After several years of acceptable service I think Abbey have gone downhill of late. In the payments section of the web site you can instruct that a payment be made on a future date. This I did for a payment of £29.90 on 11 August. On checking on 12th August I discovered that the payment was still 'pending' so I called the call center. The operator made that payment on the spot. I canceled the pending payment and received an acknowledgment that this had been done. On 13 August I discovered that the payment had been made twice. On the other hand, when I made an arithmetic error and overdrew by £1.17, they hit me with two charges totaling £50, though when I called up they withdrew one of these but I still had to pay £20 which I feel is excessive.