New card - Abbey Zero

HamiltonL

NickX wrote: »

HamiltonL & PBA,

Please what is going on here ?

I have spent quite a bit of time on the phone to Abbey this morning.

After a long wait on hold, I spoke to a CSA and requested the precise end date of the 0% promotion. After checking the account, they came back with the response that I had previously saying that it was 6 months back-dated from the 1st of the month of account opening.

I pushed the point, stating my disappointment at losing up to a month's worth of the promotion, and the CSA went to speak to their supervisor, came back and said "very sorry, but it is definitely back-dated to the 1st of the month". I actually then said "well thats not very good is it?" and they agreed, but insisted that there was nothing they could do about it.

After putting the phone down, I decided to try again and perhaps even make a complaint about the promotional period not being a full 6 months. So, I called again and eventually got through to a CSA who checked my account. I now got the answer that excel1966 got. There is no back-dating and it is a straight 6 months from the date of account opening. I then told the CSA about my previous call and being categorically told that the end date was the 1st month. They just said that the first CSA was wrong. I then asked to speak to a supervisor, and the supervisor again said that there was no back-dating and it is a straight 6 months despite my continual insistance about what I had been told previously.

This is not good, we have different CSA's giving different advice, and is proven here by HamiltonL and PBA not agreeing.

Could it be that different call centres within Abbey are being given different instructions ?

Well I have now been told that I have the full 6 months, and I have naturally noted details of the time and date of the call with the member of staff's name. So, I'm going with this. But not impressed.

My feeling still is that the first person you spoke to was correct and that it is the first of the month. It is for our other cards and I see no reason why it should be any different for the Zero card. I am happy to state my position despite it clearly being diametrical to that of the supervisor.

I must also stress that there are other call centres outside of Milton Keynes 961 here who do credit card related calls. I believe these are overflow centres when we get busy. I think there is one on Merseyside for example. I know they are all in the UK. They should all however at least have all the calls recorded and hopefully notes of every conversation you and excel have had Nick will be jotted down on the comments of your account.

You can either write to Complaints, or (in keeping the account in order) see if you can have a goodwill refund of interest when the 6 months is up. Let me know how you get on.

NickX

HamiltonL wrote: »

You can either write to Complaints, or (in keeping the account in order) see if you can have a goodwill refund of interest when the 6 months is up. Let me know how you get on.

Thanks for replying HamiltonL

I appreciate yours (and PBAs) input on this, and although I am critical of Abbey, I am not blaming anyone specifically - it is good that there are Abbey staff happy to reply to posts on here.

I know that we are only talking a couple of weeks, but I would like clarification and have written to the complaints department today. I will keep you posted.

Oh, and good luck for tomorrow

not_loaded

HamiltonL wrote: »

Was it 2 weeks ago you sent the acceptance back or longer? Best call them up next week to chase up, unless it HAS gone missing in the post? I do think however that Cloudane will get the card by mid-August. I'm quietly confident.

Three weeks ago posted my ‘guaranteed acceptance’ with a BT request. I allowed ten days before I started to look for signs of action like the balance transfer. Monday 28th I started actively pursuing it. Five phone calls and two first class letters later, nothing received. This is as a ‘valued existing customer’.

What’s been frustrating is that all I’ve had verbally is ‘umm… don’t know’. Maybe there are sacks of mail sitting in Goods In? My letters have been completely ignored despite having my phone number and email on them.

My main concern is the BT. I’ll be incurring interest on the balance every day that passes, and obviously I’d like to adjust the total amount now, as I wasn’t allowing for such a long drawn out process.

With regard to the discussion of agreements and dates etc, I’m old fashioned and look to something in writing from companies where it matters. It’s all very well saying ‘they record the calls’, but over the years I’ve found that that’s to be used against you, not in your favour. Technically, under data protection you’re entitled to a copy if you ask, but like all business matters nowadays, it seems commonplace to stall and stall over and over until you get fed up and go away.

jackieblack

not_loaded wrote: »

Three weeks ago posted my ‘guaranteed acceptance’ with a BT request. I allowed ten days before I started to look for signs of action like the balance transfer. Monday 28th I started actively pursuing it. Five phone calls and two first class letters later, nothing received. This is as a ‘valued existing customer’.

What’s been frustrating is that all I’ve had verbally is ‘umm… don’t know’. Maybe there are sacks of mail sitting in Goods In? My letters have been completely ignored despite having my phone number and email on them.

My main concern is the BT. I’ll be incurring interest on the balance every day that passes, and obviously I’d like to adjust the total amount now, as I wasn’t allowing for such a long drawn out process.

:mad: I wouldn't hold your breath - we sent our 'guaranteed acceptance' forms back in the first week of May, the cards only arrived last week!
We've given up with the idea of the BT, too late now (and I can't believe that they wouldn't have messed it up anyway). :wall:

HamiltonL

NickX wrote: »

Thanks for replying HamiltonL

I appreciate yours (and PBAs) input on this, and although I am critical of Abbey, I am not blaming anyone specifically - it is good that there are Abbey staff happy to reply to posts on here.

I know that we are only talking a couple of weeks, but I would like clarification and have written to the complaints department today. I will keep you posted.

Oh, and good luck for tomorrow

Thanks. Just got off the phone to my tyre suppliers....

I appreciate what you say. Hopefully you will get some clarification soon and not some fobbing off. I don't need to tell you to keep a copy of that letter you should hopefully get within the next week or so!

I'm concerned about people's long delay in getting the automatic card. It's the first I've heard of it. Normally these things just take a few days. The problem is I don't think we would be able to check on the network about the application as it isn't going through the conventional pre-approved stage with the Underwriters, thus nothing will show until the account is established. Hopefully you will all hear something soon.

JF77

God I am so frustrated with these people! I did read this thread many weeks ago before applying and, thought oh it will be fine theres plenty of time to sort out any minor probs!!!

Applied on line 6th July, chased 24th July to be told application? what application? Re-applied over phone and approved that same day. phoned today to be told was not processed until 31st July. Told her I needed by Fri 15th she said "Oh I doubt you will have it by then" as still need to send signed forms back (which I don't have yet) and then it takes a further 5 - 7 days. OMG! what a palava.

Does anyone think I may get the card on time?

Cloudane

Who knows, I'm waiting for mine too, they seem to move at a bit of a leisurely pace (which is a bit of an understatement)

jackieblack

JF77 wrote: »

God I am so frustrated with these people! I did read this thread many weeks ago before applying and, thought oh it will be fine theres plenty of time to sort out any minor probs!!!

Applied on line 6th July, chased 24th July to be told application? what application? Re-applied over phone and approved that same day. phoned today to be told was not processed until 31st July. Told her I needed by Fri 15th she said "Oh I doubt you will have it by then" as still need to send signed forms back (which I don't have yet) and then it takes a further 5 - 7 days. OMG! what a palava.

Does anyone think I may get the card on time?

Sorry to be negative but, from experience, I wouldn't hold your breath.:wall:

Flummaxed

I too am still waiting for the dreadful "Shabbey" to send through my card. Applied for it originally on 17th July, told I would be sent forms to sign and return but they never (and still haven't) arrived. Went into a branch last week and filled out form there - gave my i.d., was told I'd be telephoned the next day (Friday 1st Aug) never received phone call.

In the meantime I'd already phoned Abbey to try to find out what was happening about forms for my original telephone application - they just told me computer showed that it was being processed (whatever that means in this instance).

Rang them just now to find out why I STILL hadn't heard from them, after some discussion about both my applications I was told that the card had been processed (due to the branch application on 31st July) and it would be sent to me at my home address (even though I'd specified the branch address cos I was worried that post was up the creek as I hadn't even received the application form in the post).

Well, time will tell. I need the card before travelling on 20th August, but I'm very sceptical due to the fiasco that other people on here also seem to have experienced with Abbey.

They do appear to be getting worse - think I'll have to change my current accounts with them to someone who knows what they're doing!

not_loaded

HamiltonL wrote: »

I'm concerned about people's long delay in getting the automatic card. It's the first I've heard of it. Normally these things just take a few days. The problem is I don't think we would be able to check on the network about the application as it isn't going through the conventional pre-approved stage with the Underwriters, thus nothing will show until the account is established. Hopefully you will all hear something soon.

Thanks so much for being helpful here in your own time. I’m mystified that it’s not trackable when enquiring. My wife is now saying to look at (and apply for) another card with similar benefits. I don’t really want to do that, but how long do you wait in these circumstances? Also, if they can’t even find it when it’s an ongoing application, how can I cancel it? The BT will almost certainly be completely irrelevant when/if I ever get the account. Gotta be the oddest way to treat a ‘valued’ customer I’ve ever come across!