We lost interest in Abbey after debacle

We lost interest in Abbey after debacle

Eventually we had to transfer our Isas to another provider and cancel the bond. Abbey admitted it had treated us badly and offered £1,262 compensation for the Isas and £433 for the bond, which we accepted on 3 and 14 August. Abbey says it did not receive the first acceptance forms, nor the second set, which we delivered in person to the branch. It only acknowledges a third set which we again delivered by hand, on 15 September, and which we insisted the branch sign for. We are still waiting for the cheque. AM, Bromley, Kent

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According to Abbey, it received only one set of acceptance forms from you and those arrived on 9 October. Clearly there is a problem with the bank's mail system if even envelopes handed in at a branch disappear and those that survive take three weeks to reach the correct desk.

But at least the bank has now got your payments moving and the original £1,262 plus £433 compensation has been sent to you.

The bond, though, never was fixed-rate. But as you are a valued customer, and genuinely believed that it was, and because your complaint has taken so long to sort out, Abbey is offering you another £760. This is the difference between the interest you earned until you closed the account and the amount you would have received if it had been a fixed-rate account. You will also receive £421 for the interest earned since March, which makes £2,876.59 in total.

■ Email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. Letters are selected for publication and we cannot give personal replies. The newspaper accepts no legal responsibility for advice