id like to open an account please because I have a business account with you and would like transfers to hopefully take less than 4 working days between the business account and the Abbey personal account.
Abbey: Certainly sir, let's take your details, sign this form, direct debits etc will be transfered over by end of April and we'll send you out a welcome pack.
Early April 2007 - Card arrives, no sign of welcome pack or internet banking details.
Late April 2007 - I rang the switcher team and asked if they could not close my Barclays account once it's all been transfered over.
Abbey: We have no record of you.
Me: Pardon?, I filled in forms at local branch?
Abbey: I suggest you speak to them
I rang local branch, spoke to a lady, said she'd "sort it out" and call me back.
Did she call me back?....did she %£$"%"!
I rang local branch again...
Me: Can I speak to the manager?
Abbey: Hello, how can I help?
Explained situation, said he'd "sort it" and call me back.
Did he call me back?....did he %£$"%"!
I rang Abbey, explained and complained, went through the complaints process, 8 weeks later a letter arrives saying basically, sorry here's £50 and some new switcher forms for you to complete and send off.
Forms completed and sent off...week or so later get letter saying it's all going through...(HOORAY!!)
Meanwhile Ive forgotten my pin number...so rang...
Me: (On hold to call centre)
Me: (Still on hold)
Abbey: Hello, new pin?, certainly, security question of how much was paid in last please?
Me: I dunno, my card don't work and your website is down!!
Abbey: Security question of how much was paid in last please?
Me: I DONT KNOW!, my card don't work and your website is down!!!!
Abbey: I cant help you sir if you do not pass the security
Me: Fair enough Ill call back
So off I went, found my statements, checked last amount and rang back...
Me: (On hold to call centre)
Me: (Still on hold)
Abbey: Hello, new pin?, certainly, security question, mothers maiden name?
Me: (%"$"^"!!) XYZ
Abbey: Thank you sir new pin on the way.
Pin arrives, I drive to nearest Abbey cash machine and select PIN SERVICES!
Abbey Machine: OUT OF ORDER!
Week later I drive back..it works...select PIN SERVICES...unlock pin...
Abbey Machine: This Pin has been tried too many times
Me: %"$"^"!!
I rang Abbey and explained the issue...
Abbey: Ill send new pin
I drive back..it works...select PIN SERVICES...unlock pin...
Abbey Machine: This Pin has been tried too many times
Drive to branch...see lady at counter...and explained what happened...
Abbey: Go to the phones sir and press 3
Me: (On hold to call centre)
Me: (Still on hold)
Me: Ill put you through to Card Services
Me: (On Hold)
duuuurrrrrrrrrrrrrrrrrrrrrrr phone dead...cut off....pressed 3 again...
Me: (On hold to call centre)
Me: (Still on hold)
Explained situation and unlock pin problem...
Abbey: Ill send new pin
Me: Why it's a brand new pin, tried only once!?
Abbey: Let me check with someone
Me: (On Hold)
Abbey: Ill send new pin
Me: NO don't cause it'll only happen again
Abbey: You need to go to a Abbey cash machine and select PIN SERVICES
Me: I have, all it keeps saying is the pin has been tried too many times!??
Abbey: Are you using PIN SERVICES correctly?
Me: Are you serious?
Abbey: Go into your local branch sir
Me: Im stood here now in it!!!, forget it Ill go speak to the manager, DO NOT send me a new pin and cancel this one!!
Abbey: OK
So I asked the unwelcoming thing behind the counter stand if I could speak to the Manager, he was out at lunch back at 12. So I went and moved the car and went back....man in suit came over...
Abbey: Can I help you?
Me: I hope so, ahh area manager you look like the kind of guy that knows what he's talking about.
So I explained all the problems and ended up witnessing me trying the new pin and up pops the message so off he goes and comes back saying he's ordered a new card for me to try....off I went home.

Last week a letter arrives...
"Dear Sir, Ref your switch over from Barclays, we are unable to obtain your list of DD's from your current bank".
Me: $£"%$"$"%!
So I rang both, asked why, each blamed the other and Barclays are posting list out now.

New card today...late due to postal strike!!....off I go back to Abbey branch...select PIN SERVICES...
Abbey Machine: This Pin has been tried too many times
Me: $£"%$"$"%%"%$"$"$!%%!&!
Spoke to counter lady, said...
Abbey: Ill send new pin

And that's where I am now still, after all these months, no transfer and a card that doesn't work..awaiting a list of DD's and a new PIN (if it works).
Now Im at the point of thinking it's not worth it, all because I want bank transfers from my Business account to the Abbey personal account to be quick as waiting 4 working days when you're self employed is a pain, but even then when I asked Abbey if it would be quick they said they couldnt guarantee it anyway. Ive noted the sort codes are different so I guess that has something to do with it.

So should I stay or should I go?....this has all cost me money, time and petrol....shall I complain again at Abbey and wait another 8 weeks for them to "invesigate" or go straight to the Onboardsman thingy people that you go to after you've tried the Abbey complaints route?

Sorry for such a long post, I had to get it off my chest and seek some advice.

Thanks for reading!

Andy

RightRevBod

Do you really want to bank with Abbey after all this messing about?

In your position, I would be moving my business account away from Abbey, rather than moving my private account to them.

When I was self employed I had both business and private accounts with NatWest, and transfers between the 2 happened overnight.

TomsMom

Crikey Andy, you must have the patience of a saint!

reedi wrote: »

So should I stay or should I go?....

Are you serious? Walk away, tell 'em why - in writing of course.

Ask on here for people's experiences of the type of banking you are after, you could always check out Natwest as RightRevBod has mentioned.

LilMissEmmylou

im with abbey - thinking of leaving myself due to so many of their mess ups! id run as fast as i can my friend!

RibAd

Whoa, I would leave running and screaming!!
What a ridiculousness of swings and roundabouts!

Michelden_2

I am just about to close my Abbey account. Our branch has queues from the counter out onto the pavement from opening time until closing (no I am not exaggerating honestly). There are three windows at the counter and more often than not only one of which is occupied, the third always has someone doing paperwork (why they aren't in the office I don't know). There are notices up about not being rude to them but when you have been queueing for nearly half an hour only to have some snotty woman look down her nose at you and tell you to use the phone for a simple query knowing full well that whoever is on the other end of the phone won't understand you!!!

I also bank with Nationwide and Barclays and the staff are very helpful and there are rarely long queues, if a queue develops somebody comes out of the office to see if they can help with cheques or queries.

Michelden

reedi

hehe yer I think you're right, I am a patient saint, I just kept hanging onto "just one more chance".

Funny thing is aswell is that the area manager told me I was "lucky to be banking with Abbey, because it has the most advanced banking systems in the world", I said "what you mean a website that is always 'unavailable', call centres that cut you off and a cash machines that don't work?"....he just brushed that off. lol

Abbey Business side of things I have no complaints with what-so-ever. Always available on the phone and no real hassles, guess that's because I'm a business they like to 'kiss rear end'.

Ill check out NatWest, failing that I think Ill just move back to First Direct, they're always very helpful and friendly on the phone.

cheers all.

golddustmedia

My 2 pence is to switch to a decent bank. I've been with Royal Bank of Scotland for 24 years (and I'm only 30 now!) and they have always been EXCEPTIONAL! They have always listened to my requests and been reasonable and flexible when I want them to help me. Subsequently I now have about 8 accounts with them including all my borrowing (mortgage, loan etc).

My wife was with Abbey and we had a similar farce when we moved house.
As we were leaving the area decided to close the account. Except the "new branches" don't have actual cash so to speak. Having used the cash machine the account was down to about £1.15 so just wanted to close the account. As they don't have cash (except cash machines) they said they would have to issue a cashiers cheque to close the account.

They did that, but didn't close the account. That was because they made a £3 charge for issuing a cheque for just over £1.... Then as we had moved we didn't get the statements with the charge for a few months. So then they were applying interest charges on the overdrawn amount!!! It took LOTS of letters, calls and swearing to get it all resolved.

Personally I think Abbey is destroying it's reputation turning normal branches into locations with cash machines, a basic enquiry desk and people to sell you their services.

reedi

In away Im glad it's not just me having trouble. Im about to call and cancel my transfer and close it (my brand new card doesn't work now either), plus Im going to send off a complaint to Financial Ombudsman Service.

I would transfer all my money in it but website is down (surprise).

Wash my hand of em!

golddustmedia

Well done on a wise decision!

hev_2

Actually I've had some really good experiences with Nationwide. I find their online banking really easy to use. The staff have always been great. They have been great to other members of my family and my husband.

I haven't had to call them much, but I have never been put through to an overseas person, and they were really helpful.

It sounds really vanilla, that Nationwide are nice but they suit me.