New card - Abbey Zero

HAL91

I have not posted before but after yet another infuriating day chasing Abbey I felt I should share the angst here!

Similar story to those posted here. Applied on the telephone for the Abbey zero card early August and was approved there and then. Phoned to find out why I hadn't heard anything to be told I hadn't returned the t's and c's. Explained I hadn't received any and was assured they would go out in the post again. Still no t's and c's received so phoned today to chase. The guy on the phone tried his best but couldn't tell me anything, including if anything had been sent yet but he would request again. Having read the experiences here I'm not holding my breath.

Having also spent the day trying to sort a problem with my Abbey ISA that I've been trying to get resolved since July I've pretty much given up with them.

I'd appreciate some advice: If I cancel the credit card before I've even received it will it have any adverse effect on my credit rating (I know it will have a positive one on my stress level)? I'm inclined to cut my losses on this one as I don't think I have the time or energy to be an Abbey customer any more - it's just been one thing after another.

Also, I really wanted the card for our holiday in the first week of October. Do you think I would be able to get another card in place from a different provider before then?

Many thanks and may the force be with those of you still waiting......

YorkshireBoy

HAL91 wrote: »

If I cancel the credit card before I've even received it will it have any adverse effect on my credit rating...

Probably not. All your credit report will show is a search. There will be no account set up to report...PROVIDED you cancel through the correct channels - and that means signing, and returning, the cancellation instruction on the credit agreement when you receive it.

Provided your credit history/report is otherwise good, you should be able to apply elsewhere without (application) problem.

Also, I really wanted the card for our holiday in the first week of October. Do you think I would be able to get another card in place from a different provider before then?

Ordinarily I'd say "not really". However, with my recent experience of, would you believe Abbey Zero(!), I'd say it was possible.

I applied in branch for the Abbey card last Saturday.
BT actioned there and then (and they've told me since it's on it's way).
PIN arrived today.
Card was despatched yesterday, so should be with me this week.
All being well I'll have the card activated within 5 working days of application (6 days if it comes on Saturday), and I think that's pretty good!

Re your own choice, maybe a Nationwide card would be good? It has the same foreign use benefits, but I'd certainly recommend a branch application.

Good luck.

HamiltonL

Anon wrote: »

I do appreciate your comments HamiltonL, thank you, but you are trying hard to remain supportive when it is clear there are system problems (if the systems were as good as the staff, then there wouldn't be any issues ). The letter said that I had to go into a branch with change of address so that my application would then proceed - not do a change of address then re-apply, which if I had known, I would clearly have done. The fact that the system had no record of the application (despite me having the letter in front of me, with a reference number on it), not even a rejected application, nothing, does not fill me with confidence.

In this case it's quite clear that the system Abbey use to track the applications has not identified or addressed these problems, which is extremely regrettable. Unfortunately while this is a rare incidence, I can't remember a single occasion where the application will proceed if the address is 'inaccurate' in the first place, so I can also apologise for that misinformation.

Anon

HAL91 wrote: »

IAlso, I really wanted the card for our holiday in the first week of October. Do you think I would be able to get another card in place from a different provider before then?

My recent experience with Virgin CC would suggest it might still be possible as that came through within 10 days (also got £30 or so off our Virgin Media bill), but not sure it is the best for overseas (personally I would try for Nationwide for that purpose and perhaps do that in branch if it potentially speeds up the process).

Anon

HamiltonL

not_loaded wrote: »

However, to add insult to injury, on dialling the number to activate the card, after answering around six questions I was informed that I had ‘failed security’ and the call would have to be terminated. I gave a brief summary of the disaster and the myriad complaints that preceded all this, and asked to speak to a supervisor, who helpfully just repeated what the previous advisor had already told me, so call terminated!!!!!

Well I'm glad/relieved even that the main issue was sorted. I wonder why they failed you on security though? I guess Abbey advised you to go to the branch to activate the card? Maybe they can get to the bottom of this and finally end this unfortunate summer saga.

HamiltonL

shobba wrote: »

same deal I applied a week earlier than you- their system says they are still awaiting the forms I sent back to them. I've asked them again and again over the last few weeks to send me a new agreement pack. They keep saying that they will, it is probably in the post etc etc. I've also sent an email via their website which wasn't answered. Today the chap on the phone told me i should go into an abbey branch, fill out the forms and ask them to post it in the internal mail.

I think that's the only thing I can suggest at the end there, to make sure there is at least a back-up hard copy of the agreement.

I am hopeful you'll get the card no later than early October. That's my estimate, but that's all it is.

Anon

HamiltonL wrote: »

In this case it's quite clear that the system Abbey use to track the applications has not identified or addressed these problems, which is extremely regrettable. Unfortunately while this is a rare incidence, I can't remember a single occasion where the application will proceed if the address is 'inaccurate' in the first place, so I can also apologise for that misinformation.

No need for you to apologise as it is not your fault - out of interest, have Abbey been made aware of the many issues/this thread - I realise some of these may be isolated issues in the overall scheme of things, but there do appear to be a number of similar problems emerging? I suppose it is tricky if you work for Abbey, depending on what their policy is for discussing company issues on discussion boards, but it seems that they could do with officially engaging in forums like these as some of the telcos have done in the past to find out about and resolve issues.

Keep up the good work.

Anon

HamiltonL

not_loaded wrote: »

This morning my wife’s brand new card is declined for a full week’s shopping load at Asda. :eek:

She was really pleased. I can only suspect now that because we’ve complained, somebody is making sure that things will go wrong every step of the way for us with our Abbey Zero card.

On getting back this morning I phoned Abbey about the declined card, and apparently the authorised user card has to be activated separately!

Words fail me!

I'm not so sure that is true. The main cardholder is the only person in authority that can activate his, and any other cards on the account, so they should have all been done when you spoke to Complaints. Again I can only apologise.

HamiltonL

Anon wrote: »

No need for you to apologise as it is not your fault - out of interest, have Abbey been made aware of the many issues/this thread - I realise some of these may be isolated issues in the overall scheme of things, but there do appear to be a number of similar problems emerging? I suppose it is tricky if you work for Abbey, depending on what their policy is for discussing company issues on discussion boards, but it seems that they could do with officially engaging in forums like these as some of the telcos have done in the past to find out about and resolve issues.

Keep up the good work.

Anon

Well I don't like to hear about bad stories anywhere about the company I work for. I can guarantee the vasy majority are absolutely fine, but as we are seeing here there are a few, arguably more than a few who are not getting the service/customer experience they deserve - old and new customers. And of course we don't like dealing with people with problems of an Abbey error or otherwise, who wouldn't?! (Of course the people I work with (those I know) treat all problems extremely professionally and try to resolve them asap).

Many of the problems raised on here have occasionally been calls I've dealt with, especially for the Zero card. I think Abbey are responding to at least some of these concerns, and more where possible.

I'm sure Abbey top brass are reading this board, they certainly didn't mind quoting Martin's glowing response to the launch of the Zero on marketing the card. Of course I try not to sound individual, hence the username, and I only post at certain times so as not to risk my identity. I'm happy to put myself in the firing line of disgruntled customers and respond as best I can and as honestly as possible. I won't have all the answers but I hope my advice can be of help to some people. I'm only here to help, not 'big up' my company or to lash out at rivals - some of my posts are on other banks and I don't think I have bad mouthed them there, only offered consumers advise.

HamiltonL

Sus wrote: »

<SNIP>

Susan I can only apologise for the problems you have had. 6 weeks should have been fine. The average is 'normally' a max of 4 so to not receive any approval forms upto now is totally unacceptable. I wouldn't have recommended making another branch application (even though they are usually very quick) as this would just be another chip off the credit score. It might be worth trying to get a quick application through another bank to get a card but even that will be tough. I'm sorry Abbey have put your stateside trip into jeopardy and I hope firstly you manage as best you can, and secondly that the card saga is resolved as soon as possible once you return to the UK.