always very very helpful (Abbey National)

Member Name: martina

Product:	Abbey National
Date:	27/06/09 (42 review reads)
Rating:

Advantages: atractive products and interest rates, easy

Disadvantages: some language barriers with staffin India

I have banked with Abbey for a few years now, and I never had any problems, sometimes maybe the language barrier with the staff in India, although they try very hard. I know that they are going through a lot of improvements now and that's why the system is sometimes down, especially the automated system. Their charges are huge compared to other banks, but they have a first customer care policy, where if it the first time you go over the overdraft they will refund the charge. The one thing I can say, is when you are calling about charges don't start yelling at the staff, that doesn't take you anywhere and at the end of the day it is not there fault you got charges it is your bank account and your fault.If you have any problems call between 9-5pm rather that at night, when all the dept are open. In the evening you can do basic banking etc.
The one time I was a bit unhappy is when I failed security and they told me to go the branch. On the other hand though, it is my own fault I didn't know things about the account.
Lets all remember a bank is a business not a charity and is there to make money like all other banks!!
Customer service is very helpful always. They get things done quickly and they exactly know what it is that I need so I usually don't even have to explain too much. I guess the staff that has been there for longer take a glance at my account and know everything about me including what I am calling for. Scary but true. When I call (usually around 6 -7 PM) the Que is 3-4 mins at the most (usually its more like seconds than minutes and the calls take 3-4 minutes as well. I spoke to an adviser the other day and asked what are the targets that need to meet and one of the things she said that they should have an average handeling time of 300 seconds. So if they are taking ages on the phones its not there fault, they are actually trying to help you, as it is not in there interest for the calls to be long.

Summary: problems? Call withing business hours