Published April 27th, 2007
in Telephone Banking.
Don’t go anywhere, I’m in a queue! Today on my 9th attempt, I actually managed to get a connection to Abbey Visa Disputes Department. Sadly I waited 1hr 27mins for someone to answer my call with a constant message saying “One of our advisers will be available shortly” and again the same old boring music. I dread to think the royalties Abbey are having to pay the artist as I myself must have heard it in excess of 100 times!
Sadly I had to hang up to join a Voice Conference in work, but was lucky enough to get through again later during my lunchtime. I ended up spending 50mins of my lunchtime on hold yet again, and once again had to hang up to carry on with my daily duties.
Published April 25th, 2007
in Telephone Banking.
People in work are now starting to take the mickey out of me. Today I attempted 15 times to contact Abbey Visa Dispute Department at all hours throughout the day, not just lunchtime. None of my calls were successful as the line was constantly engaged. I didn’t even manage to join the queue!
Published April 24th, 2007
in Financial Obudsman.
Today I phoned the Financial Obudsman for an update their end. They confirmed they had received my claim, and all corresponding documents and provided me with another Ref Numbers. They too are currently working on blacklogs but said I would hear in 4 days, by letter, the next steps involved.
Fingers crossed it might actually make Abbey act on my case!
Published April 24th, 2007
in Telephone Banking.
Today I phoned Abbey Customer Service again as I still haven’t had a response despite being told for the umteenth time that I will hear once the 7 day backlog has been cleared.
After quoting my reference number and explaining it all again, I was told that all Customer Service could do was to send email. I explained that it didn’t take a professor to see that by sending an email is not working, and asked to speak to a manager. Unfortunately I was informed that there wasn’t anyone around and even if there was, the manager would simply tell me the same thing. I explained that they are wasting their time sending emails as that is all that’s happened in the past 7 weeks and has produced no results what so ever.
They kindly suggested I rang Visa Disputes on 01908 349979 and I explained that I originally started off down this route, however I can not afford in both time and money, to be put on hold for 1 hour every time I phone. Unfortuantely Customer Services still refused to let me speak to anyone higher up so I then asked to make an appointment with my local branch manager. Again this was refused as I was told he/she wouldn’t be able to help me in this case.
I actually asked if they cared about the service I was being offered and threatened to move all my accounts and mortgage to a different company. The response? They weren’t the slightest bit bothered, and actually suggested to me that I should go into the branch to do all account closures.
To date, this has to be the most unhelpful person I have spoken to who simply seem happy to get me off the phone.
Published April 18th, 2007
in Telephone Banking.
I should really have all of Abbey phone numbers listed as my friends and family as they are the most called and no doubt are costing me an arm and leg in the amount of time I am put on hold.
Spoke to Customer Service and was told there was still no update and that it was being looked into. I asked exactly what was being looked into, however Customer Service unable to explain. They said there were delays and I stated that that’s all I had been told for 6 weeks now. Everytime, I am being told there is a backlog or 7 day delay and I am now finding the Abbey Customer Service is just as bad as every other department within the company.
I’m starting to run out of ideas of who to speak to next.
Published April 10th, 2007
in Telephone Banking.
Somehow, somewhere, someone has managed to grasp how the phone systems work inside Abbey as I got a phonecall back for the very first time!
Sadly, the news was good. I was told that the Fraud Department had a backlog and I’d have to wait. I explained I am constantly being told this, and that I am simply being told lies. Again, 7 days was quoted so I asked why I had waited a month to which they couldn’t answer or explain.
This is when my patience levels had reached their peak and I explained I’d given up wasting my time and money in phonecalls chasing this up and that I was contacting the Financial Obudsman for advice on how to take this further, if necessary via legal channels.
Published April 10th, 2007
in Telephone Banking.
I phoned the Abbey Customer Service again, as I hadn’t spoke to them for a while, and it was like not phoning a friend, wanting to catch up with them. As per usualy, I had to endure the monotenous and the usual ‘We are all busy’ message for a further 20 minutes until someone picked up the phone. This time I was told that both Karen and Cathy were off and therefore I had to explain the whole problem again to another person, quoting my reference number.
I was told that the only thing they could do was to email Fraud Department, which I informed them they would be wasting their own time. I said once they receive the email you will receive and auto-response that goes on about a 7 day delay which is blatantly a lie. The email was sent and I was told that I would be phoned today when they heard back.
Published April 5th, 2007
in Telephone Banking.
By 3pm today, the promised phonecall from Customer Service never materialised so I decided to give them my daily phonecall requesting for information. Again Cathy was unavailable so this time I was passed to Karen who was very apologetic and understood my frustration at the appalling service I have received to date.
I managed to keep my calm, but I am not sure how much longer until I explode on some poor unsuspecting soul who is unfortunate enough to answer my phonecall.
Karen has emailed the Fraud Departartment again, but this time to 2 different people who maybe able to help. Whilst on the phone she got auto replies from them both saying ‘There is a 7 day backlog etc etc’. I explained that I have been waiting for nearly 1 month!!!! Karen said that I could phone back on Saturday to see if there is any movement and quote reference 581xxx.
Published April 4th, 2007
in Telephone Banking.
It has now been almost 1 month since I raised the fraudulent activity on my account with Abbey, and I still haven’t received any communication from them at all, let alone having it resolved.
I decided to track down Customer Service in order to speak to Cathy Carter and find out why I hadn’t received any communication from Abbey despite being told someone would contact me within 7 days. My first attempt saw me being placed on hold for 30 minutes so I gave up in order to continue with my work. I tried again later in the afternoon, and was told she was busy. I wasn’t asked if I wanted her to ring me back or speak to anyone else, so I insisted that I spoke to someone who could possibly look into my case and get some answers for me.
After I went to the trouble of explaing the history of my problem to another person, I was simply told they would ask Cathy Carter to ring me back.
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