Shabby National Customer Don't Care (Abbey National in general)

Member Name: GJTyler

Product:	Abbey National in general
Date:	13/02/04 (650 review reads)
Rating:

Advantages: Offer a flexible mortgage

Disadvantages: Non-existent customer service.

Tried telephoning or writing to Abbey National recently about your mortgage? don't bother. When I telephoned Abbey in January 2002 to request the pass codes for internet access to my flexible mortgage account I was advised that I couldn't be issued with the pass codes as my mortgage account was in default. My direct debit mortgage payments were totally up to date but Abbey believed, wrongly, that I had abandoned my home. Further phone calls were met with failed promises to write to me and the problem was finally resolved in November 2002 when I wrote threatening to go to the BBC Whatchdog programme. In November 2003 I had occasion to write again to Abbey but they are not responding to or acknowledging receipt of my letter. A phone call to their complaints line has obtained confirmation that a further letter of 12 January to their Secretariat has been received but I am still waiting for a reply. I have also been waiting for a phone call back from their complaints department since 29 January.

My experience over the last 2 years is that they totally stone wall their customers. My advice is don't consider dealing with this shabbily run business, I shall be moving my mortgage to a more reputable company.

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