Abbey makes another blunder
December 24, 2007
High street bank, the Abbey, has made yet another blunder after writing to a customers to express condolences over her husband’s death, despite the fact that he was alive, fit, and well.
The Abbey has seen a flood of complaints come in over its customer service levels, and has come under fire in the past for making blunder with relation to deceased customers, where the funds have not been paid out to the next of kin, and in some cases have been paid out to the wrong people altogether.
The letter was sent to 33 year old Julia Edmeades, and it all started when she called the bank to find out about a delayed debit card that she had been waiting on. She was initially told that she had been logged as deceased on the bank’s computer system. A few weeks later when she called again she was told that the card was logged as having been stolen. And then to top it all off the bank sent her a letter offering condolences over her husband’s death, and asking for a copy of the will and death certificate.
On top of all this Mrs Edmeades still did not receive her debit card – but her ‘deceased’ husband received two cards in the post. She said: ‘I received a distressing letter of condolence on the loss of my husband, who is in fact very fit and healthy. I have made numerous calls to Abbey Card Services, Abbey Grays branch, Abbey Mortgages & Abbey Life Insurance to make sure that this mistake is not taken any further. As you can imagine, this is a very upsetting and disturbing situation which has brought much upset to myself and my immediate family.’
She added: ‘I have not received a card and cannot access my money. To make matters worse, any Abbey staff I have spoken to seem to find this very humorous, saying things like ‘Am I speaking to you from beyond the grave then?’ But this is seriously affecting my day to day life.’
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