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 nxxMy 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
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