New card - Abbey Zero

Sun

Just saw following message on Abbey Credit Card website:

"Look out for improvements to our credit card internet servicing site that will be launched shortly."

I really like to see following improvements:

1) Specify the date when your 0% is ending (like Halifax).
2) Ability to apply for additional card holder (like all other banks)
3) Download statement in PDF format (like Amex)


But as they are better know as (sh)abbey, I have no expectations.....except cosmetic changes (colour scheme, font, etc)....

HamiltonL

beniamino wrote: »

I applied for an Abbey Zero card around the 14th July, wanting to take it on holiday tomorrow (3rd September). I got a credit agreement to sign about 2 weeks ago, but still no card. Do all credit card applications take this long? Or is Abbey just overwhelmed?[/quote]
Well with the Zero card it appears they have been taken by surprise by its popularity. Hopefully your card is now on its way and you should receive the PIN, then the card very soon.

HamiltonL

Sun wrote: »

Just saw following message on Abbey Credit Card website:

"Look out for improvements to our credit card internet servicing site that will be launched shortly."

I really like to see following improvements:


2) Ability to apply for additional card holder (like all other banks)

I think you can already do that?

Sun

Nope, one can only add additional card holder while applying for zero card.

(sh)Abbey Customer Service suggested me cancel current card and re-apply with additional cardholder details. :rotfl:

HamiltonL wrote: »

I think you can already do that?

YorkshireBoy

HamiltonL wrote: »

Well with the Zero card it appears they have been taken by surprise by its popularity.

We value your input HamiltonL but, to quote a famous American tennis player, "you cannot be serious!" :rolleyes:

not_loaded

And if you were overwhelmed, why would you mail existing valued customers twice in three months to try and get them onboard too?

HamiltonL

gavers79 wrote: »

I applied for my Abbey Zero Credit Card on the 10th July, today is the 2nd of September and I still have not had my credit card! Here's the problem - I have to do my balance transfer from my current 0% Card on the 6th of September. Applying back on the 8 weeks ago, one would have thought this was plenty of time!

I must admit that is a long time, and I don't think I've had any calls from people waiting that long, so far..

They have sent all documentation to my previous address (which is fine as it's my Mum's), although the card is registered to my new address (they confirmed this on the phone). I've had to return 2 lots of forms to them, because they told me they had not received the first lot. Now I'm waiting for what I believe to be my third credit card!

Unfortunately at the moment it's still hard to tell on the Application systems whether anything has been received/sent out or not. I suspect there was just a delay processing the data or a crossover. When you get the card I'd advise going into the local Abbey branch with IDx2 to change your address as your parents' is still the one being used it seems.

I rang them AGAIN today and was on the phone for an hour. I spoke to a Call Centre Generic...who said I couldn't do a balance transfer without the card (although the account is open)....which I kind of understand. However the Call Centre Generic couldn't help any more in that "against our policy kind of way".

Yes it's Abbey security policy that if the BT hasn't been added at the application stage, it can't be done until the card is received. A recent thing, but a significant change. I don't know why it took you so long to get through. Did you call customer services (0845 602 1582)? If you did, and selected option two you would have got straight through to someone.

So I then spoke to Complaints you actually did seem concerned and helpful but they put me through to another CCG and exactly the same happened again so they transferred me to another Call Centre (I think it was a UK one)

All Abbey's credit card call centre operations are based in the UK, mostly through Milton Keynes but also a few satellite locations. While I don't directly deal with Complaints, from experience they only deal with complaints after they haven't been resolved by the main call centre. That is probably why they put you back to them, because the customer services team have to raise the complaint internally first so it is dealt with by the managers in the office. You will then usually receive an acknowledgement letter in five working days, and if still not resolved, Complaints then get fully on board.

and spoke to a really rude woman who was so un-sympathetic, concerned, didn't even say Sorry and actually used the phrase "What Do You Want Me To Do About It"?

Well that is disappointing and I'm sorry on behalf of the colleague you spoke to. I can assure you most of my colleagues would do all they can to at least try and help, and have a good attitude.

Obviously these are 0870 numbers which are costing me a lot of money too!

Well 0845 but I see your point.

Now I thought a way out of this and to feel like a valued customer of Abbey they be if they said: We'll do the Balance Transfer when you get the card and don't worry about any interest you occur we will refund....oh yeah and Sorry! I had to put this to her and she said I can write in with any proof and they'll see what they can do as it will have to be considered but would not guarantee it

I'm afraid that's the best they can do. As soon as you get the card I'd advise activating it then ask for the BT. It will take upto ten working days to clear though so we could be talking 2-3 weeks of interest here.

I rang the Customer Complaints Team once again and although they were apologetic and understanding there was no more they could do, so it's been left with me waiting for my card....and hoping they'll pay my interest on the other card.

As I say it really isn't something that Complaints can deal with yet, but the customer services team should be doing all they can to help you, and I'm sorry you feel you have felt so frustrated by your experience.

After an hour with this, I was left feeling so angry about the whole ordeal and after the rude women I said I just wanted to cancel my card.

Sorry I didn't see that bit at the end. Were you able to cancel your account then?

HamiltonL

YorkshireBoy wrote: »

We value your input HamiltonL but, to quote a famous American tennis player, "you cannot be serious!" :rolleyes:

Well I honestly am. The number of calls since the beginning of May has rocketed for the Zero, mostly for people checking the applications, for BT's and to advise us of their holiday plans. As you know from my posts I'm not some kind of Abbey spin doctor and am happy to be open and admit when there has been a problem. I can't really comment on the pre-approved situation as the situation is something which I don't think I've ever had to deal with.

not_loaded

Well, to paraphrase, there’s something wrong in the State of Bradford. Or maybe Milton Keynes.

This stinks of a major data failure in that applicants apparently have their current addresses on file, and yet Abbey’s systems are accessing old addresses. That has to be a recipe for disaster.

All of my letters to Abbey at Bradford and the Customer Relations Unit at Grafton Gate attempting to get my pre-approved application sorted have been completely ignored.

I’m going to end up paying a substantial amount of interest because of this. That interest is not going to Abbey, it’s going to the competition.

And if you know that you’re overwhelmed, why would you mail existing customers twice in three months to try and get them onboard too?

What conclusion can a sane person come to looking at all this?

Petmidget

Personally, given up. Not got time to chase shabbey every couple of days.

Application date 19 July, never received anything, several calls saying stuff is one the way, has been resent, etc etc.

Waste of a credit application and a lot a ucking about having to make other arrangements, this bunny aint funny.