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Delayed and Derisory compensation offer for terrible customer service from Abbey - should i accept?......
5 Answers
The offer as stated in their letter, which i received today is below...
Thank you for your letter which we received on 7th August 2006. I am sorry that it has taken some time to respond.
I understand that you informed your local branch before you went on holiday abroad yet after being able to withdraw cash from an ATM on one occasion, you were unable to again. This let to you having very little money on your holiday. When you returned you found a block had been put on your account, and encountered significant difficulties in getting it removed.
Although i appreciate your frustration at such a situation, branches are unable to add notes to our systems, so other areas of the business would not have been aware that you were using your card abroad. Our fraud department put a stop on the account due to what was viewed as unusual activity. I am aware that this caused you some inconvenience while you were away, but we are obliged to do all we can to protect our customers funds.
I can see that after returning home, you made efforts to try and get the stop removed from your account, and our systems show that this was finally done on 12 July 2006. Unfortunatly, it does not appear that the branch checked this before cancelling your card (without my permission, which meant i had to reregister for online banking and change all my internet stored card details) on 14 July 2006. I offer my most sincere apologies for this, as i can see it only added to the problems you were experiencing. In light of the brances actions i would like to offer you �50 , which i hope you will accept with my best wishes.
Could anyone with relevant knowledge in this area please advise??
Thank you for your letter which we received on 7th August 2006. I am sorry that it has taken some time to respond.
I understand that you informed your local branch before you went on holiday abroad yet after being able to withdraw cash from an ATM on one occasion, you were unable to again. This let to you having very little money on your holiday. When you returned you found a block had been put on your account, and encountered significant difficulties in getting it removed.
Although i appreciate your frustration at such a situation, branches are unable to add notes to our systems, so other areas of the business would not have been aware that you were using your card abroad. Our fraud department put a stop on the account due to what was viewed as unusual activity. I am aware that this caused you some inconvenience while you were away, but we are obliged to do all we can to protect our customers funds.
I can see that after returning home, you made efforts to try and get the stop removed from your account, and our systems show that this was finally done on 12 July 2006. Unfortunatly, it does not appear that the branch checked this before cancelling your card (without my permission, which meant i had to reregister for online banking and change all my internet stored card details) on 14 July 2006. I offer my most sincere apologies for this, as i can see it only added to the problems you were experiencing. In light of the brances actions i would like to offer you �50 , which i hope you will accept with my best wishes.
Could anyone with relevant knowledge in this area please advise??
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Firstly work out what the inconvenience has cost you in financial terms ( X hours @ �z) Then extra use of car @ x per mile. Additional cost of phone calls to sort this out and then �50 apology. Then write back to them detailing your extra costs as a result of their inefficiency and suggest they REFUND you these in addition to the �50 token apology.
It's a matter of negotiation but I never accept any initial offer and have been successful in the past. Stand firm and keep letter writing until you become a complete pain to them. Good luck
It's a matter of negotiation but I never accept any initial offer and have been successful in the past. Stand firm and keep letter writing until you become a complete pain to them. Good luck
This answer beggars belief. You informed the branch. Did the branch tell you you also had to inform "other areas of the business"? I assume not as, if they had, you would have done so. The branch was therefore negligent. In any case, why on earth couldn't they have informed the "other areas" by phone - or don't they use them anymore?
The whole thing is appallingly slapdash and gives the impression they don't give a tinker's cuss for their customers.
Certainly don't accept their offer. Are you using the formal complaints machinery? If not, I suggest you do - on the basis that you feel your grievances have not been fully investigated - and ask for proper compensation. If you're still not satisfied you can go to the Ombudsman.
The whole thing is appallingly slapdash and gives the impression they don't give a tinker's cuss for their customers.
Certainly don't accept their offer. Are you using the formal complaints machinery? If not, I suggest you do - on the basis that you feel your grievances have not been fully investigated - and ask for proper compensation. If you're still not satisfied you can go to the Ombudsman.
Not an answer but you might be interested to hear of my similar experience with HSBC - compare and contrast.
While I was on holiday in Spain they spotted a sum of about 80p going through my credit card which they thought suspicious - they stooped the card and called my mobile - they tried twice before they got me and I called back on a freephone number.
The amount was fraudulent "a test" but it had gone through with the 3 digit security number - when I told them I needed the card for the holiday they agreed to lock it such that it could only be used if I phoned them first - even though we knew the security of the card had been compromised.
I was therefore able to settle the account at the hotel.
Ammex (charge cards) are even better - I few years ago I lost my wallet in France and they offered to bike a replacement to me the following day.
I know they're �30 a year but they're damn good if you get stuck
While I was on holiday in Spain they spotted a sum of about 80p going through my credit card which they thought suspicious - they stooped the card and called my mobile - they tried twice before they got me and I called back on a freephone number.
The amount was fraudulent "a test" but it had gone through with the 3 digit security number - when I told them I needed the card for the holiday they agreed to lock it such that it could only be used if I phoned them first - even though we knew the security of the card had been compromised.
I was therefore able to settle the account at the hotel.
Ammex (charge cards) are even better - I few years ago I lost my wallet in France and they offered to bike a replacement to me the following day.
I know they're �30 a year but they're damn good if you get stuck
Hi,
Something very similar has just happened to me on my holiday to Tuscany. Unlike you however I did not inform my bank that I was going abroad until I called them when the block was discovered. I called EVERY day without fail and the block was never removed while I was there leaving me with very little money (and a one year old son to feed!) We only spent money on essentials and this effectively ruined the holiday. I was wondering what the outcome was to your story. Did you get anywhere with this. I hope you don't mind me posting so long after the event- I just did a search for debot card blocks abroad!
Many thanks
Poppy
Something very similar has just happened to me on my holiday to Tuscany. Unlike you however I did not inform my bank that I was going abroad until I called them when the block was discovered. I called EVERY day without fail and the block was never removed while I was there leaving me with very little money (and a one year old son to feed!) We only spent money on essentials and this effectively ruined the holiday. I was wondering what the outcome was to your story. Did you get anywhere with this. I hope you don't mind me posting so long after the event- I just did a search for debot card blocks abroad!
Many thanks
Poppy
i think its outrageous that banks just decide that some usages on your account is unusual and therefore suspicious and just stop the card!
its great that they monitor and notice it, but to just stop the card with no further checks is ridiculous - surely they shoudl just ring and ask the customer - not just do it and wait for a phone call from an angry and inconvenienced person
its more effort speak to the person, assess the details, go through the system and to sort out reinstating the card,than to make a single phone call asking if its genuine.
they have done it to me on a fair few occasions and only one occasion do i feel it was understandable that it was even considered unusual - i was still furious - its up to me what i do with my cash.
its great that they monitor and notice it, but to just stop the card with no further checks is ridiculous - surely they shoudl just ring and ask the customer - not just do it and wait for a phone call from an angry and inconvenienced person
its more effort speak to the person, assess the details, go through the system and to sort out reinstating the card,than to make a single phone call asking if its genuine.
they have done it to me on a fair few occasions and only one occasion do i feel it was understandable that it was even considered unusual - i was still furious - its up to me what i do with my cash.
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