I have today been banned by A&L from using their 0113 number rather than their 0845 (at least 10 minutes waiting to do your telephone banking) number.

I told them I couldn't phone non-geographical numbers from my phone and said I would have to close my accounts if I couldn't use the 0113 No. The lady said tough but from now any request about my accounts would be terminated if I use that number.

Anybody else with similar experiences?

Of course, if you’re abroad when you call (as many of us are when we need to call) the only option is the geographical number A&L publish for the purpose - +44 113 220 1505 (0113 220 1505).  

I'm just about to try it.

ye gods  >:(

A complaint (or polite enquiry?) to Ofcom must be a good start. The more so with the just ended consultation.

But thank you for the warning. I will mention this when replying to their regular mailshots...

I can't believe it. This seems quite outrageous.Have you told the guy who did the You and Yours feature onBBC4?

Sorry me again but how did they know?

Are you sure you are calling the equivalent number, not a geographical number that goes to a different department? If you keep calling on the wrong number and they have to put you through, they are bound to get annoyed.

0113 220 1505 is given as "internet banking helpdesk" on this site. Is that what you wanted?

The number I have been using is the one given on this site as general queries. I have used it for 8 or 9 months without any problem and have never had to be transferred to a different department.

The number somebody suggested to the internet banking team is not the one I need. I do all my banking on the internet but regularly need to call the telephone banking team to authorise post office withdrawals above the daily limit. It is from this service I have been banned.

I will try again, this time withholding my telephone number, and say that I'm phoning from Dublin, Paris or somewhere and that I am returning later in the day to make the withdrawal.

Same thing happened to me - they refused to talk to me on the geographical number.  

Did they actually say "stop using the 0113 number", or did they say "stop using this number".

According to this thread (http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?board=test;action=display;num=1087746090) the 0113 number you are using is a customer services number (given for international use) that bypasses the usual push-button menu system and gets you straight into a queue to talk to a human. It's not surprising they are detecting this.

I'm sure this number is not the exact geographical number of the one you'd normally have to call as a customer. Of course, if Alliance & Leicester gave you a geographical number for the particular service you want to use, I'm sure you'd be happy to use it.

May I suggest changing banks if they won't be more obliging?

I too used to use the 01132541566 number when I needed to talk to the bank, however the staff started refusing to talk to me on that number, suggesting that I should use the local rate number. Fortunately I do not have to call them that often, so it is not such a major problem for me.

The more people that do call, the more chance that they might provide a geographic number.

I have today been banned by A&L from using their 0113 number rather than their 0845 (at least 10 minutes waiting to do your telephone banking) number.

If they said that to me, I'd happily walk. Don't forget, your business pays their wages. I'm with Nationwide, that still use geographic numbers, and provide full banking services including credit  and debit cards. Give them a try.

Peter

I wonder if that's why A & L offer a good interest rate on bank accounts - we, the customer are paying for it indirectly!!

wrote on Jan 24^th, 2005 at 1:35am:

I wonder if that's why A & L offer a good interest rate on bank accounts - we, the customer are paying for it indirectly!!

More to the point, the dividend they are paying their shareholders. Another plus point when it comes to Nationwide - the customers are the shareholders.

Well, not quite banned, but almost.

I got through on the geogr line to A&L, but the procedure was a serious blow to good customer relations. I wonder how long A&L can keep it up.  In the space of 10 minutes, they lost my good-will for ever.  They shot both their feet off.
• I wanted to increase my mortgage by a large amount.  i.e. I wanted to pay them more money.
• I Called the geog number 0116 201 1000 and asked for mortgage services.
• "Sorry, we can't put you through from here, I'll give you their number, it's 0870 ...."
• Sorry, I interrupt,  I can't get through on that number because I have agreed with my business partner on this number that our service provider blocks all premium rate numbers like 0870, 0845 and the 090s.
• Then I can't connect you.
• It is unacceptable that I cannot phone my mortgage provider when I need to.  What heppens if I am abroad and something crops up?  The phone bill last year to listen to your music while I was on hold was £37.50, that is why we blocked those numbers.  It is all unacceptable.  I am a customer.
• Well there is no connection from this number, I can't physically put you through.
• When did that change then?  I got through just before Christmas.  I think you are beiong economical with the situation there, in fact I don't say it is a lie but it must be as close to a lie as it gets.
• Long silence.
• Will you please wait.   (an order not  a question)
• After 10 mins I get "customer service".  There is no "Hallo my name is Sharon, how can I help you?"
• The business is concluded but everything took place in a climate of ice.

I have been battling against this for 2 to 3 years.  It was even on North West Local TV News where they called Alliance and Leicester and played the banal "Your call is important to us blah blah."   We know why the call is important to them, it makes them money.

I think Alliance and Leicester are one of the worst offenders.    I need to change mortgager next year and they are bottom of the list.

What we do to put pressure on them?
Ofcom can't be the only lot to complain to.  What about banking regulators?

Anyway,  bottom line is congratulations on this web site.  All power to you.

This was the response from the NatWest when I complained about its use of rip-off numbers. I pointed out that its on-line banking facility gives an 0870 number for the reporting of suspected fraud. I also pointed out that for people such as myself who are resident overseas, if we had cause to believe fraud had taken place, then we cannot usually dial such numbers to report the fraud. The response shows how interested NatWest is in providing a service. Needless to say, on my next visit to the UK, my accounts with these cretins will be terminated.

>>>

Thank you for your feedback received via our web site. NatWest has a policy
of continuous improvement and places great importance on customer feedback.

The comments that you have made have been taken forward to form part of our
discussions for future enhancements. I would like to assure you that we are
committed to providing a first class banking service.

Thank you for taking the time to provide valuable feedback as we are
continually looking for ways to improve our services.

Yours sincerely

Harrogate E-Messaging Team

0870 numbers are my pet hate (apart from Tony Blair of course), but isn't their exsistence and the policy that goes with them a contrvention of the competition rules in this country? They are sold by BT only aren't they? And they cannot be by-passed with any other telecom provider. Therefore the end user has no choice but to pay whatever price is set by individual vendors. No competition, no choice !! Particularly if they refuse to take your call from the geographical number. Surely there must be something we can do about it.
I wrote to the competition commission who wrote back and said it's not their 'bag' basically, so who? what?

wrote on Jan 24^th, 2005 at 12:02pm:

• I Called the geog number 0116 201 1000 and asked for mortgage services. • "Sorry, we can't put you through from here, I'll give you their number, it's 0870 ...." • Then I can't connect you. • Well there is no connection from this number, I can't physically put you through. • After 10 mins I get "customer service".  There is no "Hallo my name is Sharon, how can I help you?"

So, you asked to be put through and were told, "Sorry, we can't put you through from here ..."
Then, when you persisted, you were told, "... I can't connect you."
Further persistence got you, "Well there is no connection from this number, I can't physically put you through."
Then , when you persist yet again, you were connected.
That does'n't sound like they were being 'economical' to me.  That sounds like they were LYING.

Bill
Yes, but
I wrote down here what was actually said.
Although I was convinced they were lying, and by being put through when they said it couldnt be done, after they clearly discussed whether they should put this persistent person through, they were proved to be lying; as you also deduce. But I did not think it would help to say bluntly "you're lying".  I needed the switchboard operator on my side since she does not make the rules, she gets paid little to do as she is told by people who get paid a lot.   By getting her to actually do something, I got her to demonstrate that she had been instructed to lie.  That is why today is yet another bad day for the Alliance and Leicester.
Do they get to read this?  Would it help if they did?

wrote on Jan 24^th, 2005 at 4:22pm:

That is why today is yet another bad day for the Alliance and Leicester. Do they get to read this?  Would it help if they did?

You mean that people that can make such business-foolish decisions can read?

Yesterday I called Alliance and Leicester on their freephone number for opening accounts as they had not transferred £50,000 to my new account (FOR MY SAILING CLUB!). I was told that I would have to use an 0870 number. I asked for a supervisor who eventually arranged for a manager to call me back in the accounts operating section. He was very apologetic, did not set policy etc. but said; I could fax on a 0151 number and they would call me back.

The revenge will be sweet when I use this system, I have a free of cost to me 0871 number for them to use! 0871 number obtained from advert on Martin's site. ;D

i have emailed A&L's pr people and invited them to comment.

i will post the reply in due course.

I have an Alliance and Leicester Girobank account. the service on this account has  steadily got worse over the years. Recently they changed the 0845 number for a 0870 one. They are the worst of the banks fro keeping me waiting on the phone. On visiting this site I found an alternative 0845 number. It worked and asked the operator why the two numbers to the same place. Apparently the 0845 is for an upgraded account and i should use the 0870 number. I was told the operator could refuse to deal with me if they noticed. If they do I will close the account. I already use other banks because of their shoddy service.

Cheers

Peter

wrote on Jan 24^th, 2005 at 1:03pm:

Thank you for your feedback received via our web site. ....... has a policy of continuous improvement and places great importance on customer feedback. The comments that you have made have been taken forward to form part of our discussions for future enhancements. I would like to assure you that we are committed to providing a first class ... service. Thank you for taking the time to provide valuable feedback as we are continually looking for ways to improve our services. Yours sincerely ...  E-Messaging Team

who was it really from? You're fooling yourself - there's nobody there

Hi I have banked with Alliance & Leicester for years now and the information on this site is amazing I wish I had know before. I tried the 0800 0688638 number (current accounts) yesterday and it is the same option push button number type as the 0845 one customer adviser is option 9 after you put your account number / password etc.  You still have to hold for ages, but it is a free number, so who cares! After all we are the people who keep them in business, why should they fleece us?I am horrified by what I have read about people being banned. Keep trying as a customer you deserve a better service.

A report on Rip-off Britain here.

How do you obtain a free 0871 number and how do you receive revenue from it?

More importantly, how much do you "earn"? ???

I have just called Alliance and Leicester and their geographic number, which is listed on their letterheads, as the one to call from abroad, in place of the 0845 number.

I got put straight through to a customer advisor.  All I actually wanted to do, was use their automated telephone system to change my pin (as I'm a new customer)

I was told that I had just called the number that was designated for overseas callers, and that I was to call the 0845 number.  I explained that it was a premium rate number, and that calling the Leeds number was free of charge from my phone.

The advisor then went on to say that it's company policy to issue 0845 and 0870 numbers, and that if my phone doesn't allow these calls, to call from another phone.

He also referred to 0870 as "national rate" and said that the only people who would pay less to call Leeds, are people in Leeds!!

I then also pointed out that as a new customer, it's not customer friendly to expect people to phone premium rate numbers, and I also gave the customer service advisor this website address, and asked him to see for himself that 0870 and 0845 calls are not acceptable, and also pointed out that there's a thread on Alliance and Leicester, refusing to give out a geographical number.

He then said that if I'm an active member against 0870, then I should have known this when signing up as a new customer, so I commented that as a customer I'm welcome to take my business elsewhere, and he agreed!!

Not exactly the best start of banking relationsips!!

If the customer service advisorm who I spoke to has now visited the site, I am hoping that the articles in this forum enlightened you to the problem of non geographic numbers, and hoping that an alternative to 08459 26 26 26 will be offered to service my account by phone.

I know other members on this site will say "Why don't you use online banking instead"  That is exactly what I will do, however I only wanted to change my telephone pin number, just incase I ever need to call customer services.

Alliance Leicester are c*** - they lost a £300 cash deposit which I made into a cash machine.

They claimed I didn't make the deposit and said the machine was empty.  They wouldn't listen to me till I threatened to inform the press and the police.  Suddenly, out of nowhere, the envelope was "found". Claimed it was in the machine after all and there were a few "crossed wires".

Yeah, sure... >:( Now I use Nationwide - their machines actually count the cash and credit immediately.  They also offer free weekly ministatement text alerts! Amazing!

I found the following info on the complaints section of their website:-

Alliance & Leicester plc,
Group Customer Relations, Customer Service Centre
Narborough, Leicester LE19 0AL
Tel 0116 200 4444
Fax: 0116 200 4150
Textphone: 0870 010 0161

You will note that there is a Geo 0116 number one can use. :D

I have now carried out the pin change using the freephone number, as suggested by a previous poster.  All that happens is you press a number for current account services, as that is the credit card number.

Overall, I made a free phone call their geographic number, kept a customer service agent tied up for 5 minutes, to complain about the 0845 number, to which he said there's no alternative!!

Then I used the freephone number (at their cost) when using a geographic number would suffice.

Also, found out another little surprize.  Their envelopes which you can use to deposit cheques by post are not freepost.  I do occasionally have the odd cheque.

Those envelopes are also used to deposit money at the post office, but I'm not sure whether you need a stamp there.

Another irony is that Alliance and Leicester being one of the worse offenders in making people call non geographic numbers, is one of the only banks with a non geographic postcode!!  GIR 0AA, however unlike non geographic phone numbers, Royal Mail don't make you pay any extra for a stamp to send letters there!!

Hi,
You can pay money in at the Post Office for free. Cheques are paid in using the free envelopes (no stamp required) and cash is paid over the counter (no fee).
Same goes for Barclays as well.
John

wrote on Apr 28^th, 2005 at 5:10pm:

Also, found out another little surprize.  Their envelopes which you can use to deposit cheques by post are not freepost.  I do occasionally have the odd cheque. Those envelopes are also used to deposit money at the post office, but I'm not sure whether you need a stamp there.

No you don't (and, in my experience, cheques deposited in that way get into my account the next day).

OTOH, why should a bank supply pre-paid envelopes for you to pay cheques into your account?

Hi, The cheques/envelopes are collected every afternoon (around 5.30) and delivered to a central point (I think it's Derby for my region) and then sent to the various Banks and Building Societies which belong to the Post Office Scheme. I think there are four banks/societies that belong to it. You can also cash cheques and use your debit card at the Post Office for (if you belong to one of the four banks) for free.

wrote on Apr 28^th, 2005 at 5:21pm:

OTOH, why should a bank supply pre-paid envelopes for you to pay cheques into your account?

It's an incentive (or should be) to get the cheque cashed with them.  I don't want to pay 20p for a cheque to be paid into the account which they will benefit from! ::)

In my case, Nationwide is a leader in this aspect of banking - I have been provided with first class pre-paid envelopes and stationery to pay-in cheques and withdraw via post (Investdirect Account, 4.10% interest Gross). Go Nationwide! ;D

I've just been given a warning by A & L for using a geographic phone number. I dialled the quoted number for Internet Banking Enquiries when calling from abroad - 0113-220-1505 - and, when she answered (after at least 5 minutes), the representative said "Are you phoning from home?". When I said "yes" she told me they would refuse to answer my next call to this number because it was for customers from abroad only. I demanded to speak to her supervisor, who rang me back shortly afterwards. He told me that "we only have a limited number of lines to that number and by using it you are preventing customers from abroad from getting through"!

I asked for the name of someone to complain to and was given the following address:

Group MD's Office
Alliance & Leicester
Carlton Park
Leicester
LE19 5UF

I suggest everyone writes and complains at this profiteering at the expense of their customers.

Or, act with your feet and switch to a competent building society.  You don't deserve to be treated as a second class citizen by someone who is looking after your money.

Then see them moan about loss in profits and watch the staff whine when jobs go abroad.  Hmmph. >:(

Just had my debit card, and for the very first time, in all the banks that have issued debit or credit cards, the ACTIVATION ONLY number is not a freephone number, it was an 0845 number!!

Whilst the call was answered fairly promptly, the customer service agent then tried to sell some optional insurance, to which I declined on the grounds that it was on my paid for phone call.

As for cashing any cheques, I will save the postage, and help keep my local post office in business by depositing cash and cheques down there.  Surely the commission they pay the post office to act as a bank, must be more than the cost of receiving freepost mail.

I notice that they offer 0845 for premier account holders and 0870 for current account holders, make of that what you will. What I dislike is how they print their contact number on their statements as 08459 26 26 26 (local call rate) hopefully at least they won't be able to use that wording come August, I'll be waiting to see what happens.

However when a big organisation disregard OFCOMS best pratice...

"Organisations should consider making a geographic number available alongside their 0870 / 0845 number to give consumers a choice"

Then you have to look at that organisation as slightly less than reputable, so clean up your act A&L and don't treat your customers as mugs.

Here's a long shot.

I think one might have a case to complain to the Banking Ombudsman since A&L's policy has caused one to lose money.

This would apply to ALL banks who have changed over to NGNs

What do others think?

wrote on Apr 29^th, 2005 at 3:56pm:

Just had my debit card, and for the very first time, in all the banks that have issued debit or credit cards, the ACTIVATION ONLY number is not a freephone number, it was an 0845 number!! Whilst the call was answered fairly promptly, the customer service agent then tried to sell some optional insurance, to which I declined on the grounds that it was on my paid for phone call. As for cashing any cheques, I will save the postage, and help keep my local post office in business by depositing cash and cheques down there.  Surely the commission they pay the post office to act as a bank, must be more than the cost of receiving freepost mail.

I've got to activate my new chip and pin card - did you find or use any geo number?  I've just got a mouthful of abuse from some asshole in the Liverpool call centre when I asked to be transferred or for him to activate it.   Who do they think they are?  If I'd said the same to him, I bet my account would have been closed! >:( >:(

As I found out when I opened an account with them briefly, you cannot actually pay in money via the post office (unless they have changed things since I had an account). Nor can you pay in via a normal bank giro to their accounts. They misrepresent this in their advertising. It is clear that the idea is to use as many tricks as possible, like using NGNs to grab revenue, which is how they have a higher interest rate than most of their competitors - but for how long I wonder?

What you actually have to do to "pay in via the post office" is to complete the same forms and put them in the same envelope as if you were going to post it, and then take it down to the post office and give it to them in the envelope instead of posting it! I don't consider that to be having the facility to pay in at the post office! I closed my account within 1 month when I discovered all of the tricks, but was able to keep the £50 they gave me to open it at that time on internet!

[glb]I've got to activate my new chip and pin card - did you find or use any geo number?  I've just got a mouthful of abuse from somenot a very nice person in the Liverpool call centre when I asked to be transferred or for him to activate it.   Who do they think they are?  If I'd said the same to him, I bet my account would have been closed![/glb]

No, I didn't find out the activation geographic number.  That 0845 number transferrs to just one department, and I don't think you can call normal customer services, and get transferred.

At least that was just the once I had to do that.  If you want to call normal customer services then just call their freephone number on 08000 688 638, which is credit cards.  They have an press button option to transfer to current accounts, which then gives you the same menu option as the 0845 number.  After that just complete the call normally.  No need to call the "call from abroad" geo number, where they know full well you've called it, which started this thread in the first place.

What a stupid and inept organization to determine whether or not you are based in the UK solely based upon CLIP. I live in the United States. I occasionally use VOIP to telephone the UK. The CLIP is often a UK number, depending upon which method used. A+L would therefore receive a UK CLIP but I would not be calling from the UK. I really wish I had an account with A+L so I could see whether they would make me call the extortion number.

By the way, for the attention of Moderator/Daniel, re the entry in the database for Alliance & Leicester for 0845 608 8860 as the 0800 4096700 number - it isn't the same number so you may want to edit that or remove it.  The 0800 4096700 goes through to a menu which offers option 2 for existing customers, then tells them that they should phone the "national rate" number. >:(

Looks like I'll have to activate it on the 0845, but very grudgingly.  I only use their current account because I like to deposit cash and cheques via my local post office and hence keep it in business.  Nationwide is much better otherwise.

Just activated the card on the 0845 number, but I'm puzzled as to why they only asked for the 16-digit number across the card, my name and address!  Anyone who'd nicked the envelope would have known that!

Also I was kept on for 5 mins while I was lectured about protecting my identity ???. Btw, the company who operates this is Card Protection Plan (CPP), not A&L.  I asked about a geo alternative and was told that although it costs more, this 0845 provides a "secure line" so nobody can tap in to the call. ???

Also, with regard to 01132 541 566 as the alternative to the Current Account 0870 number, they don't use CLI for determination. I guess calls through that number must go to a different department, because the moment my call was answered the other day (when I was trying to be cheeky and bypass the 0845 activation line ;D) she said I was calling an international number, and I said "um, I'm in Dublin".  Of course, this dug me into a big hole about how I'd received my card and why I wanted to activate it while on holiday! :-[  The bottom line is that they don't seem to know whether you are calling from abroad - if you withold your number then they can't find out as it's a normal geo number.  With an 08x number it is possible to find out the CLI.  Although if you use the credit card enquiry number as Shiggaldi detailed above then you don't need to put up a fight with them ;)

Just tried calling alliance and leicesters call from abroad number for current account cs,automated voice told me to ring ths 0845 number,so i tried the switchboard only to be told by a rather uninformed lady that she cannot put me through i must call 0845 number,i explained that im on a 24 hour inclusive call package which does not include these numbers,her reply was well you knew these numbers were used when taking the account on,thats maybe why they offer you a attractive intrest rate,i said why not advertise that you will pay better intrest on condition you will have to call rip off numbers to contact us,no reply,she then said its a local call rate,i said it is not,she replied well to some it is,i said a very few only.what a poor company!

Obviously A&L seem to know what number people have dialed.  Has anyone tried calling them on the 01 numbers and with-holding their own number by dialing 141 first.  You never know, maybe this might confuse them.  I know it does Lloyds!!!!

wrote on Oct 21^st, 2005 at 10:49am:

Just tried calling alliance and leicesters call from abroad number for current account cs,automated voice told me to ring ths 0845 number,so i tried the switchboard only to be told by a rather uninformed lady that she cannot put me through i must call 0845 number,i explained that im on a 24 hour inclusive call package which does not include these numbers,her reply was well you knew these numbers were used when taking the account on,thats maybe why they offer you a attractive intrest rate,i said why not advertise that you will pay better intrest on condition you will have to call rip off numbers to contact us,no reply,she then said its a local call rate,i said it is not,she replied well to some it is,i said a very few only.what a poor company!

I have an inclusive package and just call my local branch who are very accommodating since I explained the situation to their Manager.  Funny enough they are able to answer all my queries and sort things out without putting me on hold or harrassing me for not phoning a revenue-raising number.  

Yes it works,i dialled 141 then the 0113 number as if i was calling from abroad,then the call was answered by automated service,before being put on hold for 10 minutes waiting for advisor,but at least this call was included in my home telephone talk plan

wrote on Oct 21^st, 2005 at 11:14pm:

Yes it works,i dialled 141 then the 0113 number as if i was calling from abroad,then the call was answered by automated service,before being put on hold for 10 minutes waiting for advisor,but at least this call was included in my home telephone talk plan

That is most odd - I have asked BT to set all my outgoing calls as Witheld due to privacy issues, but I always seem to go thru to someone who then abuses me for calling that number.   ???

Are you sure it is the same 0113 number that you dialled.  

I think the "type" of withheld service may be the reason. eg. if you withhold with 141 then the BT message usually says, "sorry the caller has withheld their number".  However, if you receive a call from various office exchanges or from aboard then the BT message says," Sorry we do not have the caller number to reply".  Maybe an automatic block from BT works very slightly different from the manual 141 service.  Any way, if the call has been blocked via 141 no way can the operator tell how you called and you can say you have called through the 0870 number and therefore YOUR system must not be working correctly!

To avoid any complications with abuse from staff etc, I always call their freephone number on 08000 688 638.

It's set up for their credit card service, but they give you the option for current accounts, I think by pressing 2.

After that, the same options as the 0845 call are given, and I continue the call exactly the same as I would with 0845, and the operator doesn't suspect where the call originated from, because it's the same calling system as 0845.

wrote on Oct 23^rd, 2005 at 1:19pm:

To avoid any complications with abuse from staff etc, I always call their freephone number on 08000 688 638. It's set up for their credit card service, but they give you the option for current accounts, I think by pressing 2. After that, the same options as the 0845 call are given, and I continue the call exactly the same as I would with 0845, and the operator doesn't suspect where the call originated from, because it's the same calling system as 0845.

08000 688 638 Option 2 is, indeed, A&L Current Accounts.

However, isn't it just their automated telephone banking service (i.e. you can't actually speak to a human)?

[glb]However, isn't it just their automated telephone banking service (i.e. you can't actually speak to a human)? [/glb]

I've always managed to speak to a human, although like most automated systems I have to choose a few options to find one that says "to speak to a human press ......" or sometimes if I don't press anything, the call then gets routed to a human.

It certainly seems to be A&L who are making a stand on this. I have an inclusive package and so use this great site all the time to avoid unecessary charges. A&L are the only ones who have actually refused to deal with me because of the number I called (when I forgot to 141). When I remembered to 141 I was asked where I lived and forgot to tell porkies & say I was in France or something. It would be interesting to find out what the bosses are instructing their staff on this one as they are really rather rude about it. >:(

Such typical British corporate idiocy.  I'd regard it as a personal insult to have my question totally ignored like that.

John

Did I just get lucky?

I needed to call A&L but put it off until the weekend so that, if I used the 0113 220 1505 number, the call would be free on my telephone package (free E&W 01/02 calls with Primus Saver Option 2).

So, I dialled the number and joined the inevitable queue (thank you whoever invented the LST facility on DECT cordless handsets).

After about 5 mnutes, lady answered.  No Spanish inquisition!  I was a little disappointed really because I'd already switched Sky to Euronews and changed the audio to Spanish language - she just asked how she could help me and we got on with business.

15 minutes later, matter resolved, call charge nil, annoyance threshhold still at zero!

Alliance & Leicester are absolute rubbish.  I have an account with them and every time I ring them I use their landline number putting 141 before I dial.  I have to tell them every time that I am in Ireland or they refuse to deal with me.  They ask me tons of personal questions about my account and I know that I pop up as an awkward customer.  All this because I refuse to pay their phone bill!  I would be interested to raise a petition to send to their MD to tell him/her what an absolute load of rubbish they are.

amwhits wrote on Sep 14^th, 2006 at 9:04am:

Alliance & Leicester are absolute rubbish.  I have an account with them and every time I ring them I use their landline number putting 141 before I dial.  I have to tell them every time that I am in Ireland or they refuse to deal with me.

Hi Amwhits,

I moved your post to this thread as the A&L problem is a well-known one and goes to show how low A&L will go to avoid people ringing them on a geographical.

HI

I noted the message re Natwest - I have raised the issue with Fred Goodwin the  Chairman of Natwest. I have invoiced Natwest for misleading me that the cost was of that  of a local call and failure to state before hand the cost of that call in accordance with s1 MisRep Act and Eu Legislation. I have charged £14.00 a letter.

The  point being do the same to A & L and write to the Chairman with a letter befor court action. Ask him to explain why he has not complied with what EU legisalations requires and if he was aware that his customers were being charged 6 or 10p /min when that call could have been made for 0p-3p.  And that a call to China or India coast only 0.02p /min via calling card.
Ask him what he is going to do about it.

Bobby ;)

Greetings all, just thought I should let you know of my experiences trying to activate my Alliance and Leicester visa debit card on 0845 925 8456 , the activation number they supply.

I first got a skype error #9306 or something so I tried the alternative number in the database 0800 0688661 and finally 0800 0688638 (they're much the same). I got through to credit cards, who put me through to current accounts who, because I have no phone pin put me through to security who put me back to current accounts who (YAY) put me through to card activation. My pitch to Claire in current accounts was that I had no money to call 0845 from a pay phone and had no credit on my mobile and so couldn't activate my card until I got some money out but couldn't get any money out until I activated my card. Sorry for the long sentence.

I was told, you _shouldn't_ have called an 0800 number and in future you won't be able to get through, but just this once I would be put through.

So I got through to card activation in a pay phone on an 0800 number. It was such a privelege to talk to Matthew in Yorkshire. He took my details, as one does, and then tried to sell me card protection services while we waited for activation which would "take a few minutes". Was I interested at all? No, Matthew, thanks. Would you like me to explain them to you? Not really, unless you insist. OK, I'll explain then, and on and on and on. Finally, Look Matthew, I'm just not interested in this. Can I ask you why you're not interested...

It was at this point I explained to Matthew that customers were calling on 0845 numbers which were costing minimum 7p per minute, maybe 30p on a mobile and revenue was being shared with Alliance and Leicester. I mean he had gone on and on about the risks of chip and pin and did I travel abroad. Matthew was ebullient and unstoppable. He appeared genuinely surprised that 0845 numbers were not free.  I politely gave him the whole schpiel. He became almost apologetic and promptly told me my card had been activated and wished me a good day. I did the same for him. It was genuinely a pleasure talking to Matthew from Yorkshire.

Hope that helps somebody out there in the nightmare that corporate power has created for us in its seemingly unstoppable pathological craving for profit maximization.

Be well.

longusername

Longusername, Sometime ago I had great pleasure in reading one of your postings. And yet again. I wish I could write like you. You get the point over and make me smile at the same time whereas the content should actually be making me bang my head against the wall.

Thanks Keith. I appreciate your appreciating me. :)

Oh how I wish I'd read this thread BEFORE opening an account! I have been given the runaround this afternoon by A & L and finally caved in and rang the 0845 9262626 and then spent over half an hour getting more and more frustrated!

First the 01519284033 operative told me that the number was for lost and stolen cards only. When asked for a geo number she said there wasn't one. When pressed further she actually said " this conversation is fruitless, you are preventing genuine callers from getting through on this number, I am terminating the call"  and promptly did ! >:( >:(

Other numbers given were out of use, I got through on the 0800 cc number but didn't manage to get to the department I needed.

Without exception everyone I spoke to was unbelievably rude and ignored anything I said carrying on their diatribe as trained.

I left Lloyds because I was so fed up with the way I was treated as a customer of long standing but I would have thought I would be treated a little better when actually going through the transfer process.

I will continue the battle another day. Oh and when I asked one operative for the managing directors name she said she'd forgotten it and cut me off!  >:( :o :'(

Go to ...http://www.alliance-leicester-group.co.uk/html/general/board.asp

You will find what you are looking for.

Thanks sherbet, I have been there already but I notice the MD of retail banking is not listed but commercial is???

Maybe the Chairman will get a letter instead!

Hi All

Anyone else experience this ? it is an absoulte BALLACHAE ! phone pin ? what phone pin ????? i just wnat to ask some simple questions about my account , better still i`d rather not pay 0870 charges but on this occasion i thought sod it i really need to speak to them and i STILL cant get through !

i cannot for the life of me get hold of a human , its enough to make me change banks , which is ridicolous

Has anyone got any tips or advice

http://gethuman.com/uk/ suggests you don't press anything at all after calling (it lists an 0800 too) and you should be pt through.

irrelevant wrote on Jan 29^th, 2008 at 11:18am:

http://gethuman.com/uk/ suggests you don't press anything at all after calling (it lists an 0800 too) and you should be pt through.

It now seems to be www.gethuman.com and there is then a UK lookup on that page.Unfortunately as a US site they do not yet seem to be aware of the need to quote alternatives to 0845 and 0870 numbers. :o :'(Useful site though.  Now in my Favourites

http://www.mortgagesolutions-online.com/public/showPage.html?page=789653

A&L unveils single broker phone number

<<
Alliance & Leicester has launched a single contact phone number for intermediary enquiries in a bid to improve the efficiency of its service to the intermediary market.

The introduction of the number is part of the bank's 'Programme of Transformation' which is looking at ways to improve and enhance communications with intermediaries.

As part of the programme an e-welcome pack was launched at the end of last year for new broker contacts to provide them with a comprehensive introduction to the bank.

Brokers can use the new number, which is 0844 8009999, from Thursday 17 April. The previous contact telephone numbers they have for Alliance & Leicester will still be in use for approximately four weeks while the changeover takes place.

Jill Butterwood, intermediary transformation manager at A&L, said it was a much more straightforward system for intermediaries. She added: “From this one single number, there will be clear and concise options for intermediaries to choose to enable them to get to the right person and department as quickly and efficiently as possible.”

Butterwood said intermediaries were a key part of its mortgage business and as such its service and commitment to them is a priority.
>>

Clearly they are unfamiliar with the old maxim that "you can fool some of the people some of the time but you can't fool all of the people all of the time".

idb wrote on Apr 18^th, 2008 at 1:17am:

The introduction of the number is part of the bank's 'Programme of Transformation' which is looking at ways to improve and enhance communications with intermediaries.

They'll be telling us next they're going to get the think wok out and stir fry a few ideas!

Never believe the "you must dial 08xx" garbage from A&L.  Be nice and friendly and it's amazing what you can achieve.

I just got through to the department which deals with online banking passwords after dialling 0800 0688638 (credit card services)!

The first person answering asked me what company I was calling (clearly he dealt with many).  When I said A&L, he asked me my query and I explained.  He asked whether it was a credit or debit card PIN I needed and, when I explained it was an online banking PIN, he said he would transfer me.

The next person to answer said he didn't deal with that and would have to transfer me and, when I put on my best "please don't put me in another half hour queue" voice, he promised it'd be 5 minutes maximum.

He came back on the line within a minute saying he couldn't get through so he'd deal with the matter.  And he did. Yes, I had to suffer the "Have you been into a branch for an account review recently?" questions at the end but he'd done what I wanted and I'd paid nothing so I was happy to joke my way through that too.

I wanted to close my A&L direct ISA which I opened online and have always managed that way to avoid paying for any phone calls. I sent a secure online message with this request, and also said that I did not wish to call them unless they provided a standard phone number. I also provided my numbers so that they could call me if necessary. But they told me I could only close the account by calling 0844 800 1144. They won't call me as they "don't ask for security details in outgoing calls". So it's OK for anyone to phone up pretending to be me, but they won't call me on the number I've provided using their secure, online messaging system. There was no mention of how much it costs to call that 0844 number, but I checked and it's a 5p/min number (no surprises there).

So I tried one of the freephone numbers in the database, 0800 056 6066. It asks for a 12-digit customer ID, even though A&L have been using new 8-digit IDs for a while. Fortunately I know my old ID, so I was able to proceed. I didn't try the "security team" option to see where that would take me. Today I was able to get through and speak to someone who closed the account for me with no problems. Note however that this number only operates Mon-Sat until 8pm, unlike the 0844 number, which is supposed to be 24 hours. I did have to wait quite a few minutes to get through, but at least it was at A&L's expense.

I'll try to avoid using A&L ever again. I don't like their use of rip-off numbers, and I also don't like the way their accounts such as the ISA are launched as a new "issue" each year with a good rate of interest, but then existing customers' accounts are lowered to a poor rate of interest.

I just thought I'd let people know that it is still possible to fool A&L and avoid the expensive numbers, for certain types of query at least.

Another approach to closing your account without paying for an 0844 phone call would probably have been to email the Chief Executive with cc to their Head of Customer Relations.  However its good to hear that you managed to get through on a regular phone number in this case.

A & L have always given dreadful service and I fell out with them some years ago. Abbey are just as bad if not worse and as the owners of Abbey are about to buy A & L, I fear things will only get worse. :(

:) Hi
Sometimes the staff at A&L an be a little 'snotty'  but that can happen almost everywhere in 'customer service departments' in my personal view! They ALL seem to have a bee in their bonnet about something or other, and the ones I get to speak to behave and treat me like I was that bee and had recvently put them off work with a 'really bad sting' haha!  ;D
I tried ringing the A&L numbers on the OP; neither are working any more! I also rang Nationwide, who now also do have 08 numbers, but you are able to ring your local branches on the numbers in your phone book, but you get through to some very nice call centre staff based in Sheffield... tho still only being charged a local call (or free to some of us with some phone providers!)
Im now going to close my A&L and go with Nationwide. I already have a Portman account, they have just been taken over by Nationwide... so other than the unlucky sods with Abbey and A&L now, I think I will sleep soundly at night knowing Im not in the 'ripped-off-and-badly-done-to brigade'!!

And the best thing of all is that they are as far as my callcentre man knows, going to stick with letting people phone on 'proper numbers'
His wording was 'we're not there to make money out of the people we serve....' which I think there are many out there who could learn by that very statement

Well, I am sorry to have to tell you that since Nationwide took over Portman their customer service in their branches has made Abbey & A & L look like well run organisations. The tellers would rather do anything than serve customers and in my local branch they are on full view doing their paperwork and completetly ignore the customers who are queuing around the shop. I now operate all my accounts on line and find Coventry Building Society, Ing and Icesave very easy to run with very few problems. With the exception of Ing the interest rates are far superior than any thing you will find in the high street. Another good one is a telephone account with Anglo Irish who use 0845 numbers and if you phone them after six at night the calls are not that expensive. (From BT land lines)

Hope that helps.

anyone got any up 2 date A&L numbers?

Naughty, naughty!

http://news.sky.com/skynews/Home/Business/Alliance-And-Leicester-Telephone-Sales-Fine-From-The-Financial-Services-Authority/Article/200810115115026?lpos=Business_Carousel_Region_2&lid=ARTICLE_15115026_Alliance_And_Leicester_Telephone_Sales_Fine_From_The_Financial_Services_Authority

sherbert wrote on Jul 23^rd, 2008 at 4:18pm:

. Another good one is a telephone account with Anglo Irish who use 0845 numbers and if you phone them after six at night the calls are not that expensive. (From BT land lines) Hope that helps.

Why not use 0207 710 7055?

Thanks for the tip

:)

Perhaps the FSA could be forgiven for this little slip, as it has a lot on its plate at the moment.

Its press release on the A&L case encourages victims to call the call type "g6" number - 0844 5619790.

There is no indication that A&L actually earns money from these calls, nor of the call costs, although it correctly states that the minimum of 5p per minute (after a 7p connection charge) applies 24 hours a day, 7 days a week.

I too have had a struggle with A&L to verify our new Visa Debit cards.

I even had a (previous) written personal reply from a customer adviser in the Leicester office quoting her direct line but that number redirected to a message telling me to call the 0844 number !

I tried their contact number for new customers 0500 95 95 95.  I wasn't expecting a lot of help there but the first girl I spoke to gave me what she said was a direct numnber to the complaints dept in Leicester 0116 275 4531 - only it turned out to be a fax machine that answered.  The second girl gave me 0116 200 4444 - but that also redirected to a message telling me to call the 0844 number !  On my third call to t0 0500 95 95 95 I got a chap who offered to put me through to the card activation service and that might well have worked - apart from the tiny snag that their verification process involved me being able to tell them a mobile number that I stopped using ten years ago was.  The woman from the verification service confirmed that she wasn't actually A&L but finally put me through to an A&L helpline where the operator was able to verify my identity without needing to know the out of date mobile number.

Having successfully validated my cards I was asked if she could help with anything else so I asked to register a complaint about being forced to use rip-off telephone numbers.  She took the details but wouldn't put me through to a complaints adviser.  When I tried the alternative tactic of asking for the accounts closure team she offered to close the account for me.

Hello my name is John and I am a volunteer for gethuman.com

This entire thread is of interest to me but in particular this message:

"It now seems to be www.gethuman.com and there is then a UK lookup on that page.Unfortunately as a US site they do not yet seem to be aware of the need to quote alternatives to 0845 and 0870 numbers.


What can we do to make it better? How can we make the uk gethuman.com more functional?

feel free to e-mail me:   John@gethuman.com

Quote:

need to quote alternatives to 0845 and 0870 numbers.

jrg wrote on Aug 10^th, 2009 at 5:35pm:

What can we do to make it better? How can we make the uk gethuman.com more functional?

You need to quote the alternative numbers starting 01, 02 or 03 (where they exist) listed by this website so that people do not pay moe than a more normal phone call to get a human call centre operative