Today I received a letter, dated 25th June, and it was sent 1st class, so in this instance Abbey weren’t to blame, but the Royal Mail were the cause of delay. Anyway, the letter thats been sent to me, if NOT a standard letter, but a personal one from John Reed, Senior Customer Resolution Manager. In it he apologises for the length of time it’s taken to respond to me and the fact that the Visa failed to return any of my calls.
It goes on;
I’d like to thank you though, because now I know about the problem I have been able to tell toher managers about it, and they will do everything possible to make sure it doesn’t happen again. I have been assured feedback will be given to address the issues raised.”
OK, so the letter doesn’t directly answer every question I raised in my correspondance to them on 6th June, but lets just hope they do what they say, and act upon the issue highlighted in order to stop it from happening again, to me or any other customer.
They have arranged to credit my current account with £130 in full and final settlement of my account which personally I think is a fair sum, considering the amount of problems, time and money I have spent in trying to get this resolve.
How did I do it?
1. After 81 days of getting knowhere through the usual channels, I created this website, and emailed the CEO.
2. I then advertised this site on Google and MSN, ensuring my advert was shown for popular Abbey and Banking search terms, in many cases appearing above Abbey’s official website.
3. I wrote to them in the same time limiting style, giving them 7 days to either contact me or sort out compensation.
Will I still move my bank account from Abbey?
Yes - once the £130 has cleared.
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