So a recent survey by BBC Watchdog (that average programme that highlights issues and makes you more annoyed with the state if this once great country) listed the Abbey as Britain's worst bank and I couldn't agree more.
Let me give you a little bit of history, I have been with them for 23 ... Read review
Advantages: Not One Disadvantages: Open to Fraud, unhelpful, rude, arrogant, no customer focus, terrible bank
...once great country) listed the Abbey as Britain's worst bank and I couldn't agree more.
Let me give you a little bit of history, I have been with them for 23 years (with a few minor niggles, but nothing much to be concerned over), but the last 4 years the bank has hit the bottom in terms of customer service (the bane of my life). About 3 years ago my account was scammed by a lovelly little company and at that time it started with a ... ...into a local branch of Abbey to try and withdraw cash using a cancelled card, well blow me they happily handed £50 across the counter without so much as a raised eyebrow. I grabbed the "manager" (when I say manager I actually mean 17 yr old kid with 1 GCSE and no knowlege at all) who explained that they had seen me in the bank before and knew who I was, "oh that's ok then, security check done, me a happy bunny!!!!". One formal ... more
So a recent survey by BBC Watchdog (that average programme that highlights issues and makes you more annoyed with the state if this once great country) listed the Abbey as Britain's worst bank and I couldn't agree more.
Let me give you a little bit of history, I have been with them for 23 years (with a few minor niggles, but nothing much to be concerned over), but the last 4 years the bank has hit the bottom in terms of customer service (the bane of my life). About 3 years ago my account was scammed by a lovelly little company and at that time it started with a £1 purchase with a chat line (to test the card was active) and then from there the wonderful gents decided to hit Tesco petrol stations across Birmingham at £25.77 per transaction at exactly the same time. Now being diligent I reported this to my bank had my cards stopped and went through the usual waiting period for the amounts to be refunded. I obviously asked the question "why didn't yout wonderful automated system spot identical transactions hitting the account at the same time and question them?", to which I received no response.
Well still trusting (or just naive) I went into a local branch of Abbey to try and withdraw cash using a cancelled card, well blow me they happily handed £50 across the counter without so much as a raised eyebrow. I grabbed the "manager" (when I say manager I actually mean 17 yr old kid with 1 GCSE and no knowlege at all) who explained that they had seen me in the bank before and knew who I was, "oh that's ok then, security check done, me a happy bunny!!!!". One formal complaint later and a snotty letter from Abbey claiming they took security very seriously and wouldn't let it happen again.
At the time of the initial scam I managed to track down the name and contact details of the person who had initially used my card details (it wasn't rocket science, simply one telephone call is all it took), when I attempted to present this information to Abbey, did they want to know? In short, they could care less and neither should I, my money was returned so what's the fuss.
So cut to a year later and I moved address, about the same time that Abbey commenced it's sell-out to Santander. Changing my address actually took 5 months to do, firstly they would update one system and not another, then they would revert the changes, then I couldn't buy anything online because the addresses didn't match and each time the branch blamed the systems upgrade and the call centre blamed the branch. Mr Patient here starting to get more than a little miffed so I gradually started to ween my main banking away from them.
So cut to almost present day and last year I made a purchase at a "reputable company" (the only purchase on this card in 3 months) and suddenly my account gets scammed again, this time with someone wanting to fly on a Greek airline. Again I cancelled the card and they unusually helpful customer service person was able to see 2 transactions, the initial £1 to iTunes (again to test the card) and then over £100 for a plane ticket. I was advised to report this to the banks fraud department by Customer Services (they obviously don't bother talking to each other and require you to join another queue to report a problem).
I duly phoned up, "We are sorry our Fraud department is only open between 9am and 5pm, Monday to Friday", you see Fraid does not happen outside of these times!! So I call back to report the fraud (key word here, money taken from my account without my permission "FRAUD"):
Abbey - "We have to ask you some standard questions sir" Me - "OK" Abbey - "Was the card in your possession when the money was taken" Me - "Yes it was" Abbey - "I'm sorry that is not fraud, that is a Visa Dispute and as such needs to be handled by a different department" Me - "Sorry this is not fraud, the unauthorised use of my card to obtain goods or services" Abbey - "No sir, it can only be classed as fraud if your card was lost or stolen, please redial another number"
And then they hang up on you. So now to Visa Disputes:
Abbey - "When did you notice this transaction" Me - "Well it is still pending at present and your Customer Services have told me it is there" Abbey - "Ah, we can't touch this until the funds have cleared in approx 3 days" Me - "Sorry, you can see the amount and can't block it?" Abbey - "Correct" Me - " So this amout will make me overdrawn, why can't you cancel it?" Abbey - "We can't, we suggest you get the amount reversed by the company or take out an overdraft" Me - "Sorry, this is fraud how do I reverse a fraudulent transaction if not through you and why should I take an overdraft to cover a fraudulent amount?" Abbey - "Sorry, this is not fraud, you are simply disputing an amount on your card" Me - "No, this is an amount stolen from my account i.e FRAUD!!!" Abbey - "I am sorry sir, call back in 3 days to process a dispute"
So there you have it, an amount scammed from your card is not FRAUD, it is simply a Visa Dispute to allow banks and authorities to massage figures on how much fraud actually does happen. I contacted the local police fraud office, who claim that since 2006, the rules had changed on fraudulent transactions and these were no longer against the individual, but against the banks, so it is in the interest of the banks to "categorise accordingly". Let's face it who wants to go to a bank with a high fraud rate, unless this figure is well and truly massaged.
I managed with one email to identify the company that was attempting to take funds from my account (it is so easy to track the company down), This company had the name, address, contact numbers and passport details of the person using the ticket purchased fraudulently on my card and would only release this information to the bank, providing it contacted them claiming fraud against my account. So there you have it, I manage to do the job of the police through email and all that is needed is for the bank to confirm fraud against my account. I contacted the Abbey and they refused "Because this is not fraud this is a Visa Dispute". You have to be kidding me!!!
So I went to close my account, ah you can't until this visa dispute is resolved, p.s you now have an unauthorised overdraft and £65 of charges for us telling you what you already know.
This went on for some weeks, Abbey eventually sent out a letter that I needed to send back within 7 days to confirm I had not made the transaction. Shame the letter didn't arrive for 2 weeks!!!
After a month of wrangling the monies were actually repaid to me (the airline actually refunded all of the money as well after my conversation with them regarding the FRAUD). Now my account had too much money and it took Abbey 2 weeks to realise they needed to claw the cash back.
I finally went into the branch to close the account (you can't do it by post or over the phone, you have to drive to an Abbey branch), only to be told I couldn't do it, due to an issue with the account that the girl behind the counter couldn't tell me about.
So I have chased the Abbey at my expense to see the status of my account, is it closed, is it open, is there money there, what is happening? The telephone banking now get all shirty if you do not enter your 16 digit card number on their call queue system (it apparently helps them route your call to the right Indian Call Centre), considering I do not have a card I can't enter it and when you cant give them a card number they hang up on you. When you eventually do speak to someone, they cannot confirm the status of your account, this must be done at the branch.
So over 4 months since the initial Fraud on my account, I finally receive 2 letters, one to tell me that the account is now finally closed and the second to tell me that the Abbey had over-refunded an amount to my account and this would be withdrawn from my account on the 25th Jan (shame the letter arrives at the end of Feb).
My advice to you is steer well clear of the Abbey, they are worse than useless, they are unhelpful, arrogant and dangerous. I have no doubt that other banks have their foibles, but Fraud is a serious affair and the Abbey have no interest.
Until this country wakens up to the fact that Fraud is Fraud regardless of whether a card is in your possession or not, then nothing will be done to prevent it and millions will continue to be stolen.
...READ THIS OP ~~~~
Abbey National, the habit of a lifetime.
How many of us change bank accounts regularly or look around for a better deal? Let’s face it most people will shop around for the best mortgage deal before committing to one institution. How many of us are happy with our current bank or building society account? If we’re not do we actually do anything about it? Have we become complacent in keeping abreast of financial developments? How ... ...have been a customer with Abbey national for the past 15 years and many more reasons why I have decided to stay with them and will continue to do so. I will endeavour to share with you my experience so that you can hopefully have some insight in to Abbey National and what kind of service they offer. ~~~~ WHY DID I CHOOSE ABBEY NATIONAL ~~~~
Apart from the fact that they were a major high street presence, I had my mortgage with them. This was arranged ...
criple 24.07.2002 (04.04.2003)
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey
Advantages: Relaible, Helpful, Trustworthy Disadvantages: No paying in books issued
I have banked with Abbey National for 6 years and I really can’t rate them highly enough. Although recently they have changed from a building society to a bank and they have recently changed their name from Abbey national to Abbey. The logo has changed but the impeccable service has remained the same.
I used to bank with Natwest and seriously had no end of trouble with them. The final straw came when I went £5.00 over my overdraft limit and they ... ...didn’t plan to bank with Abbey National but they were the next high street bank that I came to and decided they were as good as any other on the market (besides I quite liked the look of the two little people under the umbrella on their sign!!!!!!!!) When registering to open an account I was told that I would need 6 months of previous banking statements. Now in the past I never bothered to keep them so had to trot up the road to Natwest to ask them ...
natalierees 01.02.2004
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey
Advantages: These days, very few. Disadvantages: Inefficiency, Poor communication, Bumbling integration into a larger bank.
I've been an Abbey customer for almost 15 years. In the time since the Santander take over, the level of customer service and efficiency at Abbey have taken a dramatic and spectacular downturn, and after months of repeated frustration trying to get the simplest of things done, I've finally switched to a competing bank, whose customer service has been a breath of fresh air. Here are some selected highlights of frustrations Abbey have provided me with:
... ...to withdraw money from my Abbey account. Previously, photo ID and bank paperwork have been sufficient for withdrawing small amounts of money from my Abbey account, and I've probably done this two dozen times over the last 15 years.
Now, apparently, this is only available "at the branch manager's discretion". After a 45 minute wait whilst the branch manager was located (at 1030 in the morning) and consulted, I was informed that this could happen, ...
Whining-Walt 09.03.2008 (07.03.2008)
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey
Advantages: great service provider Disadvantages: none
Abbey are a fantastic bank that offer a lot of products under one roof.
Abbey offer a wide range of bank accounts, they have a current account which i have with them where i have a visa debit card, a cheque book and an overdraft on the account of £1000 although i have never used the overdraft and havent used a cheque for ages, you can pay in most stores through chip and pin with your debit card and use it all over the world at cash machines so this ... ...card and cheque book.
Abbey offer a student account for 18 years and over which has a debit card, overdraft and cheque book but only pays 1.5%.
The other option of a bank account with abbey is a basic account which has a cash machine card only, no debit card, overdraft or cheque book, this is the only option abbey offer to anyone on benefits or with a poor credit rating. This was the account i first started with with abbey when i first turned 18 ...
danniell 08.06.2008
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey
Advantages: good service, instant access Disadvantages: maybe being taken over by a spanish company
...I'm so happy with Abbey National that I have a mortgage with them, and ISA with them, Payment Protection with them, along with my current account.
All they way through, they have been helpful and responsive to my needs and demands.
I joined, and got a cheque book and card :) 12 years later, I still have those, but more besides... I have a relationship with my branch and its staff. No longer do the counter staff call me Dr Daley, but they call me ... ...too.
I would recommend Abbey National, after all I have been treated well - their bank account is excellent.
Oops, I should have said what they charge for... if you want a complete list, then comment or message me, and I will supply details. But you are charged a whopping £5 over the counter to pay bills !!! It's free if you set up your bill payments facility, an they you can pay bills via ATMs, Phone or internet banking, completely free :) ...
wildcat2003 13.10.2004
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey
Abbey are a fantastic bank that offer a lot of products under one roof.
Abbey offer a wide range of bank accounts, they have a current account which i have with them where i have a visa debit card, a cheque book and an overdraft on the account of £1000 although i have never used the overdraft and havent used a cheque for ages, you can pay in most stores through chip and pin with your debit card and use it all over the world at cash machines so this for me is a great account.
Abbey offers a specialised account for people aged 11 to 15 years which has a cash card for with drawals and has an interest payment of 6%pa but you do have to make a payment into the account once a month but there is no fixed amount you have to pay in so you could pay as little as £1, i think this is a great way of giving a teenager the chance to be ...
danniell 30.08.2008
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey National
Advantages: Simple, friendly and helpful Disadvantages: They keep moving the mortgage centre!!
I have been an abbey banking customer for a many moon now! ... A very happy abbey customer, I hasten to add!!!
The first time I plucked up the courage to take that giant step onto the property ladder, I was young, naive and a little bit wet behind the ears!!
My mortage advisor (from the estate agent) sorted all the technical stuff for me, at the time, the best mortgage around was with the Abbey.
As most mortgage advisors tend to, he clevely got me to sign up for an attractive endownment linked abbey mortgage, with a great rate!!
Don't worry the wet behind the ears teen, soon learnt to kick the endownment to the kerb, but the one thing I have to thank that advisor for is my abbey mortgage.
Pretty soon after I took this mortgage out, I lost my job, leaving me in a financial difficulty, Abbey National were superb, I never ...
englishminx 20.12.2003
· Read full review
Ciao members have rated this review on average: very helpful Review of Abbey Mortgages
Advantages: Easy, fast Disadvantages: Not brilliantly laid out
As most people will now know Abbey National has now become Abbey. The banking service is just as good since the name change if not a little better.
I registered for online banking when I was sixteen. I'd had my account for twelve years by then. I had found all the services I used from Abbey to be safe and reliable. Living in the sticks I rarely visited my local branch as it was a twenty mile, fourty minute bus journey with unreliable services. I wanted to keep in touch with my funds and new services available from Abbey, online seemed like the best way to go.
I tried to register online at first. I went to the Abbey homepage and clicked on the Online Banking link. The page informs you that there are three main ways to register; in a branch (far too far for me); at a cash point (the only ones near me weren't bank machines ...
