Our contact in Abbey’s Executive Complaints Department phoned yesterday to say she hoped our troubles with our blocked bank account were sorted.
She said a new current account had been set up, new cards had been put in the post, our direct debits are in the process of being moved from the old account to the new one, and we have a free overdraft of £2000 to see us through the next month.
Despite the positive tone of the phone call, I used Twitter to comment that “now we just have to wait and see if Abbey can actually do as it says. It hasn’t so far.”
I was prescient.
I was back on the phone to Abbey this morning as we have the first of our new debit cards for the current account.
The Other Half was pleased to have her new card at last, but when I looked over her shoulder at the accompanying letter I immediately spotted something was wrong.
The account number given was that of the old account. The account that’s been blocked for more than a month now and is due to be closed.
I pointed the error out to the OH. Her reply was unprintable.
When I spoke to our contact at Abbey, she was a little confused at first as to what the problem was.
After all, the new account was set up at the end of last week, new cards were sent out, and we now had the first of them.
I explained again that the account number was incorrect, and there was a sharp inhalation of breath as she grasped my point.
Our contact told me that we weren’t to use the card. She promised to investigate to see what had happened and ensure new cards were sent out that accessed the new account.
Rather tellingly, she’d told me yesterday that she found investigating our complaint to be “eye-opening”. I suspect the process is still going on!