Abbey Business Banking - if in doubt, make it up

[Write on Message]

“If in doubt, make it up.”

I think that’s the Abbey business banking mantra they drum into their staff during customer service training.

After a week and a half of wrangling with the Abbey over a very simple change request, I finally lost patience today and asked for (and was given) the telephone number for the customer complaints department.

I called the number but received the unobtainable tone so hung up and carefully redialled. Same thing: number unobtainable.

So I called the general number back to check…transpires the customer service advisor had completely made the number up as they don’t have a telephone service to which irate customers can directly channel their grievances (could they cope with the demand on such a service, I wonder?)

Honestly, you couldn’t make it up. Oh, hang on a minute…

 

[maxine]

Thanks - I will look out for that if ever I need to be angry with them which so far I haven't.

It's not the only department they seem to make up though as I had some spam Abbey-like emails through and thought I would do the dutiful thing in letting them know about the emails and it was a case of "erm, um, if you forward to the main email address they will go to the relevant teams"... I doubt if they did though as all a bit vague.

And they lost a cheque in the postal payments and were really flippant about me "just getting the customer to send another one" and didnt quite get the fact that I had had to chase this particular debtor for about 3 months to get the last one!! great.

And I had a lot of stuff from them today all printed upside down on letter headed paper :|

 

[Chippie]

I'm afraid the only thing that puts me of "postal" banking is that you can't walk into the branch and "poke the manger in the chest" when the inevitable ineptitude surfaces. It's all to easy for them to fob you off when you're hundreds of miles away on the end of a phone.

 

[maxine]

I agree but out of interest was this a typo for manager or minger...?

manger

 

[Philip Hoyle]

BT Broadband did exactly the same to me, although they didn't make up a number, it was a pizza delivery firm.

 

[Write on Message]

BT Broadband did exactly the same to me, although they didn't make up a number, it was a pizza delivery firm.

Quality!

I was also told they'd written to me asking for certain pieces of information before they could act on my request. I let the advisor know that I had the letter in front of me and it said no such thing. I was then told that they couldn't actually put in a letter the pieces of information they required me to produce for security reasons. :|:|:|

Abbey Business Banking. The bank of choice for psychics.

 

[Julia Chisholm]

They (Abbey) lost my 1st cheque (knew it was a mistake opening 2 accounts at the same time using the same amount from the same cheque book).

I asked for a simple definition of Direct Debit and they asked what I was trying to do. Told me I needed Standing Order, DD was wrong, but didn't explain why. I rang back for clarification and they said I didn't need SO but should ask my clients to pay by BACS after they've had the telephone advice from me! (Yeah, right...)

I ended up writing in to complain, but STILL NO Standing Order forms! However, it doesn't cost me anything (except time and frustration) so I can't complain.

 

[An Oasis]

"So I called the general number back to check…transpires the customer service advisor had completely made the number up as they don't have a telephone service to which irate customers can directly channel their grievances (could they cope with the demand on such a service, I wonder?)"

Unbelievable I hope you reported the muppet who lied to you!? I'm sure that customer services would have oh er...

Get in touch with the boys at The Sun they love stuff like this.

 

[alex4orne]

Having probs with my personal account, Went in end of last year to give them change of address, with ID I might add. They took all the details filled in the form and told me it was done. As it is a joint account didnt think anything was amiss as the statements came to the new address. Then my debit card expired, went in to see them and they said "oh a new one has been issued to old address " No record of change. So I asked why do statments come to new house then? The reply was its because my partners change of address has registered but not mine. Why would we have a joint account at the same address and then only 1 of us move ? The answer was "oh people do that all the time"
Have now chnged my address for a second time and now await my new debit card (should I be worried?)

 

[An Oasis]

...should I be worried?

Given what has been said in this thread, YES!!! Wait until there is a problem with your account. I can't imagine how badly they'll handle matters...

 

[JoyDivision]

I am really really considering closing my account with them. I have used Abbey personal banking all my life but never in my life deailt with such a stupid bunch of ediots such as these.

I keep ordering some paying in slips to pay my cheques in and they still have not arrived. Everytime I phone up India says "they must have got lost in the post I will order some more" this saga has been going on for two months now and I still don't have any method of paying in cheques.

Today I was quite rude to him and I said "I do not believe for one second that they have got lost in the post 3 times".

 

[Mark Bateman]

"If in doubt, make it up."

I think that's the Abbey business banking mantra they drum into their staff during customer service training.

After a week and a half of wrangling with the Abbey over a very simple change request, I finally lost patience today and asked for (and was given) the telephone number for the customer complaints department.

I called the number but received the unobtainable tone so hung up and carefully redialled. Same thing: number unobtainable.

So I called the general number back to check…transpires the customer service advisor had completely made the number up as they don't have a telephone service to which irate customers can directly channel their grievances (could they cope with the demand on such a service, I wonder?)

Honestly, you couldn't make it up. Oh, hang on a minute…

Whoever you bank with if you need a direct number for a complaint please let me know

I have direct dial numbers for staff in almost all of the banks

Maybe I should charge for this service - you can e mail me on

[email protected] and I will try and help

I have to speak to these people all the time - its not their fault - its the banks

Mark

 

[quikshop]

Abbey provide a shocking service on so many levels but then their business banking is free... you definitely get what you pay for with Abbey

 

[Write on Message]

I have to speak to these people all the time - its not their fault - its the banks

Thanks, Mark. I agree that it's not usually the fault of the person in the call centre, which is why I try really hard to contain my frustration whilst on the phone! But this time it was the choice of the individual to completely make up a telephone number, not the bank!

 

[maxine]

I ended up writing in to complain, but STILL NO Standing Order forms! quote]

I have some if you want them Got sent them by mistake today ha ha ha

 

[Orangutan Amy]

So glad I read this, I was thinking of switching to them, but now I think not

Thanks guys!
Amy

 

[Jenni384]

So glad I read this, I was thinking of switching to them, but now I think not

Thanks guys!
Amy

Yes, only a few days ago on another business banking thread I decided to look into them when my free banking ends with Lloyds. Now, I'm not so sure!

I swear they are all as bad as each other.

 

[Write on Message]

I am sure there are people who have had no bother with Abbey Business Banking (I was one of them until my needs went beyond a monthly bank statement!). However, from the experience I have had over the past week and a half, I would not recommend their services to anyone.

The customer service I have received has been disgraceful. It might be "free" banking, but I think the time I have invested in trying to resolve the simplest of requests over the past ten days has cost me far more in business hours than the money I have saved by not having monthly account charges.

Vicky