MSE News: Santander worst for bank service and First Direct best — again

Former_MSE_Helen · 22 February 2012 at 9:10AM

This is the discussion thread for the following MSE News Story:

"It's 'as you were' in a poll of MoneySavingExpert.com users on current account service ..."

Read the full story:
Santander worst for bank service and First Direct best — again

scorpioGB · 22 February 2012 at 10:34AM

Last week I opened a new Santander account and registered for on-line banking, answered a myriad of security questions had 3 posted notifications of passwords and numbers to fill in to get access then on the first time of using the account locked me out and froze my entire account. Phoned their security department they then asked me security questions I couldn't possibly answer as I would have needed a statement in front of me to do so. Being a new account I didn't have a statement so they locked me out of my account totally. As they said that I'd failed to prove who I was to their satisfaction, they wouldn't even phone me back to identify me and wouldn't listen to my attempts to prove who I was. I went to my local branch and the branch manager took 50 minutes to recover and open my account. So I instantly took all the money out and closed the account. Their security is so good even I couldn't access my own money! What's the point of having security questions that I have no chance of answering? Why not simply have a word or phrases that only I would know? Shame, the branch staff and manager were brilliant let down by their companys officious policies. Even though I no longer have an account with them I am still receiving calls on my mobile phone and letters from their fraud department! Santander - my advice, don't touch them.

mattytun · 22 February 2012 at 11:01AM

I had to phone Santander yesterday & i said to myself before they picked up the phone i bet i get someone from india but to my surprise the lady said "Hello welcome to satander my name is juile from sheffield" yesssssssssssssssssss at last well done santander for bringing your call centres back to UK.

gezzs · 22 February 2012 at 11:02AM

HAHAHAHA. That's all I've got to say as an EX-Santander customer who now banks with First Direct.

Rupert_Bear · 22 February 2012 at 11:16AM

Cahoot part of Santander are brilliant. £100 buffer and apr on overdrafts of 10.3%. Use this as a secondary account to my main account.

warwicktiger · 22 February 2012 at 11:44AM

I have been with First direct for 20 years, absolutely fantastic, would recommend to anyone.

jacksboy · 22 February 2012 at 12:03PM

I took over as treasurer of a local club last year. Its accounts with Abbey and Alliance and Leicester were in course of transferring to Santander. What an unfortunate time to take over the job! My first task was to become a cheque signatory for the club. Fine! Obviously security was top priority but, when the months dragged on and I heard nothing, I decided to phone up to find out how my application was progressing. Bad move! After finally getting through and some background keyboard tapping noises I was told that they didn't have my name on their records. I patiently explained my reason for phoning them only to be told that they couldn't even talk to me!
One day, at long last, I got the authority but only for the A&L account (Abbey was still not integrated even a year later). I therefore opened a new, better rate account with another bank and closed the Santander/Abbey accounts. And yes, I'm still receiving "Nil" statements for the closed accounts ..... Don't even think Santander.

Incidentally, I've banked First Direct since it was set up. Absolutely First Class!

Milarky · 22 February 2012 at 12:43PM

Service is not the whole story in this age of 'do-it-yourself', online banking. First Direct's website is so poor (admittedly it's not as bad stylistically and bling-infected as is HSBC's) that customers* cannot even cancel their own payees once set up.

*and neither can First Direct themselves, rendering their 'helpfulness' moot.

[When will bank surveys be trusted? When we, the customers, get to set the questions and not just answer to them.]

stewil18 · 22 February 2012 at 1:00PM

I have a Santander account and for 99% of the time I am happy to do what i need on the internet - fine with that.

I recently had a couple of issues over stopped and cancelled cards, then replacement cards. Both issues caused me minimal problems as I had other means available but by complaining and not accepting what they would do to resolve the matters, I received over £200 in compensation. There service may not be brilliant but if it helps to pay for part of christmas, i'll keep the account open

lifemagic · 22 February 2012 at 3:17PM

I couldn't log into my account for ages and ended up going to the branch. It turns out it had been blocked for security reasons and I had to show ID to the manager. I asked him why the site didn't tell me it's blocked rather than just keep telling me to try again later. He said it was a software issue and would be nearly impossible to fix. When I suggested it would be quite easy he got quite nasty.

Then my Internet passwords didn't turn up. I went to a different branch to ask about why, and they basically said it will take three weeks from when the system requests a password to be sent, and it took them two weeks from me asking to them putting in 'on the system'.

It's been OK for ages now, though I don't actually use it much. But I get phished about three times a week, and somehow the stuff comes from santander.co.uk, though it's obviously not, they can cloak the address somehow so I can't block it. I've sent every single one to phishing@santander.co.uk but never received any advice.

TallicadaZ_2 · 22 February 2012 at 3:56PM

My GF and I just opened our first mortgage with First Direct. I have to say relatively stress free and the staff have been excellent (and patient!) - Would reccomend them wholeheartedly over our current and savings account suppliers (Nationwide, Clydesdale and BoS)

MSE News: Santander worst for bank service and First Direct best — again

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