New card - Abbey Zero

HamiltonL

not_loaded wrote: »

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?

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.

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?

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…

Of course, ideally. However I also come on here not just to answer complaints, but also to give people advice on queries they have with Abbey or other banks. It just so happens that this thread has kept me busy lately...

Of course "a couple of dozen people" aren't the only ones who have had problems and that is very disappointing. However they are still few and far between. I usually take over 100 calls a day, and about 80-90 of those at the moment concern the Zero card. Every day there will be a complaint from a disgruntled customer or someone who has waited longer than expected for forms/card etc. However these still only take up about half a dozen of the calls. Not brilliant but could be worse. Those who have experienced problems are both old AND new customers. I haven't got any recorded stats but I've not noticed any particular trend from the calls I've taken.

Why both cards weren't both activated at the time I can't understand either to be honest. I also don't know why it took so long for complaints to be in touch.

I don't think there are many big banking forum sites? This is the biggest isn't it? I'm sure if I said something libellous about the bank on here they'd pick it up straight away. As I say the problems pointed out on here are already the same problems a minority have had to endure, so HQ will have found reading this thread a parallel situation.

The number you gave is the best one to use to MAKE an application, but to track it, customer services take over that responsibility (0845 602 1582).

HamiltonL

zowoods wrote: »

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!

You should hopefully get the card by the end of the month going by current estimates, and if you wanted the balance transfer done that should have pretty much gone through by the time you get the card (though best to check with Abbey when you get the card). If you haven't got anything by then it might be best calling them up (0845 602 1582) to chase the application.

HamiltonL

rich_kim wrote: »

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

Well I'm pleased to hear your experience was much better than some of the people on here.

Just a quick reminder regarding your above comment that you are only 0% on purchases (until December?) and you pay interest on cash withdrawls despite no fee. Just in case you weren't fully aware, as some people have forgotten that.

not_loaded

Whichever way you buff it up, you cannot polish this particular turd.

There is something terribly wrong at Abbey and it needs sorting

I reiterate: 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.

You just don’t do that to customers.

kittykat23uk

Another sad story to tell here. I applied for an Abbey Zero online, got the agreement in the post on the 14th August. Duly signed and sent it back the next day. No word, so called them first week of september. I explained that I wanted to do a balance transfer before the 22nd September and was told by a girl in the call centre that there wasn't a problem and the card just needed to be created and sent out. Still no sign of it a week later, so called and spoke to someone who promised to look into it and would call back within 48 hrs. No call back was received. So I rang again to be told that the guy would definitely ring that evening. Of course no call came so I called again. This time I was told that I'd been given the wrong information and that it could take up to 10 days for someone to respond. Well by this point I was getting annoyed and asked to speak to the supervisor. She said there didn't seem to be a problem with my application and would again chase it up. She said she'd call me back. That was over a week ago. Still nothing, still no sign of the card. So I have ended up paying my other card off with savings, instead of keeping muy savings in my account to earn interest for the next few months. So Abbey have just basically totally stuffed my plans up. I can't be bothered to chase them anymore. If the card arrives so be it. If not, I'll write and cancel.

HamiltonL

Sorry for the delays you have had kittykat. Most especially the promises of phone calls. That is why I don't guarantee calls back even if they are requested, in case there is nobody available. You should have had at least a phone call at some point though and that is disappointing. My concern is Abbey will still go ahead with the BT when your card arrives very shortly (I'm sure it will, though it should have in early September) so you could end up heavily in credit on the other card.

not_loaded wrote: »

I reiterate: 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.

You just don’t do that to customers.

I quite agree.

kittykat23uk

HamiltonL wrote: »

Sorry for the delays you have had kittykat. Most especially the promises of phone calls. That is why I don't guarantee calls back even if they are requested, in case there is nobody available. You should have had at least a phone call at some point though and that is disappointing. My concern is Abbey will still go ahead with the BT when your card arrives very shortly (I'm sure it will, though it should have in early September) so you could end up heavily in credit on the other card.

Thank you for your response. Abbey can't do that as they haven't got the details of my other card. The situation was that I checked my statement at the end of August, so I knew the balance I wanted to transfer. At the same time, I was waiting for the Abbey card to be sent out. When it didn't arrive I called in early September (around the 4th) and asked for information on when it would be sent out, whether I could complete a balance transfer before my statement date of the 22nd and how much my credit limit would be. I was initially told that it would be fine and I could do it as soon as I received the card (in the next few days). But when it didn't arrive I chased again on the 8th, was promised a call back on the 9th, chased again on the 10th, promised a call back that evening (nothing). Called and spoke to someone on the 11th who said that I had been misled and that theny never promise to call back within 48 hours and that it could be up to 10 days. I asked to speak to a supervisor, who promised to contact the underwriters and come back to me by the 15th to confirm the status of my application and whether it would be possible to get the balance transfer done before the 22nd without having the card sent out. I have heard nothing since then. It became clear that there would not be enough time to complete a balance transfer so I have just paid off my other card with savings. :mad:

not_loaded

I sympathise with you on this.

When I was phoning them to try and get information I often received promises of returning the call. Not once did I get such a call.

At a rough guess I’d say around 80% of the CSAs were straight to the point, in that they couldn’t see the application, didn’t know anything useful, and so couldn’t assist. The other 20% seemed to feel obliged to help in some way (understandable) and went on to offer something that they couldn’t fulfil, such as calling back and putting things in the post.

I understand it’s natural to want to assist the customer, but those unfulfilled offers just add to the frustration in the end.

zowoods

Thanks Hamilton L, called them today said will pass my phone number to some dept as seems like they may not have got the T&C back, fine I said just send them again and I'll send them back fingers crossed hey!

not_loaded

zowoods wrote: »

Thanks Hamilton L, called them today said will pass my phone number to some dept as seems like they may not have got the T&C back, fine I said just send them again and I'll send them back fingers crossed hey!

The trend for me (and others on this thread) is lots of verbal promises and no action, so please, please post back here if they do what they said they would for you.