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Picture courtesy of James Macfarlane.
| Ease of use | 2.5/10   |
|---|---|
| Customer Service | 0.9/10 |
| Reviewer Rating | 1.5/10 |
| Overall Rating | 1.8/10 |
By louise4 on 31st Aug 2006
| Ease of use | 2/10 |
|---|---|
| Customer Service | 0/10 |
| Overall value | 2/10 |
 louise4's recommendation | |
Online banking clear and easy to use, and a fairly decent interest rate.
Poor customer service, lack of product knowledge, and poor communication.
I've been a customer of Abbey in its various forms for nearly 30 years, and until 2 years ago, I had never experienced any problems.
Abbey managed to set up and activate a standing order on my account two years after the date I had actually requested it to start, and after I had ended up paying the end recipient in full anyway. I have since spent considerable time and effort trying to arrange a recall of the errant money back to my account. Contacting the offshore call centre has resulted in a number of misunderstandings and failure to carry out requests. I approached my local branch to try and arrange a recall of the money and was advised that the problem was all resolved, and that it was a simple process which happens all the time, only to discover that, even after a month, no attempt had been made to recall my money. When I called to complain, I was told that I couldn't make a complaint by phone, only in writing. Not only this, but I was then informed that I can't request a recall of my money unless I can prove it was Abbey's fault. However, no one has been prepared to accept that the standing order was set up in error, and I ended up making separate arrangements with the end recipient to credit the payments.
There is a demonstrable lack of consistency and knowledge of customer processes and products in both the UK and offshore call centres. I dread having to phone them now, as their service is terrible, and I will be moving my account as soon as possible.
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jonathan kelly
on 3rd Sep 2006