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| Ease of use | 2.5/10   |
|---|---|
| Customer Service | 1/10 |
| Value for Money | 1.5/10 |
| Reviewer Rating | 1.3/10 |
| Overall Rating | 1.7/10 |
By MelissaB
on 17th Jun 2007
| Ease of use | 5/10 |
|---|---|
| Customer Service | 0/10 |
| Value for money | 1/10 |
| Overall value | 1/10 |
 MelissaB's recommendation | |
Online banking is excellent if not down.
Customer service got a lot worse, call centre staff are often unhelpful.
Staff in Abbey branches are more helpful but you have to queue longer and longer every time.
I never had to call customer services often in the past, I had to a few weeks ago and was shocked at the difference of quality of service you get now compared to what it used to be a few years ago.
When the online banking website was experiencing some difficulties a few weeks ago, I have called them to enquire about the balance on the main page not corresponding with the balance on my statements and some transactions not showing on my statements page, I had an arrogant man on the phone and I asked him if maybe it was because the online system was being altered to be connected with the Santander system, he told me no, it was because it takes a few days for transactions to show. So I reminded him that I had used Abbey online banking for many years and it couldn't be that.
He got stroppy then, and before I could enquire about my missing transaction, he terminated the communication.
I then called them back straight away and then I had a lady who admitted that there was problems with the website, and transferred me to the cards department as they would be capable of telling me about which transactions were missing, but then 20 seconds after being on the other line I was cut off for the second time.
It looks like their policy to deal with unusually high numbers of calls is to cut you off and pass to the next customer. They don't care about solving your problems.
It would never have happened a few years ago, and the Abbey customer service has just gone right downhill.
I believe that the quality of the customer service is an indication of how good a company is, and following what I know I would not recommend Abbey to anyone at the moment.
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