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Afternoon Assasin

Abbey seem to have lost my money !

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Hi all,

I wonder if anybody can help me.


Earlier this year I made a transfer from my Abbey account to another of my accounts, that is not Abbey, via the internet, a worldpay transaction, it appeared to have failed, so I did it again, the second one went through no problems.


However, Abbey paid them both out of my account. The first one that appeared to fail at my end never arrived at the other end. The second transaction did arrive at my account at the other end.


I duly opened a transaction dispute with Abbey for the first transaction that failed and some 2 weeks later they returned the failed transaction amount to my account. All sorted I thought !


A couple of months later the money dissapears from my account again ! I call them and they tell me that I need to fill out a form for them to be able to give me my money back, they send me a form, I complete it, return it via fax as requested, I have now done this four times, each time faxing and posting, and have proof of delivery, and have called tham to check they recieved it and have comformation from them they have. Having been without my money for several months now and getting nowhere I decided that I should make an official complaint. I asked for a copy of the complaints procedure, made a complaint, several weeks later I recieve a letter telling me that the problem was caused by an administrative error and that my complaint has been passed to the correct department and that another form for me to sign and return !!! I once again received the same form as I had several times before, I completed it, returned it via email, and received comformation from a person in the complaints dept that they had received it. Now several weeks later I have not had the money returned to my account.....


Should I contact Abbey or the FSA ?

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FSA and write to shabbey again and state that you wil now be submitting a request for the monies owed plus added interest that you have lost due to their stupid incompetence




Getting There Slowly



Advice is given freely but is in no way meant to be taken as Gospel:-)

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I think Abbey have more than enough time to sort this out for you. You could if you wish give them one last chance. A letter detailing the amount of time you have already spent on this and giving them 7 days from receipt of letter to fully resove your complaint.


I would do a list of all the times you have completed the form and on what dates, if you have phoned them, list the calls as well.


Your final sentence should be that you will be making an official complaint to the FSA ? or should that be the FOS ?.. either way, you will be making the complaint unless resolved.



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Thanks for th equick reply.


Is there a template for such a letter ?


I have times and dates of the times I have phoned, faxed, and of course the copies of emails so I can list them all.


Do I have to complete the Abbey complaints precedure before going to the FSA ?

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