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.
Abbey you suck!!!
How helpful would this review be to a person making a buying decision? Rating guidelines
Agree with your review. Abbey Business are a shambolic banking service. Have a horrible call menu system whenever you ring them and customer 'service' staff are your typical call centre workers who can't do a thing and just pass you from person to person.
Online banking is regularly down. Letters and faxes not responded to MOST of the time.
bad1 07.09.2008 16:56
agreed, Abbey sucks big time
Mickie26 24.05.2008 23:56
I couldn't agree with you more. That bank is the pits. We have just got off the phone from them and they have robbed £60 off us. We learned the hard way I wish I had read your review first. I am just about to post my own experience.
Mar 3rd, 2008
exceptional by (31%):
very helpful by (69%):
