Abbey!

Cymraeg_2

Perhaps this will help if I get it off my chest . Any suggestions from anyone on this will be gratefully received .

My mother -in-law passed away in April . She had a few accounts and shares with Abbey . My wife and sister-in-law have been trying to sort it out with no luck . The Abbey branch blame the Abbey probate office . The Abbey probate office blame the branch , etc..... To date , the matter has not been resolved .
My father-in-law passed away last week . Naturally my wife and sister in law are devastated . I offered to take up the admin of the etate . Knowing the problems they were having with Abbey , I decided to confront them 1st . I contacted the Probate office in a good tone , planning to ask them how they viewed the situation and what their thougghts were to resolving the issue .
On getting through to them , I quoted the relevant referenec numbers , etc. , introduced myself and asked what needs to be done . THe operator told me that it was a deceased's account I was dealing with (uumm ! Yes ! I know ) , then proceded with a load of waffle without answering any of my questions directly . Her last comment was "Can't your mother-in-law come in and sort it out herself ?"
I flipped , but remained calm as could be expected without getting aggressive . "I want to speak to your immediate superior NOW! " I demanded .
"That might not be possible" she said , and promptly cut me off probably realising the error of her last statement .

So the matter remains unresolved for the time being .
Any suggestions ?

Swattie

The old Abbey Head Office number was

01908 344900

I think this is still valid. Try that number and ask to speak to the Directors Office.

Most organisations have a team of senior customer service staff to field customer service issues that have either exhausted or bypassed the call centres and are still unresolved, or have been addressed directly to directors. This group of people are normally empowered to cut through all the red tape in the organisation and actually get results.

They normally sit in head offices so know all the heads of departments nad have direct access.

Heinz

Cymraeg wrote:

On getting through to them , I quoted the relevant referenec numbers , etc. , introduced myself and asked what needs to be done . THe operator told me that it was a deceased's account I was dealing with (uumm ! Yes ! I know ) , then proceded with a load of waffle without answering any of my questions directly . Her last comment was "Can't your mother-in-law come in and sort it out herself ?"
I flipped , but remained calm as could be expected without getting aggressive . "I want to speak to your immediate superior NOW! " I demanded.

"That might not be possible" she said , and promptly cut me off probably realising the error of her last statement.

…. which is why bank call centre staff always answer the phone with their forename only (and, if you ask for their surname come up with some garbage like, “I’m not obliged to give that information” despite the fact that you have to give them your life history just to discuss your account).

They can then hang up on you if your enquiry reaches the ‘too difficult to deal with’ or 'I can't be bothered with this enquiry any more' stage – and you won’t be able to complain about them - because, if you can, mid-fume, remember the name, there are 9 ‘Jasons’ in the call centre and you can’t prove which one you spoke to.

GreenB_2

Heinz wrote:

…. which is why bank call centre staff always answer the phone with their forename only (and, if you ask for their surname come up with some garbage like, “I’m not obliged to give that information”) despite the fact that you have to give them your life history just to discuss your account.

They can then hang up on you if your enquiry reaches the ‘too difficult to deal with’ stage – and you won’t be able to complain about them - because, if you can, mid-fume, remember the name, there are 9 ‘Jasons’ in the call centre and you can’t prove which one you spoke to.

Hence the best way to complain or get proper answers is to do it in writing.
Fax is probably the best method if you can get the number as letters and emails don't normally get quick responses. Mentioning solicitors, legal action or BBC watchdog also seems to get faster replies!