Abbey receives another customer complaint

The Abbey has received another complaint from an angry customer whose personal details appear to have been lost and then shredded by the bank. The customer had applied for a cash back credit card with Abbey, and was incorrectly told that this could not be done at the branch, and that she had to send some documentation in to apply.

The customer sent in personal details including a credit card statement, and details of her name, address, and National Insurance details. After a couple of weeks she had a letter back from the Abbey confirming that her application had been successful and stating that her documents had been returned to her and were enclosed.

She saw that the envelope was actually empty other that the letter telling her she had been successful, and she contacted Abbey to find out where her personal documentation was. At first the bank was unable to give an answer, and the customer actually had real difficulties getting staff members or managers to return her calls.

She said: ‘I have been very upset and worried as to the whereabouts of these documents, particularly in light of recent events regarding the Government’s loss of personal details. So far I have made 12 telephone calls, including three to managers, who said they would return my call but have not done so. As my documents had been missing for two months, I was really at a loss over what to do further. Then Abbey got in touch on 3 January to tell me it thinks they may have been shredded.’