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Abbey-taken charges from tax credits and refuse to give me it back!


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Ive been with Abbey for about 9 years and over the last two, they have made so many errors on my account, ive lost count. About 4 or 5 times, they havent cancelled direct debits when requested, resulting in excessive charges. They sent THREE payments to the wrong place in the space of a week, resulting in me being charged by the creditor for late payments, they paid my rent by mistake just before i was due to go on holiday, meaning i had no holiday money. Their service is just appaling!


Why dont i change banks i hear you cry, well, i have a recent ccj ,due to redundancy which has made it impossible to get another account, so im stuck with their incompetence for now!


So the latest in a line of error, once again, i cancelled direct debits online, for some reason, Abbey did not cancel them, so again 5 charges of £35 were placed on my account for unpaid direct debits.

I received letters informing me of this and so immediately called Abbey, asked why they hadnt been cancelled and was told it definitely was not in their error and they would cancel them there and there, which they did.

I asked them to look into the situation, they stood by the fact that it wasnt their error. So i asked, given the amount of mistakes that had been made on my account for them to make sure the charges wernt placed on my account, to which the man told me to call back when the charges were due to leave my account and they would see what they could do.


So i called back and was told as a goodwill gesture, they would reverse ONE charge, i said i would still purse the matter through their complaints department as i genuinely cancelled the direct debits and there mst have been a glitch in their system. The man reversed the charge and said would i accept that, i responded that if he wanted to reverse the charge that was up to him, but that was not my acceptance of the charges!


I had my tax credits paid into that account and unfortunately didnt manage to stop the payments in time, so one payment of tax credits went into the account and went towards the charges. This is the money i live off and support my son with and i know that legally, banks arent allowed to take benefits towards charges. Is it the same for tax credits?


Ive been in the same situation before and the bank did return the money straight away, but when i called on Wednesday to ask that Abbey make the funds available, i was told that they couldnt do that until looking in whether the charges were in their error and would have to listen to the phone calls to see if i had accepted the £35 reversal as the end of the matter! I told them that under no uncertain terms had i said that i would accept that the charges were in my error OR the £35 reversal as the matter resolved and even if i had AND the charges were in my error was irrelevant as they couldnt legally take that money towards the charges. The woman was downright rude and refused to do anything other than ask a manager to call me within 48 hours! Its now 3 days later and i havent heard anything!


So im sorry for the really long message, but its really complicated, id just really like to know where i stand as i keep having to call their 0845 number which is costing me a fortune, yet im not getting anywhere!


Any help appreciated!

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