Archive for the 'Telephone Banking' Category

Holding My Money As Ransom

Published August 22nd, 2007 in Internet Banking and Telephone Banking. Closed

I have finally opened up an account with Natwest who provide me with a local branch, a local branch phone number and English speaking people on the phone from England… just like the good old days!

The Natwest raised a request with Abbey to transfer all money from my Current Account and linked ESaver account and then close them both. The Abbey followed the instructions to move the money, but only on my Current Account. They then proceeded to close my current account meaning I have no access to online or telephone banking. This is where the problems begin…

Because Abbey didn’t transfer my Esaver account then I still have money sitting in there, however, the Esaver account is linked to my current account. As my current account is now closed, I have no internet or telephone banking access so I’m unable to get a balance, withdraw or transfer money from my Esaver account to anywhere else. Abbey insist they are also unable to do this as its an account to be operated by Internet only which is fine if the Abbey don’t delete your Internet login.

So I have money, MY money, in a savings, MY savings account account which;

  • I can’t withdraw
  • I can’t transfer
  • I can’t see the balance
  • Abbey can’t make the transfer on my behalf (even though I authorise them to)
  • Abbey can’t make the transfer on my behalf (even though I authorise them to)

I’ve now had to request a special ATM Card in order to gain access to MY ESaver account. Once this card arrives, I then have to apply for an ESaver Internet Login so I can access my account online. Once this arrives I can then transfer my money.

And they wonder why I am switching banks!

Abbey Stop My Holiday Money

Published August 1st, 2007 in Internet Banking, Telephone Banking and Branch Visit. Closed

The Abbey is more like a comedy sketch than a business!

Yesterday I placed an order online with TravelEx to pickup my foreign currency directly from Heathrow. Today I received an email from TravelEx informing me they had been unable to process my card details. I phoned up TravelEx to see if they had more details, and went through the order with them. As soon as I mentioned that I was using an Abbey Debit Card, the bloke at TravelEx said that this was the cause of the problem.

Abbey will only allow £300 per day online purchase of foreign currency via TravelEx and he suggested that I used a different bank account or a credit card. Sadly I don’t have another bank account and I only have an Amex card which I’m not keen on using. So the other alternative? Well to get all the money in cash and turn up at Heathrow with rolls of notes to swap for my holiday spends.

Next problem, the amount of money I require, means that I can’t go into a branch to withdraw it as I have to give them notification. Abbey do not provide branch phone numbers so I am yet again stuck in a phone queue (32 minutes so far) in order to speak to my branch, so I can arrange to take time off work and call in, allowing me to withdraw some of my money, so that I swap it for foreign currency in order to have some holiday spends.

This is getting absolutely friggin ridiculous now!

WARNING: Abbey Systems Are Outdated

Published July 31st, 2007 in Telephone Banking. Closed

OK, after 47 minutes the Customer Services lady said she could not wait any longer on hold to transfer me, so would put me straight through so I could be on hold myself. After a further 10 minutes of being on hold I ended up speaking to another Indian Call Centre employee and once again they couldn’t confirm my security details.

Eventually they transfered to me Glasgow and within 6 minutes, security was confirmed, bill payment setup and payment made. So why the problem?

GET THIS….
The Indian Call Centre are working from OLD DATA! My 16 digit card number that I have in my hand, doesn’t match the number the Indian Call Centre have. I received this card in the 1st week of June so therefore the Indian Call Centre are working off security details that are over 2 months out of date! How shocking is this?

Atleast it explains why India were unable to confirm my identity yet the UK were, but in this day and age, why does it take more than 2 hours to update systems on a global level? Its possible as its something I manage fulltime!

Abbey Call Centres

Published July 31st, 2007 in Telephone Banking. Closed

Today, at lunchtime I called into my Natwest to arrange an appointment to transfer my account to them following the problems I had with Abbey National. The only regret I have is that I didn’t do this earlier!

Today I need to transfer a small sum of money to HM Revenue & Customs so phoned up to make the transfer as the online banking facility wasn’t available. I was told at 11am that their internal systems were also offline and I would have to call back after 1pm. I got through to the Abbey again at 1.30pm and was told that I would need to call back in 30 minutes as their systems were still offline.

Eventually I got through to someone… and their systems were online! Next problem, I was asked the usual security questions which I confirmed after 3 attempts as the Indian call centre didn’t understand me. Sadly, they tried incorrectly so many times that my account is now rendered useless. I can not transfer money, pay bills or anything via the website or the phone.

I asked the person to put me through to his manager and the conversation went along the lines of;

“I wish to speak to your manager, as you have disabled my account because you didn’t listen or understand the security answers I gave you.”
“You have to go to your branch with ID to confirm who you are.”
“I can’t as I am in work, and I need to make this payment now.”
“You have to go to your branch with ID to confirm who you are.”
“Did you just hear what I said or did you not understand?”
“You have to go to your branch with ID to confirm who you are.”
“Seriously you are annoying me with your constant message. I hear what you are saying, but do you hear what I am saying?”
15 SECONDS OF SILENCE
“Put me through to your Manager now please.”
“You have to go to your branch with ID to confirm who you are.”
“I said put me through to your manager now. If you won’t then I want your name and your managers name now.”
“You have to go to your branch with ID to confirm who you are.”
“I understand what I have to do to make this payment, however I want to register a complaint against you to your manager and speak to him please. Do you understand what I am asking?”
15 SECONDS OF SILENCE
“Seriously, this isn’t a difficult question! Will you give me the name of your manager? Its a simple YES or NO type of question”
15 SECONDS OF SILENCE
“Let me try one more time. What is the name of your manager?”
“You have to go to your branch with ID to confirm who you are.”

…. I decide to hang up at this point before I lose my patience, swear or get personal.

I decide that try again. Maybe I just got a numpty? Maybe his cue-sheet was stuck and therefore wasn’t sure what to say in this circumstance, after all we know how these call centres work. Sadly, my next call wasn’t any better and despite speaking to a different person, they were reading off the same cue-sheet… “You have to go to your branch with ID to confirm who you are.”.

So, after having enough I phoned cusomter services. They have been able to track who I was talking to, and will raise an internal complaint and have this investigated. In the meantime I am on hold while they (a nice UK Cusomter Service lady) try to find me someone who speaks the same language as me… i.e. ENGLISH!

I went through all security with the lady from Customer Services and she was able to confirm in seconds that I was the account holder, and confirm all my security answers such as DOB, recent transactions on the account etc. When will banks and other companies learn that the last thing many of us English people want, is to speak to someone from a foreign country who doesn’t undestand me, I don’t understand them, and they don’t understand the importance of some of our requests?

Don’t Give Up Hope

Published June 22nd, 2007 in Telephone Banking. Closed

I’ve just received a phoncall from Abbey. No prompting, no promise of call back, completely out of the blue! It was from their complaints department and they basically explained that they were still investigating my complaint and will be writing to me by Wednesday 27th June with an explanation and full apology.

They confirmed that any amount will incorporate compensation to cover;
Phone call costs
Time and effort
Lost interest
Overdraft charges
General inconvenience

Therefore I am expecting to recieve a healthy sum, especially if they are fair in their compensation appraisal.

Is it worth it? Well in all honesty no. I would rather have had the money refunded immediately rather than have to go through all the hassle and stress this has caused. If they had refunded within 7 days as I was told, then I would actually be away on holiday now with friends. Sadly, because of the delay I was unable to book.

My Address Has Changed

Published May 30th, 2007 in Telephone Banking. Closed

Firstly, credit where credit is due… After I hung up the phone after being on hold for 17 minutes yesterday, they did ring me back, and put me through to Fraud again, in order to save my own phone bill. Very (happily) surprised at this and greatful for. I managed to get through to Fraud with only being on hold for 5 minutes and confirmed all transactions were mine.

However, later that evening I spoke to my parents and was a little alarmed to find that the Abbey had initially phoned my parents house asking for me. I left home over 10 years ago, and have always informed Abbey of my new address and contact numbers. I even have my mortgage with them! New cards and statements are always posted to my correct address, however I am now extremely concerned at how they still have details on file for me, that are over 10 years out of date! Luckily my parents are still around, had it been a fraudster, then this is another possible breach of security that could result in more problems in the future.

CEO Email Response

Published May 29th, 2007 in Telephone Banking. Closed

Today I am in receipt of a response to my email sent to the CEO of Abbey yesterday. At first it appears that it is a personal response from Customer Service team, however the more I read, the more I realised this is a standard response as it goes on to say ‘If we are unable to do this within 4 weeks, we will contact you to update you with our progress.’. This obviously isn’t the case as my problem would have been resolved by now, and as for the contact me with updates, again this clearly isn’t being followed.

The whole email read;

Hello

We are writing to let you know that we have received your complaint. Thank you for contacting us and telling us about your concerns.

At Abbey we want to keep our customers happy, however we know that sometimes things can go wrong and we welcome complaints as an opportunity to improve the service we offer you.

Unfortunately we are unable to trace your details from the information provided. So that we can investigate further and send you our response, please could you reply with your full postal address.

We try our best to resolve complaints quickly. If we are unable to do this within 4 weeks, we will contact you to update you with our progress.

The following link tells you about the Complaints Procedure we have set up to make sure you receive a quick and fair reply:

www.abbey.com/customer_satisfaction

If you would like to talk to us about anything else please give us a call. You can find the number you need by clicking on www.abbey.com/contact_abbey

Regards

Who knows, I may actually be on to something here. Anyway, I have promptly replied;

Many thanks for the email. As you will see from the history of my complaint I have followed the procedures on your website, however these clearly don’t work. You have had nearly 3 months to deal with my complaint, and Visa Disputes & Customer Service NEVER contact me with any update on progress.My postal address is;
nn xxxxxxxxx xxxxx
xxxxxxx
xxxxxx
xxnn nxx

My original complaint ref is 581nnn and relates to Visa Disputes on my account identified on 9th March. As the website details, all forms were duly completed and faxed immediately by my Branch to Visa Disputes Department, yet nothing has been done at all. I have not been contacted by the department in relation to this, despite requesting over 45 times that they do so. I have been unable to get in touch by phone due to it constantly being engaged, and the Customer Service Department, my last hope, doesn’t follow up on anything it promises either.

If you wish to discuss further, or require any more information, please do not hesitate to contact me on 07nnn nnnnnn

Many thanks

Card Is Not Blocked

Published May 29th, 2007 in Telephone Banking. Closed

Phoned Abbey again, and their systems were back online. They confirmed that my card had not been blocked and I confirmed all transactions on my account were legitimate, however they still tried putting me through to Fraud Department. The phone shows I’ve been on hold for 17mins 27 seconds and its time to hang up again as I have to go out at lunch.

Before I pop out, I thought I would ring Customer Services, you know, the ones who always promise to call me back but never do. The idea was to chase up my outstanding claim yet again, and also find out why I was not called back on Friday despite the promise. Lucky for them, the number (08456 006 014) is constantly engaged again. No message or queue to join, just simply beep beep beep beep :(

Card Has Been Blocked

Published May 29th, 2007 in Telephone Banking. Closed

This morning I received a phonecall from a Private/Witheld number with someone saying they were calling from Abbey National in relation to recent purchases on my current account. In order to pass security they wanted me to hand over a load of information such as Date Of Birth, Mothers Maiden Name etc. I informed them that I wasn’t willing to give this information as I had no proof of they were who they said they were, especially with the current problems I am having.

Because of this, they said they would have to block my card until I phoned them back to confirm the payments which is fine if a little inconvenient. It made me think, why don’t banks have a challenge and response system in place? So when Abbey phone me, in order for them to verify themselves, I ask them a question that only Abbey know the response to? Surely this would make communication a little more secure?

I was put on hold for 10 minutes and as per usual was told they ‘are busy helping other’ and thanking me for ‘being so patient’. Eventually I get through to someone and explain I have been asked to check some recent transactions with them. Sadly, I was told that their internal systems are offline again and I would have to call back in 1hr. In the meantime I am once again stuck without any money.

Emailed The CEO

Published May 28th, 2007 in Telephone Banking. Closed

Today I have finally decided that Abbey have left me with no other option, other than emailing the CEO of Abbey. I think I have been more patient than most other Abbey customers and have exhausted all the correct channels of resolving this matter, without success.

Dear Antonio

Firstly, accept my apologies in emailing you direct, however Abbey has left me with no further option after exploring all other avenues made available to me as an Abbey customer. I would like to bring to you attention the following website that I have created that chronicles my ongoing problems with Abbey;
http://www.switchtoabbey.co.uk

Please note, this is NOT related to Unfair Bank Charges.

I hope that by contacting you direct, someone, somewhere will take responsibility on behalf of Abbey as to date, the customer service I have received, is nothing short of shambolic. I sincerely hope that I get a response, as I have mentioned on the website that I have contacted you directly. I am also paying for the website to be advertised on MSN and Google in order to gain exposure and hope that swift resolution will follow.

 

Many thanks

Here’s hoping this may result in some sort of response!

My Time Wasted

Phone calls to Abbey - 47
Phone calls from Abbey - 3
Hours on phone - 49

Emails to Abbey - 3
Emails from Abbey - 2

Days between claim and receiving full refund = 96

Polls

After reading how I have been dealt with as a customer, would you switch your account to Abbey?

View Results

Loading ... Loading ...