In the News - Abbey

Abbey investigate call centre revenge

Abbey is investigating the allegation that one of its call centre employees sabotaged a customer's account after he gave the employee a bad rating. George Bates, a carpenter aged 23, had a poor experience with a call centre employee based in India after he called up to have his overdraft extended. In a post call customer satisfaction survey, he gave the call low scores. Subsequently Mr Bates was unable to access his account. He later found out that his identity had been changed to a 33 year old Ugandan divorcee. His overdraft facility had been withdraw, his direct debits totaling £750 had been cancelled and he incurred £60 in bank charges.

Abbey have since apologised and are investigating the matter. Abbey have refunded the bank charges and and offered to pay Mr Bates £200 in compensation. Despite resolving the problem, Mr Bates will not accept the compensation and is moving banks due to the cost, stress and frustration caused by the episode.

(Sources: Times Online Telegraph.co.uk)

Posted by Plebble Admin at 09:35 on 30-Oct-2008