Sue Hartley
Card Relations
Abbey National, Abbey House
201 Grafton Gate East
Milton Keynes, MK9 1AN.

7 March 1999

Dear Sue Hartley,

Thank you for your letter of 3rd March.

While I appreciate that you are telling me the truth when you say that there are no systems in place for changing the payment date on my credit card, I am not satisfied with your answer. Indeed, I am generally dissatisfied with the level of service provided to me by Abbey National, since the take over of N&P.

In essence, you have told me that the reason that you cannot perform my simple request is due to banking precedents which are 10 years old and the reason that I am not given a bank giro credit, is due to Abbey National providing a lesser service than N&P.

As a computer programmer, I find it very concerning to think that your core computer systems are 10 years old - that is a long time in computing. As a customer, I find it incredible that the take over of N&P, by a larger organisation, should result in a downgrade in service.

Essentially, I am looking to be treated as a valued customer in this case and I feel that I am not. Unsecured credit is not difficult to come by these days and there are two things which one would look for in a credit card provider - the APR and the level of service. Abbey National's level of service is clearly not up to it and your APR is nowhere near the best. So, which are you going to improve? These are competitive times! How do you propose to keep your customers happy? Or are you relying on people, who cannot afford to move to another provider, for your income?

I want you to get down from your ivory tower and look at the needs of a real customer. Just because there are many Abbey National branches, does not make it easier for me to pay only at Abbey National, rather than my own bank - your excuse is pitiful. For a start, if you provided a bank giro credit, it could still be paid at Abbey National but could also be paid in (for free) at my own bank - this is a difference to me having to walk through Newcastle city centre for 20 minutes in a lunch time, rather than 5! Be honest, the real reason I do not get the giro credit slip that I require, is because it will cost a little more to you than the current form!

I may be wrong, but I would guess that it would be possible to set up a new credit card account for me without my filling in the forms, if someone within card services authorised the new account based on the information I supplied to N&P in the first place. You have my details and enough confidence in my custom to continue providing the card (a service you have had the right to withdraw all along) I do not see why I have to be inconvenienced by re-applying just to satisfy your clunky systems.

In my discussion with the branch representative, I mentioned my feeling of disappointment in the service provided with my credit card, since the take over of N&P. From the outset, when the photo-card was abandoned due to "customer-opinion" (which I think was a euphemism for "too much expense"), the quality of service I have received has been sub-standard. In the past, I have had no choice - I have owed too much money to be able to vote with my feet and move to another card provider. Now, I do not rely on your credit.

Therefore, I will be frank with you. I am looking for changes. I am looking to be shown that I am a valued customer. At the very least, I would like you to sort out my payment date - however you wish to do so - even if that means I have to pay a little extra interest one month, even if I have to change to using a different card and account number - I do not mind how you do it, so long as I do not have to do anything other than wait for you to action it. In addition, I would like to see that my points about the bank giro payment slip are taken into account - ideally, I would like to see bank giro credits on future statements, but at the very least I would like you to take my point seriously rather than give me some ludicrous sham of an excuse!

I look forward to receiving your reply. I hope this letter clarifies my position for you.

Yours sincerely,

Ashley Frieze.
Customer

6 April 1999

Dear Sue Hartley,

Thank you for your letter of 16th March.

Having read my previous letter to you again, I can understand that you must have exercised a great deal of restraint in replying so concisely to my tirade of comments. It appears that, no matter how genuinely that letter expressed the way I felt, it was not the way to go about discussing my concerns with you.

I would like to think that, as well as putting my points across in a cantankerous manner, I can also be calm and rational.

The central issue for me, when dealing with any service that I pay for, is to be treated as a valued customer. This cuts both ways; when I deal with people in my job, I expect them to feel that they are treated as valued customers.

When an organisation, such as Abbey National, effects policies and shows attitudes that do not seem to cater for the little guy (in this case me), I find it hard to accept it without a fight - hence my reaction. By the sound of your letter, you appear to be giving up on me; essentially your last paragraph says "if you don't like it, then tough luck". I do not know if that is your knee-jerk reaction to the tone of my letter or if that is the way that Abbey National treats its customers in general! Indeed, when I read your letter, I was almost inclined to send a copy to your immediate superior and ask this question.

However, I wonder if my relationship with Abbey National need really come to this. For the time being, at least, I intend to reduce my outstanding credit with you to zero. This will mean that the issues surrounding payment dates and bank giros shall be irrelevant. I really do not need the credit facility from Abbey National at the moment and could, conceivably, cease being involved with your organisation.

In my job, people often ask for facilities of our product that are not available yet. We explain why such facilities are not around (as you have done in this case) but seldom leave it at that. All I really want to hear from you, or another relevant member of the card services team, is that my comments will be taken into account and that they count. Remember, I've paid a fortune in interest for your credit services and I think I deserve some acknowledgement that my points are valid.

Please try and put yourself in my shoes here. I'm not asking for anything outrageous; indeed I have made two requests for simple services that other card-providers offer without question. How near to the people who could actually change policy have my comments come? I have found some of your excuses to be very weak (as I pointed out in my previous letter) and would ask that, even if the real reasons are not very good, I am, at least, dealt with frankly in the future.

I may be outspoken, but I am not completely unreasonable. Perhaps we can discuss my concerns more amiably from this point?

Yours sincerely,

Ashley Frieze.