Published March 28th, 2007
in Telephone Banking.
Today I decided to ring Visa Dispute Department early in the morning, incase it just so happened that everyone tried ringing during their lunchtime. Again, I was greeted by their automated message saying how important my call was to them and they would answer my call when they are available. I was on hold for 10 minutes and my patience was now being pushed so decided to hang up.
I decided to ring the standard Abbey Telephone Banking number to explain the problems I was having. After 5 minutes of trying to explain to a foriegner who didn’t have a clue what I was saying, they offered to transfer me to an individual in the Visa Dispute Department to save me being placed on hold again. I was cut off.
Running out of options, I decided to contact the Lost Cards Department who again were unable to help me and suggested I lodged a complain with the Customer Service team on 08456 006 014.
My call to Customer Service was answered in 5 minutes which lifted me a little, however they promptly told me that my case should have gone to the Fraud Department and not Visa Disputes. I explained the problems I had at the beginning when I was passed between the two departments as neither department seemed to want to accept responsbility for my case. An email was sent immediately to both Fraud Department and Visa Disputes asking someone to look into it and respond to me in 7 days.
Published March 27th, 2007
in Telephone Banking.
Another day has passed, and still not a whisper from Abbey telling me about my Visa Dispute Claims which they have had now for 16 days. Once again, I decided to try and contact the Visa Dispute Department, and once again I spent the whole of my 1hr lunchtime being on hold, not managing to speak to an individual about my case.
I am beginning to see a pattern forming here and wonder if;
a) I will ever speak to a human
b) if they will employ more staff in this department
c) if they have even started to look into my claim.
Published March 26th, 2007
in Telephone Banking.
I still haven’t heard anything from Abbey, and so decided to try contacting their Visa Dispute Department again, hoping this time someone may actually answer the phone. Once again, I was placed on hold immediately by their automated system and continued to listen to the same music and message as before.
After waiting a further hour, again the whole of my lunchtime, I was forced to hangup, admit defeat and try again the next day.
Published March 23rd, 2007
in Telephone Banking.
Well 14 days have passed since I initially informed Abbey about the disputed Visa Purchases showing on my account. I was originally told to expect anything UPTO 14 day delay because the department was so busy, however you always expect that to be the worst case scenario so I had thought the bank would have at least made contact with me, even if it was just to say they were investigating my claims.
As I heard nothing by phone or mail, I decided to ring Visa Dispute Department to ask for an update. I spent the whole of my lunch hour on hold waiting for someone to answer my call with no joy. With my lunch hour over, I was forced to hang up and plan to try again tomorrow.
Published March 15th, 2007
in Branch Visit.
I had to visit my local branch again today to complete a further 2 Visa Dispute Claim forms. These relate to transactions that had been made before my card was cancelled, but had not yet shown on any statements. Again, both of these forms were faxed directly to Abbey Visa Dispute Department and again I was told to expect a 10-14 day delay.
Published March 10th, 2007
in Branch Visit.
Today I visited my local branch and explained the situation regarding my account. I went through recent transactions with the staff who were very helpful, and managed to pinpoint 8 transactions made on my account that were nothing to do with me.
For each transaction I had to complete a lengthy form, of which all 8 were immediately faxed to the Visa Dispute Department. I was informed that the department were extremely busy and unfortunately there would be a delay of 14 days, however due to the large sum of monies involved, it was agreed that they would offer me an overdraft facility to ensure my account wasn’t affected.
Published March 9th, 2007
in Telephone Banking.
Today I’ve been made aware that my Abbey Visa Debit Card, linked to my Personal Current Account has been used without my knowledge. Immediately I contacted Abbey stolen cards department and my card was stopped immediately. They then informed me that I needed to speak to their Fraud Department and they offered to transfer me.
After a 40 minute wait because their lines were busy, the Fraud Department told me that it wouldn’t be dealt with by them, but I was best speaking to Visa Disputes Department.
Once I was transfered I was greeted by an answerphone message informing me that Visa Disputes Department were now closed. They were only open between Mon-Fri 9am-5pm, however it was 4.20pm on Friday so should have been open not matter how busy they were.
I was therefore forced to phone the Fraud Department again asking for some help or advice. They were adament my case was NOT a matter for the Fraud Department but for Visa Disputes and suggested I went to my local branch first thing on Saturday morning.
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