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:
* Making my sole account a joint account:
I first tried to do this over a year ago. In the first instance I filled out their conversion form in-branch and provided the branch with all the relevant documentation, all of which was photocopied. After no response for several weeks, I got in touch with the branch, and was finally informed (after several more weeks) by mail that I hadn't provided any supporting documentation along with the form, and that I'd have to bring this into a branch and have it photocopied. Goodness knows where photocopies of my passport, NI card, etc, are, but no doubt they'll be found during a building remodel behind a filing cabinet somewhere.
I brought the documentation into the branch (again), only to be told that I'd have to fill out the forms again - so back I go to the customer waiting area to fill out the forms. Half an hour of hurried form-filling later and I reappear at the counter - only to be told that "sorry, that process doesn't exist any more" - there's no longer a process to create a joint account from a sole account, and the form I was given 20 minutes ago has suddenly been invalidated.
My alternative is to create a new account - inconvenient, but not so painful, as I have all the paperwork with me. Can I do that here and now? "No, sorry - you have to make an appointment." Ok.. can I make an appointment now? "No, they have to be booked at least a day in advance". Great.
* On taking out cash without a bank card
I've done this several times in the past when I've left my debit card at home (I have many cards, and a tendency to use a different wallet when travelling), and whilst away from home I needed 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, but for no more than 50gbp, and that I'd need to cancel my debit card in order for them to let me do this - in spite of the fact that my debit card was not lost, misplaced, or anywhere unsafe.
On numerous occasions when using the telephone banking service, I've been subjected to intolerably loud crackling and background noise, interminable waits, and - the jewel in the crown - one perfectly conducted call with an eminently helpful customer service representative who paused me towards the end of the call, having allowed me to transfer money out of my account in order to "ask me a few security questions". Wonderful.
Advantages: Regular bank accounts are provided with Visa Debit cards and good overdraft facilities. Disadvantages: Rude customer service, mistakes frequently made, banking systems often go down, extortionate unauthorised overdraft fees.
killstrelok 16.01.2009 (16.01.2009)
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Mar 9th, 2008
(Mar 7th, 2008)
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