I was thinking that if I had just 10p for every time someone from Abbey has apologised to me, I wouldn't be bothered with getting this money back.
By Thursday June 7th, I'd decided to bypass the Card Fraud department completely. I had neither the time or energy to spend on trying to get through to them. So, I called the Complaints Department directly.
The lady I spoke to apologised and said that the Card Fraud department were very busy. (What, really?) She took details of the fraudulent activity again, and said she'd fax it through to them. She asked if I knew who the company was, and I replied that I did, but had not authorised the payments. Then she said, "Don't take this the wrong way, and I don't want you to get upset, but do you not check your statements?"
As I tried to explain to her (believe me, I've been cross with myself about not checking them closer so many times) she interrupted me, and said something about how I didn't have to explain and she wasn't accusing me of anything. What???
She said she would fax the fraud claim over to the Fraud Department, and that I would hear something "very soon". I can understand that it is hard in these circumstances to tell customers exactly how long they can expect to wait, but when I pressed her she said that she'd dealt with a similar claim a few days earlier, and the Card Fraud department were dealing with claims"from the beginning of May". My claim went in on 4th May.
Technically, I could hear from them any day now...
Thursday, 7 June 2007
Sorry Seems to be the Easiest Word
Subscribe to:
Post Comments (Atom)
1 comment:
Hi there, this is an all too familiar story and experience. I'm sorry you have having to deal with this. The Abbey seem unable to 'administer' the most simple documents. After marrying I tried to change my name on the accounts I had.
3 months later - I still hadn't had my name changed (well not correctly) and not having your name correct can cause problems with finance. The Abbey branch lost the copies of my passport and marriage certificate - the whole lot of forms not once, but twice. I wondered how safe my details and money was with them if they took such scant regard. In all it took 4 months to change my maiden name to my married name - lots of visits, phone calls, admin etc - I demanded compensation on the amount which I earn per hour in my salaried job and how long I had spent sorting it out- they paid it without any argument.
The payment that they have been taking from your account (which was originally set up as a one off payment): if a bank makes payment to a company which you have cancelled (in your case it was a one off but they continued) the bank is 100% liable to refund the payments to you immediately - it is then their problem to get the money back from the third party as they have paid it. That is if I have understood your experience correctly. The fees - try penaltycharges.co.uk
and moneyclaim.gov.uk.
Put everything on paper to them now - otherwise they lie, lie, lie as you know. Good luck - you will get there with persistance and strength.When sorted move banks - vote with your feet, I have.
From: 'I don't love the Abbey habit'
Post a Comment