Abbey in trouble for another mistake
September 22, 2008
High Street bank, Abbey, has made another mistake that has landed it in hot water, after sending one customer a letter offering condolences over her husband’s death, and asking for details of his will and death certificate. However, the customer’s husband is alive and well. The Abbey has made a number of mistakes recently with the accounts of customers that are deceased, including failure to pass on the money from the account to the next of kin, closing down the wrong customer’s account and marking it as deceased, and more.
Julia Edmeades, aged 33, said that she contact the Abbey over a delayed bank card that she had been waiting on. However, when she called she was told that her account was marked as deceased. She then called to chase the card again some time later, and this time was told that the account was marked to indicate that her card had been stolen. Following this second blunder, the bank then scored a hat trick by sending out a letter to Julia offering condolences over her husband’s death and asking for a copy of the death certificate and will.
On top of all this, despite sending out the condolence letter Abbey then sent out two cards to her husband, who they had logged as having passed away, yet Julie still did not receive her card. The whole incident has left Julia upset and angry at the bank, but she stated that staff members have been taking it all lightly and laughing about it.
Julia stated: ‘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.’
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