Problems at Abbey

Abbey customers have been waiting months for replacement debit cards and statements since problems started in late 2006. Sensitive information has been sent to wrong addresses as the bank has repeatedly failed to update customer records.

The Abbey online banking system has made the situation worse as customers who have received their cards after weeks of delay must wait a further 2 weeks before they can access their online account.

Furthermore, Abbey has received complaints during the summer period that the bank is neglecting to pay out tens of thousands of pounds from the accounts of deceased customers to their grieving relatives due to administrative errors.

After contacting the company’s complaints department, customers have been told that this is due to complications following its merger with the Spanish Santander group, which purchased Abbey in late 2004. However, a spokesperson denied that this is the case but did admit that the bank had experienced delays in sending bank cards in August because its Tewkesbury production office was affected by flooding and a postal strike.

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