Abbey Bank Service

[Leander]

My wife has recently had problems with Abbey Bank.
Someone had fraudulently set up numerous Direct Debits to come from of her account .She immediately contacted her local branches,who refused to take ownership of the problem ,instead only offering a service phone number ,which ,when connected to difficult to understand operatives in India.This senario of numberous phone calls and visit to branches lasted over 3 weeks , and dispite promises , only culminated with threats to report the matter to the Police. How can this type of fraud take place,with Direct Debits?.What every happened to Bank liason and customer service?

[Beads]

Leander if you're not getting any joy then write to the Financial Services Ombudsman and explain everything - document everthing to as much detail as possible and cc the Abbey National - make sure you address it to their head office. THe reason being - the FSO will investigate the query and also have powers to fine financial institutions - therefore it makes them sit up and listen a bit.

[PrinceRainie]

As an ex employee of Abbey....can i strongly recommend that you move your account to another bank. The bank you mention are terrible at passing the buck onto "other departments" i.e Mr customer....go and use the phone in the corner and press option 3 etc etc etc it saves them hving to deal with the matter in hand.
The banks computer systems will also bring the bank down eventually as you may have noticed...they very rarely work......move your money out.....quick.........good luck..
p.s regarding your problem...the bank will hate you contacting the Police as they have to report fraud figures etc to the FSA and it never reflects good on them as they are supposed to have processes in place to stop stuff like that happening.....go to the branch...and demand to speak to the Branch Manager......and refuse to leave until he/she comes to speak to you...

[kujawski]

why dont you just cancel the dd's?

[Leander]

Firstly thank you all for your replies and helpful comments.
My wife,after reading your comments, has resolved to move to a bank that will react positively to her comments.
Incidentially she did demand action from the branch manager, who advised this sort of query was only dealt with through their phone system(via India) Branches were unable to amend/cancel/refund D/Ds. My family will move away from Abbey , following some research, even if this means slighthly lower rates of interest