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“I bought my house with a mortgage from Abbey National...”

written by tigga on 17/07/2004

Good Points
None

Bad Points
Over the years too many to mention. Poor Customer Service is one though and appalling music on their telephone waiting system. If they keep you waiting that long, at least they could have decent music.

General Comments
I bought my house with a mortgage from Abbey National over 30 years ago and have had my home insurance with them over that period. In June 2004 I had a letter saying that they were changing their insurance procedures and listing my house information. 3 bedrooms (it is actually 2 bedroom), semi-detached (it is end terrace), tiled roof (it is slate), built 1950 (it was acually built in 1887). The worst of all they had my date of birth as 1 January 1900. I may look old, but I am not 104 yet. I phoned up, it took 17 minutes to get through the telephone waiting system. I asked them why the information was so wrong? They said they had not had the information previously, I did point out that they had actually given me a mortgage on the house. They recalculated the insurance, which they said was greater than what they had stated, but they would let me have the current price for the time being. A week later I got new papers with corrections to the house description and a premium 50% higher than the one they had stated the previous week. Another 17 minutes wait on the phone listening to the awful music. I asked them why they took so long to answer the phone, they said the managers were working on it. I think I have got the premium reduced, they said they would write to confirm it, but haven't. I don't know if I have the stength to go through another 17 minutes of that music just yet.