XML FeedsAbbey banking farce continues
By Value hunter on Nov 3, 2009 | In In real life, Money chat, Bad business
Day 16: Still no access to our account.
Promised us on Saturday that an email would be sent to "the back office staff" regarding our account being mixed up when transfering over to their "one time passcode" system (I cringe whenever the word system, is combined with a customer service issue!)
We were assured that the matter would be rectified by Tuesday, it is now Tuesday, still in exactly the same position as last week, no change, still cannot access our bank account.
They have broken the Data Protection Act, by discussing our account with us, on the basis of incorrect information - we are told that we cannot discuss the account at all as now the date of birth on the account differs from the one given for security... How, they do not know!
Previous advisors have openly discussed the account after asking for this information.
So far Abbey staff have blamed:
- the system - it has mixed up the details on the account somehow
- the system again - this time it is "a known fault for the past three weeks," as regards accounts having date of births messed up when transfering to new system
- us - for registering the wrong details
- the data protection act - for not allowing them to discuss the account and sort the problems out
Notice one blame target missing? Anyone who has spotted that the Abbey staff have failed to blame an actual person, advisor or manager, after continuous promises from them, give yourself a mars bar!
Just one message today for the Abbey: If you continually fail to sort out problems for your customers, on accounts that you are supposed to be managing, making customers wait 4 days, then two days, then the next day, then it is NOT 24 hour banking is it!
ADDITIONAL: Day 17, still no sign of our account.
2 comments
Today is the first time I have had trouble with Abbey online banking. Apparently the transfer arrangement that I already have set up will not be affected, but any new transaction that I may want to execute will require a one time code. What a load of tosh. I tried to point out to them that I do not have a mobile phone. Their answer was that I could go to the bank and make a transfer. OK dummy, I know that but lets factor in that I am housebound (which is why I do on line banking)and I have no need for a mobile phone and have no intention of buying one just so I can transfer money from my Abbey a/c to my NatWest one. I also questioned how secure a password sitting on a mobile phone is should it be lost or stolen. But that is not a problem madam. You just contact them and give your new phone number and get a new password.My account is just for my husbands wage to be deposited in. Thank goodness I don't pay bills with this account and anyone who has a business account with them has my sympathy.
I won't use one time code. When I can no longer transfer money online I will simply stop using the account. Their loss not mine.
Hey up Linda,I thought it was just us that were having this problem!
Unfortunately, we use online banking to pay several bills each month, using the "payment" set up, instead of trusting the Abbey with direct debits (this way money leaves our account when I say so and not when they choose!)
This new passcode, on top of three codes and security, is a joke. When I pay our 13 bill payments each month, I have to have a new passcode sent out for each transaction.
Another problem (although it has now been corrected after 19 days) was when they transferred over our account (for reasons their own advisors did not know) they simply posted a message after "log in" saying "please try later"
In addition to this they messed up all the details on the account, which two advisors continued to discuss the account despite it being impossible to complete data protection!
Ironic, as the one time passcode is designed to increase security.
Thanks for the feedback.
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