Now here's a story all about how my life got flip turned upside down, and if you'd like to take a minute and just sit right there I'll tell you how my dad got fucked over by Abbey. (Ok so slightly melodramatic, but still, it is a true story regarding my dad)...
Last October (2007) my father had some cash to invest after selling his house. He wanted to invest it for a short period and spotted Abbeys 3-month E Bond Account offering 6.7% AER. So he signed up online on 2nd October 2007 and received a confirmation letter and receipt. However the certified bond referred to never arrived.
As the bond was due to mature, by his reckoning on 8th January 2008, and since he had not heard from Abbey, he went in to the local branch at the beginning of January to enquire. It became apparent that there was a problem. It transpires that they failed to invest the money in the correct account and could not trace its whereabouts. They said they would be in touch and on 5th January my father received two cheques totaling his original deposit.
In the intervening days he had phoned Abbey's customer relationship team on 4th January to ask when his interest would be paid, and was told that it would take 14-16 weeks and that they could not confirm the exact amount to be received. They offered to send payment of £50 as a gesture of goodwill for the problems they caused. A cheque duly arrived for £50 for "full and final settlement of the complaint".
Keeping up so far? He opened the bond account but Abbey failed to buy the bond and lost his money. He complained and they paid him his original deposit but without interest. Abbey accepted they had make a cock-up and said it would take 14-16 weeks to calculate and pay the interest. So the story continues...
Needless to say the 16 weeks was up on 25th April and still no interest for the original deposit, nor interest for the intervening 16 weeks! My father complained again to the complaints department and was told a representative, Clair, would get back to him. He heard nothing and phoned again on 28th April to be told Clair had never received the message but would get straight back to him which by Thursday 1st May she had not, and still hasn't by today (5th May).
My father, feeling he is still owed interest (amounting to over £5,000) from his original deposit, ignoring the weeks of lost interest since, has made a formal complaint to the financial ombudsman.
I, however, feel Abbey have fucked up royally, and despite their goodwill gestures, feel that it does not take 16 weeks to calculate and pay interest. Indeed I calculated it very accurately in under 60 seconds on a pocket calculator. They appear to be trying to frustrate the payment of the interest due, and this is despite the local Abbey branch manager admitting it was Abbey's fault for losing the money and not paying it in to the specified account.
While I trust the ombudsman will resolve the issue, and is currently in possession of all the correspondence and documentation, I think Abbey might respond a little better to blatent and unapologetic naming and shaming. If any other bloggers out there wish to take up the mantle and name and shame Abbey then please do so.
5 comments:
Do not, whatever you do, cash that £50 cheque or anything like it. That would be the end of the matter.
Only accept the full interest as setllement
I read you post in my RSS reader and was about to say someting similar to Tim. Check the wording of the letter doesn't say in something like "in full and final settlement" as thats how they get themselves off the hook. I've tried it in a B2B dispute but thats OK when highly paid lawyers are involved, it is immoral to try it with individuals.
Perserverance is the key. I had running problems with Barclays for two years, whereupon I started out on a stint of letter writing whereby I’d restate my previous complaints again and again adding on any which had cropped up in the meantime. Eventually, a chap called me from a place outside a call centre, and sorted out all my problems in five minutes flat and gave me £275 for all the phonecalls, letters, etc. Why they couldn’t have got him to call me 2 years previously I don’t know.
I found letters to work because they are obliged to respond to them, and they don’t cost you much. When they’ve got you on the phone, you are paying for it.
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