It seems that Abbey no longer care about their customers. I am 19 and have been with them since I was about 7 years old, however I have never had a problem with their service until now.
On the 27th April 2008 I was shopping in London, nothing unusual there until I went to a cash machine to withdraw £10. So I enter the correct PIN, choose to withdraw the money and for about 30 seconds the screen displays wait for your cash and dispenses my card. Guess what... no cash came out, however my account was still charged. The ATM was located at Hanover SQ outside the Abbey branch.
I went in and reported the problem to a member of staff who said that a) my account would be credited and b) asked me to fill out a Disputes Hand Off Form. He also stated that he would call me the next day and report the problem to head office. All seemed well.
The next day I received no phone call, okay I thought maybe he forgot, so I waited another 24 hours before calling numerous numbers and eventually getting through to the ATM Problem Line. Had the guy reported the probem.... NO.
Luckily on the day I wrote down the staff members name and managed to get a photocopy of the form that I filled in and the branch name and number. I would recommend that everyone does this who ever experiences this kind of problem. It all counts as evidence.
So yesterday I went into my branch in Brentwood to find out if I had been refunded. All I can say is that I was kept waiting, and waiting, and in the end I complained and left the branch. The staff were rude and nobody seemed to care. I am seriously considering closing my account. I know it's only £10 but it feels like it's been stolen. Yes the bank has effectively taken it until they can prove it has been refunded.
I am also an account holder with Halifax, Natwest, and Barclays. When I walk into their branches for service I am greeted, and my name is taken... So why don't abbey do this?
Anyone else has any problems with them recently?