Abbey Reviews

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My first experience of Abbey was when I had a credit card through them. I relocated and was told on the telephone that I needed to visit an Abbey branch for my address to be changed. I went into the Uxbridge branch, filled in a form and they photocopied my passport. 3 weeks later when my bill was sent, it went to my old address (luckily I had redirection). so I went back to Abbey-this time in Slough, to be told that I needed to provide 2 forms of ID. So I returned for a third time with my passport and driving licence and completed another form. A month later and no credit card bill arrived, the redirection of my mail had finished and I was very concerned. I went back to Slough branch to be told that as I didn't have my latest statement they could not help! I telephoned their credit card helpline and they would not help either.
I was then visiting Plymouth and went into the branch there. I sat down with someone in there and they did the changes for me then and there on their system. They did not get me to complete a form this time. It was such a relief to have such a simple thing done.

I steered clear of any further dealings with Abbey until recently when they had the best mortgage deal by far. I telephoned their mortgage centre and they went through rates, set me up on their system and promised to send me an agreement in principle. This never came, so I visited a mortgage advisor in branch instead who found that they had not set me up on the system so he did the agreement in principle for me instead. Once the purchase of the property was confirmed I telephoned the mortgage centre to arrange to do a telephone application over the phone. This was arranged for a Thursday at 6pm. I waited by the phone but no call came.
So I took a day off work and made an appointment with the same mortgage advisor in the Abbey branch that I previously saw. When I got to the branch there was noone manning the front desk and I stood there for 20 mins before someone approached me. When they finally did they sent me for my appointment-the mortgage advisor was efficient and helpful and probably the only part of Abbey that I've been satisfied with.

Abbey seriously need to get their act together. I've banked with Natwest all my life and have never had any problems like this. Poor Abbey customers

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I can't talk highly enough of the Abbey team in Ipswich. Branch is always busy but their customer service and friendliness are second to none.

I recently had a fraud on my account and this was dealy with exceptionally by one of their advisers, and as a result I am moving my mortgage to them.

I can't recommend them highly enough and would encourage other, dissatisfied customers that I have read about to give these guys a try!

jerichosyndrome's review has yet to be rated - Be the first!
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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 ...

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COMPLAINT

I have been attempting to change my name following my marriage - i got married A MONTH AGO - since which time i have been banging my head off a brick wall attempting to get my details changed and a new card:- First i went into the branch in my home town and filled out the appropriate forms and they copied my marriage certificate. After 2 weeks - i had no new card so i phoned customer services - they had NO RECORD of any request, and told me to go back into the branch. I went back ...

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Had some fraud on my account (over the phone - the telephone banking security is very poor). They were supposed to open a new account, transfer everthing over and close the old account, but it took over 12 weeks, tens of phone calls & visits to branch to sort it out. I didn't have normal access to my money for that entire time.
The telephone service is appalling - I don't usually use it, but had to because of the fraud. Too many departments, no one knows what's going on or who you need to talk t ...

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A month ago myself and my business partner applied for a Abbey business account for our new business, the representative in the branch went through all our details took our id and told us that the account would take two weeks to set up.

We left the branch with nothing apart from the knowledge that our account was "being processed" but thought we had made a good step forward on the way to setting up our new business.

Two weeks later we had heard nothing so we called to see how the application w ...

LB1306's review has yet to be rated - Be the first!
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Abbey is the BANK FROM HELL. Last week i received my statement they charged me 75.00 overdraft charges. I phone customer service demanding an explanation then they finally reversed the charge.

mat1823's review has yet to be rated - Be the first!
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Have been with Abbey for 3 years and have had only 1 problem (well more minor confusion than a problem) so far, people in the branch are friendly, polite, wont plan on leaving them. I only had 1 problem with them and that was my account being upgraded but wasnt done on time so i had another one opened, so i have 2 accounts now, thats handy.

kuba303's review has yet to be rated - Be the first!
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My morgtgage application through Abbey has been going on now for over three months, everything that possibly could go wrong - DID GO WRONG. I have never heard of so many 'errors, failures in comunications, incomlete transmitions' etc. Example: After waiting for three months for mortgage offer when it finally arrived the valuation report did not include parking space which affectively brought the value of the property down by 32k, I wish found this website before as it would save me lots of stres ...

tomtom88's review has yet to be rated - Be the first!
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Absolutely disgusted!
I phoned to open an account, took 10 day to send the application form, then another 11 days to get back to me on my identification, they then told me to wait for my account details to arrive, after waiting another 6 weeks, I phoned them to see what was happening, they said they have not got my details on their system, overall their depressed customer care and service is just deplorable, so I opened an account with Lloyds TSB, took 72 hours to get my account running, and th ...

Manpig's review has yet to be rated - Be the first!
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Abbey call centres that tell you to go into your branch, branches that tell you to phone up the call centre?

Or how about their general lack of customer service skills or ability to rectify their mistakes?

I think the thing that annoys me most is that they seems to charge you £25 when they feel like it, for no real reason and then you have to go through the above to get it sorted!

The best bit is their statement which says 'why were charging you' and then just lists the charges, dont ...

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Abbey online banking is safe.... OK not good in communication when you go in some branches you get sick standing in lines and waiting no one comes to see you.

colint's review has yet to be rated - Be the first!
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I need to communicate with the Abbey as my aged mother has always had an account with them and doesn't like change. Going into the branch to speak to someone is an unpleasant experience - staff look unhappy and uninterested - but the 'advice' I received from an 'adviser' was brief, terse and too be honest not the best quality. I wouldn't recommend them.

Caulie's review has yet to be rated - Be the first!
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I've been banking with Abbey since 1999, everything has been fine until recently. They took 31p out of my account for overdraft charges - I have never been overdrawn. The following month they did it again, and again, and again. I did receive a refund, but wanted an explanation so I wrote to them in September 08. I am still waiting for a reply. They put £25 in my account a few days ago for my inconvenience. I also tried to open an ISA, took in my ID etc. was promised it would be open ...

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A depressing decline in service over the past ten years or so. High interest rates reserved for new clients and/or deposits from outside the institution. Minor but frequent errors in administration of accounts. Difficulties getting online later at night or in the early morning.

jenkmel's review has yet to be rated - Be the first!
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Abbey seem to charge very high fees for a poor service. It feels sometimes like I have to ask them to do something at least 3 times and it still does not get done properly. Have now closed my business acc and current acc with Abbey. Halifax has taken away the high stress factor that I suffered with Abbey! Do yourself a favour and ditch this awful company. I would give them a minus 0 rating if I could.

Mikey S's review has yet to be rated - Be the first!
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Every time I deal with Abbey I have a problem - whether it ' s on the phone, in the branch, or online. The most annoying thing of all is when you think you are finally sorted, you find out that they have not listened, not done what you have asked and what they confirmed they would do, or plain and simply given me the wrong information.
Also I think it ' s funny that I have to phone them if I have a query. There is no email contact, or blogs page so that people can share information about their i ...

Flygirl70's review has yet to be rated - Be the first!
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I've been with Abbey for over 20 years and have over 30K with them in various accounts. This year I have complained at least 6 times for various reasons: miscalculating overdraft interest (took about 5 calls to get them to resolve this), the fact every time I went to my local Cambridge branch there were no deposit envelopes, difficulties changing my name to my married name, but the icing on the cake was this weekend my card being declined in my local shop because I'd failed to tell them I was go ...

geminilou's review has yet to be rated - Be the first!
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I contacted Abbey to arrange an appointment and switch over from HSBC. Ironically I always found customer service at HSBC poor and the branch poorly staffed, I also regularly save chunks of cash and never seem to earn a bean of interest with HSBC. I was attracted to Abbey's e-saver account. I spent an hour with an Abbey staff member who got as far as entering my name and address on her computer. She said authorisation was needed for me to have the same overdraft. She said she would email me in t ...

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I have received conflicting information from Abbey via email, post and telephone. All I wanted to do was transfer an existing cash ISA into a Abbey cash ISA. The telephone operators do not seem to be able to answer specific questions. None of the forms have an identifying code. I'm going to try Alliance & Leicester - they are offering the same rate and, fingers crossed, I will receive better service