New card - Abbey Zero

HamiltonL

taurusgb wrote: »

For us so far they have issued 2 lots of duplicate cards (Heaven knows why!), 3 sets of PIN numbers and have put through a balance transfer as requested on card application - but having done all of that they still keep writing to ask for documentary evidence such as bank statements etc (sent ages ago) which "need to be supplied before we are able to activate your account or issue any cards and PIN numbers"........................was this stooze worth it? NO! will definately be cancelling when BT comes to an end

I assume the duplicate cards were blocked with no balance on them and can be shut. You might have to do a 'take your pick' unlocking the PINs with the correct original. Sounds like there's also a crossover between the application and account which should hopefully stop being a problem i.e. approval forms.

Again I can only apologise and hope the problems you have had are swiftly sorted.

*Also to HAL91 as well, apologies for the problems you have experienced for 6-7 weeks now. Hopefully your agreement will arrive in the next few days. You've waited far too long.

beniamino

I really think Martin should stop recommending this card for overseas spending, or at least mention the backlog problems on the main site. It might be the cheapest deal overall, but if you're trying to use this card for a specific trip, it seems that you may have serious difficulties getting it in time.

not_loaded

beniamino wrote: »

I really think Martin should stop recommending this card for overseas spending, or at least mention the backlog problems on the main site. It might be the cheapest deal overall, but if you're trying to use this card for a specific trip, it seems that you may have serious difficulties getting it in time.

Yup. I agree.

Another reason it shouldn’t be recommended is the complete lack of empowered customer service.

The people themselves are not the problem, from this thread it appears to be the systems mainly, and presumably the poor quality management not bothering to monitor the situation.

Somebody somewhere within Abbey should be concerned for their job with this shambles being played out in public.

Remember that two dozen posters complaining on MSE probably is just the tip of a very large iceberg.

jackieblack

not_loaded wrote: »

Yup. I agree.

Another reason it shouldn’t be recommended is the complete lack of empowered customer service.

The people themselves are not the problem, from this thread it appears to be the systems mainly, and presumably the poor quality management not bothering to monitor the situation.

Somebody somewhere within Abbey should be concerned for their job with this shambles being played out in public.

Remember that two dozen posters complaining on MSE probably is just the tip of a very large iceberg.

Couldn't agree more!

not_loaded

taurusgb wrote: »

:rolleyes: yep it does - also says on the pretty sticker adorning card that the main card user has to activate it. On ringing up main user is asked to type in the date of birth....but of course it is not the main user's date of birth they want it is the 2nd card holders....NOT that they make that clear!

I didn’t get a pretty sticker on mine, just a boring b&w one. That would have made all the difference…

When I rang to activate I didn’t have to type in any date of birth, the call went through to an operator and that’s when I ‘failed’ the so-called security check. I’ve since found out the reason for that failure and it was their mistake, not mine. I got the security answers 100% correct.

The complaints department stepped in and did the activation, but obviously only for my card and not the second user. When I heard back from them, I then went back to the activation number to do a BT and mysteriously passed the security check with exactly the same answers. I also asked a couple of questions re the additional card, and at no time did they think to say it wasn’t activated, or for that matter, ask if I wanted it activated. Who in their right mind would activate one out of two cards?

YorkshireBoy wrote: »

…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!…

I naively went about this all wrong. I got an Abbey National mortgage which ran for twenty-five years and I never missed a payment. I still have business with them, and stupidly sent off their mailshot to ‘valued’ customers. The trick seems to be being completely unknown to Abbey and then you’ll get the red carpet treatment.

Anon wrote: »

…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’ve worked for large corporations that monitor just about all their media coverage, but I wouldn’t really expect Abbey to look at every forum around. Besides, on reading this comedy of errors they’d just think we made it all up. Could all this craziness really happen in this day and age?

HamiltonL wrote: »

…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…

Your contribution is greatly appreciated as I’m sure you realise, but you shouldn’t have to be here at all.

And neither, of course, should we…

beniamino

Does anyone know of a geographical alternative for the application tracking line (0845 603 9820)? I'm reluctant to pay for the call.

not_loaded

I always used 0800 389 9905 which was on my original paperwork.

Bear in mind however the team on that number was never able to progress my application or give me any useful information.

zowoods

Interesting reading this thread. Applied over 6 wks ago online, got t&C in post promptly signed them and sent them back still waiting for the actual card and BT to go through. Emailed them and they gave me phone number to call but not bothered to as yet and from reading posts here not sure they are going to be able to tell me anything anyways!

This is what email says:

Thanks for your e-mail.

Our new Credit Card has proven very popular, and we have received a few more applications than expected. Unfortunately, we are experiencing a slight delay in processing applications. Please call 0845 603 9820 (Mon-Sat 8am-9pm) to track down the progress of your application.

We're sorry for any inconvenience this delay may cause. We will be writing to customers as soon as possible to let them know the decision.

Regards

Abrar Ali
Abbey Customer Services

We want to help keep your details safe - so it's a good idea to keep personal information to a minimum when using e-mail.

To help us improve our services we may record or monitor telephone calls.

TRACKING NUMBER: A00001228473-00004118398

not_loaded

HamiltonL wrote: »

(Of course the people I work with (those I know) treat all problems extremely professionally and try to resolve them asap).
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.

Without exception, all the CSAs I’ve spoken to have been fine, BUT their hands are tied, ie: they aren’t able to access the necessary information, and they aren’t able to promote the query to someone senior who can.

I’m an old git and I’ve always believed in pursuing poor service, probably too much for my own good really. I’m willing to bet a lot of people posting their tales of sorrow here have given up fairly easily and gone elsewhere, and will NEVER consider doing any business with Abbey ever again. As an Abbey employee that is what you want to worry about it.

All of my letters to Card Services at Bradford have been totally ignored including one to the Head of Card Services addressed personally by name. Someone is shredding the post rather than dealing with it.

With this week’s events in the banking world, ironically my Halifax card is gathering dust following dismal customer service. In the last few days they’re (HBOS & LTSB) all bleating about the terrible job losses coming up. Well, guess what? There IS a connection between doing a good job, customer retention, and staying in business.

Let’s see where it all leads…

rich_kim

We found out about the Abbey Zero credit card from a Money Saving Expert email. We had about £3000 on a Virgin credit card that we wanted to get cleared by the end of the year and we figured this would force us to do it.
Application process was relatively simple, applied online and received confirmation within a few days. Card and PIN arrived shortly after.
Since getting the card in June we've managed to pay off £2000 (woohoo)
We're getting compensation from HSBC for mis-sold PPI so hopefully we'll be able to pay off the remaining balance next month.
Then I'm looking forward to taking advantage of the 0% rate for using it abroad by taking it when we go away on hols in November.
:T :T :T :T :T :T :T