I have been with Abbey for 10yrs+ and was a satisfied customer until recently. I started a new business venture and applied for a new current account. As an existing customer, I thought it would be easy as I logged in to online banking to open the account. Not a bit of it.

They asked me to prove who I was even though I had logged in through security and owned an account with them. It took 10 weeks to receive the account details and card. I had asked on the form to open internet banking and tried to log in. Nothing had been set up so phoned customer services and spoke to an Indian chap. The security questions were bizarre - when did you receive your last statement? It's a new account, so never. What's the balance? Nil - it's new. Last transaction? None - it's new. I was then told I had failed security and had to go to a branch. I asked about the security questions, why not DoB, postcode, etc? He wasn't allowed to tell me why!! Finally, he admitted they don't have access to the details as they are waiting on a new system.

Cue complaint to customer service. Sort this out please or when I go to the branch, I will close my new account. No response. I have finally received an answer 12 weeks later and was a waste of paper. You failed security, we told you this, concerned you want to close account. I had closed the account 10 weeks before and they hadn't even noticed.

I went to branch and young manager (I mean really young) was terrified and apologised profusely, but I closed the account. I opened one the next day at Natwest and received cards & logon within a week - no hassle. I am now in the process of moving my main Abbey account which I have held for 10yrs+ & my savings, to Natwest Private account.

Abbey do not care about customers and have not a clue how to keep business. The Indian call centre is worse than poor, with no concept of customer handling. The response from complaints was risible and proved they do not care about my business. The delay also proves they have a huge issue with disgruntled customers. It is a real shame as they were great for me for so many years when I moved to them after being totally disgruntled with my previous bank (Lloyds TSB) and I was satisfied with their service. Something serious has happened which has decimated service quality and I do not believe they should be trusted with your business.

So far so good with Natwest. New account will be opened soon