Abbey National - what happened to them?

Pammy

Hi,

I have been a good customer of Abbey National for over 20 years, so has most of my family.

Following the shock of a serious illness I really didnt have the inclination to monitor my account. Unfortunately direct debits hit my account and I have incurred charges of £700

I have put £5000 into the account to get it back up to speed but requested Abbey help me out with the charges.

First of all I was told that that week because of new management they cant refund of assist with any of the charges and was put though to debt management who said they could let me pay over a period of time (Great I thought), but was informed it would mean stopping my accont but could keep my link card. I went away to think about it

I went into a branch and was told that the Debt management could help and didnt need to freeze my account.

Rang up debt management, they told me it was nothing they could do but customer complaints could reverse some of the charges. I was put through (after being cut off 4 times by them) and was told that NO they couldnt do a thing.

I went away and thought I would ring today

Rang up Complaints and they said that debt managament could help with and not freeze my account, they also said they would be refund two of the charges. Two is better than none. Went through to debt management again who explained AGAIN they couldnt help so put me back to compaints. This happened 3 times over a period of 1 1/2 hours on the phone.

They abruptly ended with telling me they would not help under any circumstances and they would let me pay off gradually but no direct debits could come out of the account, they want back my multifunction card, link card and anything else I have with them.

Im really peed off. The chaages are extreme and of course I should of kept an eye on it. But all I wanted was some assistance without the hassle of freezeing my account. But they refuse. They never used to be like this and never so rude.

Anyway I have this money in my account and basically dont want to invest with them.

Is there a person friendly bank you know of that myself and my family can transfer over to?

Vent over.

skylight

Pammy.

No banks are friendly anymore - profit profit etc.

I bank with First Direct after moving from Abbey. Some PERSON always answers the phone! And they know what they are talking about! In English (UK call centre)! 24hrs a day!!!

Easy online setup and pay in over the counter in HSBC

Pammy

Thanks Charlotte,

I was actually quite shocked at Abbey. I will look into First Direct

Pammy

Actually on another note. Last year when I was abroad Abbey messed up totoally with a global transfer for me which left me stuck abroad. They admitted they were in the wrong but my phonecalls to Abbey cost me over £400 to sort out their mess up (which they admitted). Maybe I should send them that bill.

Ember999

I am with First Direct and they are fantastic! Been with them almost 14 years now! Great Customer Service, they always answer the phone, UK call centre, nothing is too much trouble, great service on their Internet Banking...what more can I say? I would never leave First Direct, best bank I have ever been with.

digp

https://www.bankchargeshell.co.uk

Ember999

digp wrote:

https://www.bankchargeshell.co.uk

I can appreciate people complain about bank charges, that's why web sites like the one you put a link to exist, but the fact is, you only get charged by your bank if you go over your over-draft limit! I am with First Direct and have a 'fee free' overdraft of £600 (was offered £1,500 but turned this down as I don't need that sort of overdraft!) and with SMILE bank, again I have a 'fee free' overdraft of £500. I never go over my limit so I never pay any charges. If I wanted to 'up' my overdraft limit, all I need to do is phone either First Direct or Smile and ask them, it would be increased! So, I see no need for ANYONE to pay bank charges.

I know a lot of you won't agree with what I am about to say, but it is my opinion and I am entitled to it. :A

I think that banks are fair to charge you if you go over your agreed over-draft limit! They agree to lend you a certain amount of money and if you abuse that agreement, it is only fair you are charged is it not? Banks offer free banking and this is one way of banks making money to enable banking to stay free for everyone who wants it to be free. If you don't go over your limit, your banking is free! So simply, DON'T go over your agreed over-draft limit and you will not get charged. Seems pretty simple to me! If you need a bigger overdraft, either phone and ask them to increase it or spend less money!

Bossyboots

I agree with you Ember999. There are a lot of posts on these boards from people moaning about being expected to pay for spending money that isn't theirs.

I do have some sympathy with the OP though if their story is genuine. Unfortunately, the banks must get people every day giving "sob stories" and trying to get charges dropped or reduced. It is no surprise therefore that they mostly take a hard line. Regrettably people with an extenuating reason for having messed up will suffer because of those who decide to spend money they don't have and then make up excuses to try to avoid paying for that luxury.

What is really out of line though is abbey staff giving different answers and leading the OP a merry dance. Unfortunately, this is typical of abbey at the moment. I don't know whether their systems are just all !!!! eyed or if it is poor training but there does not seem to be any continuity between any part of abbey.


Edit: Ooops. I see one of my words has been changed. I truly didn't mean to put a naughty word, I just used one of my normal phrases.

spotter

I remember in the news recently of a law student sueing Abbey National over 'profit-making' penalty charges for bounced direct debits. The bank failed to file a defence so he won a court order for compensation.

So as not to infringe copyright I won't post the full article here, but if you go to the Telegraph website, register and search for 'law student' you can read it there.

Good luck, hth.

Bossyboots

There is a thread relating to this somewhere. I will see if I can find it.

Abbey claim not to have been served with the papers so they could, if they choose, apply to have the judgement set aside.

The issue is whether the charges actually represent the cost to abbey of the "offence", rather than just being a fee levied effectively of random value purely for profit. I am sure the banks are all frantically drawing up costings to show how they can justify the figures they charge and once they do that, this open door will be closed.

nearlyrich

Ember999 wrote:

I am with First Direct and they are fantastic! Been with them almost 14 years now! Great Customer Service, they always answer the phone, UK call centre, nothing is too much trouble, great service on their Internet Banking...what more can I say? I would never leave First Direct, best bank I have ever been with.

Did I write this? LOL my sentiments exactly been with them since 1992 and I think they are wonderful too!