Abbey/Santander

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Category: Business & Finances

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United Kingdom

Abbey/Santander Reviews

Ted_five January 20, 2010

CUSTOMER SERVICE

Early in 2007 I forgot the PIN for my debit card.

I phoned and ordered a new one – they sent me a new card.

I called, explained their mistake, and ordered a new PIN.

They sent a new card.

I called, explained their mistake, and ordered a new PIN.

They sent a new card.

I called, explained their mistake, and ordered a new PIN.

They sent a new card.

I called, explained their mistake, and ordered a new PIN

I then had 4 cards.

Two days later I was sent 3 PINs in the same post.

I gave up for a while - After several complaints – which were ‘investigated’ but not rectified – they paid me £105 in compensation but did not do anything else

In the interim I inadvertently went overdrawn by £19

I went to the branch and paid in the sum to a teller who did not tell me that there would be a similar charge for the payment. At home, using online banking, I saw I was, again, overdrawn by a similar amount.

Eventually, after many complaints, the refunded the charge.

My 4 debit cards, by this time were out of date and, still, no new one had been issued.

Eventually I managed to get in touch with their executive complaints team who told me that they would issue a debit card when I started to use the account. I explained that I couldn’t ‘use’ the account without a debit card.
The somewhat useless individual offered to close my account and I accepted.

The Abbey complaints team are useless. They ‘investigate’ complaints over a vastly unacceptably length of time but take no action.

They are either untrained or hired, by design, for their inability…

Santander have made a badly advised acquisition. These people are damaging their reputation.

If you open an account bear in mind that they may not issue you with a replacement debit card when yours goes out of date.

I have found them to be incredibly unreliable, to lie, and to be impossible to do business with.

I only hope that people contemplating doing business with them may be helped by this.

They are, in short, a bunch of clowns.

jerichosyndrome November 12, 2009

Abbey has stolen my money, but refuse acknowledging me as customer

For 30 years I’ve had the same branch building society account which ended as Bradford and Bingley.

The last 14 years I had a box number for my mail (and all BB statements, etc sent). [Ie, since my wrongly delivered mail ‘neighbours’ opened/discarded].

I requested transferring my money to a better interest account (than 0.01%), and was told ‘after September’ I could have an Abbey Account.

In October I noticed every other in the queue had red (Abbey) passbooks. On asking how they got them – they were just given them. [I had a number written on a BB business card in lieu of my former plastic BB account card].

I asked the cashier for the ‘promised’ Abbey account, and told I must have a (50 minute) interview. Also, Abbey won’t accept a box number address. [I am currently NFA – my landlady’s repossession ensured my sudden eviction!].

Also, in short, I don’t have any required data on Abbey’s lists. I offered my disabled badge. Ie, my photo, signature, identification number, recognised body (Devon County Council) and expiry date – similar to a photo driving licence. “It is not on our list!” Again, fast forwarding, they reneged offering to help - viz, “we have many other customers in the same predicament. We will try for a solution”, into “There is no one else who does not comply with Abbey’s protocol”. [I was peppered with this word]. Instead, as I picked up their “Commitment to our Customers” leaflet, she ‘offered’ closing my account “So that you can go elsewhere”.

I am not happy with Abbey’s attitude via the (young blonde staff’s) abject arrogance/rudeness, but why should I go elsewhere? [I can’t help being a ‘low income’ State Pensioner – it was never an issue/problem before (Abbey). I used to have an Abbey National Mortgage!].

What's wrong with common sense being employed here. And if I no longer have a BB account; that Abbey has 'transferred' my money to themselves (without my knowledge, prior agreement or permission) then they should honour an account. Otherwise that's theft.

"Rules are for the guidance of wise men and the slavish obsession of fools", albeit the staff know me/who I am. Thus, surely my 30 year loyalty should entitle me not now being discriminated against simply because I don’t fit/tick all the ‘right’ boxes?

Please help resolve this. I know the branch staff/HO will not bother to do so.

PS: I live very simple and a basic existence. I don’t have firearms licence – luckily, by my mal-treatment in this fiasco! (joke, OK). I don’t have Swiss Nationality, N/Irish voters card, passport, tax return, bank account (thanks to Abbey), credit/debit cards, etc, etc, etc. My pension Giros are in a former name from 40 years ago – Deed Poll long lost.