Abbey Bank goes from bad to worse!

Paul_Kernowman

Over three months ago, I set up a Power of Attorney on my Mother's Abbey account. This took a number of visits to my local branch in Scarborough to sort out and eventually I did get this set up.

6 weeks ago, my mother and I decided it would be an easier solution for me to become a joint account holder and to make this happen I obtained the required paperwork from my mother's local branch down in Falmouth (I was visiting my sick mum) and took in all the relevant documents that the staff deemed necessary.
Before I left the branch at Falmouth, I was informed that all was in order and I then ordered a cheque book and Debit card in my own name as an account holder. I was told I would receive the new card and book within 10 working days.
On my return to Scarborough, after 14 days, no book or card had arrived and so I went into my local branch. They informed me that the 'old' system did indeed have me listed as an account holder, but the new system, which has been in since July, only has me listed as Power of attorney.
The staff then have to send off my problem to the IT/software section to sort out, but after 6 weeks, this is since yet to be resolved.
I have written a letter of complaint and a letter was returned informing me that it would take up to 4 weeks to investigate the matter fully. I received this letter 3 weeks ago.

The problem lies with this new system they have. None of the staff at branches can seem to do any changes to customer's accounts, and what changes they do make, appears to revert after a while.
Abbey staff inform me that they 'hate' the new system and admit that they refer to the old system but by now this should have gone.
One small section of Abbey are probably swamped by customer's problem emails sent to them by Abbey branch staff.
There must be thousands of people having problems due to this unsuitable system and surely something must be done about it.
I read now the problems people are having now with the non-payment of interest. At the time of becoming (or not becoming) an account holder, the account was an overdraft favoured account which basically means the interest paid on credit balances is next to nothing. However, there are substantial funds held within the account and as over 1k is deposited into the account each month, the account, on recommendation of 1 helpful member of staff, was switched to an interest favoured account and now should be earning pounds of interest each month instead of the tens of pence under the other account type.
The Abbey are more than aware of the shortcomings of their 'new' banking system and should be made to pay for this total failure of business in my view.

richardmk

The problem with the new system Partenon. This was intended for the Spanish and South American market and really is not suited to British Banking where the processes are totally different. It was not designed with passbook accounts, and accounts linked to a single card.
But the Santander aim is to asset strip Abbey and repatriate profits bank to Spain - service for the UK customers is not a priority.
When an account holder is deceased they currently cannot even close the account and return the money to the estate - and generating significant costs for estates in solicitors charges.
Rather than complaining to the Abbey you should always include the FSA and your MP in complaints. This will enable the regulators to have sufficient evidence to fine the bank and force improvement - complaining direct to the Abbey only will not solve the problem.