Santander Hard Selling Identity Protection
blued
Posts: 698 Forumite
I received my new Santander Credit Card this week to replace one expiring at the end of the month and just called to activate it. After the card was activated the conversation went like this...
CS: Santander have asked me to tell you about their identity fraud protection...
Me: It's ok I'm not interested in taking out insurance
CS: Why not?
Me: I'm very careful with personal documents and I know it will cost me a monthly fee
CS: It'll cost you far more if your card is stolen
Me: Why would it cost me if my card was stolen?
CS: Identity theft is separate to your card it would cost you money
Me: I'm really not interested thanks
CS: Why not, you could have your identity stolen
Me: No thanks - hang up
The condescending tone he used was shocking. I can now see exactly why Santander score so low in the customer service department. Has anyone else come across this?
I also had to speak to them earlier in the week because a transaction of < £100 was declined for no reason. I was trying to make a purchase from Orange and he guessed it was a Santander card and said it happens all the time. Customer services could offer me no explanation.
CS: Santander have asked me to tell you about their identity fraud protection...
Me: It's ok I'm not interested in taking out insurance
CS: Why not?
Me: I'm very careful with personal documents and I know it will cost me a monthly fee
CS: It'll cost you far more if your card is stolen
Me: Why would it cost me if my card was stolen?
CS: Identity theft is separate to your card it would cost you money
Me: I'm really not interested thanks
CS: Why not, you could have your identity stolen
Me: No thanks - hang up
The condescending tone he used was shocking. I can now see exactly why Santander score so low in the customer service department. Has anyone else come across this?
I also had to speak to them earlier in the week because a transaction of < £100 was declined for no reason. I was trying to make a purchase from Orange and he guessed it was a Santander card and said it happens all the time. Customer services could offer me no explanation.
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Comments
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That was probably CPP that you spoke to and not Santander.My posts are my own opinions based on my experiences and info gathered from sites such as this.
They are not a substitute for professional financial advice - but you knew that already didn't you?VSP 2011 - Member #25 - Started 6th December 2010 - Total As Of 4th May 2011 (21 weeks in!) - £323.67/£500 - So far so good!0 -
Well whoever it was started by saying "Santander have asked me to..." so they're doing it on behalf of Santander. Customers shouldn't have to put up with that when activating a card especially when they've already said no thanks.0
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I was only saying that it was probably CPP that you spoke to. I'd suggest you complain to Santander - they may do something about it - stop using that company or whatever.
Ultimately, if you don't want to "put up with that" - then vote with your feetMy posts are my own opinions based on my experiences and info gathered from sites such as this.
They are not a substitute for professional financial advice - but you knew that already didn't you?VSP 2011 - Member #25 - Started 6th December 2010 - Total As Of 4th May 2011 (21 weeks in!) - £323.67/£500 - So far so good!0 -
Sorry didnt mean to sound like I was having a go at you!
I will be getting rid of the card. I'd been thinking about binning the card in favour of a Halifax Clarity because I need something for overseas spending and it has lower interest on cash withdrawals. The attitude I just got on the phone was the nail in the coffin.0 -
Sorry didnt mean to sound like I was having a go at you!
No problems - it's a forum - emotions are hard to convey via textMy posts are my own opinions based on my experiences and info gathered from sites such as this.
They are not a substitute for professional financial advice - but you knew that already didn't you?VSP 2011 - Member #25 - Started 6th December 2010 - Total As Of 4th May 2011 (21 weeks in!) - £323.67/£500 - So far so good!0 -
Even though you said no, it's worth keeping you eye on your statements just in case - check the programme transcript linked to here for a discussion on the practice from last weeks 'Moneybox' programme on Radio 4
http://news.bbc.co.uk/2/hi/programmes/moneybox/9184363.stm0 -
Thanks for the heads up, I will keep an eye on my statements.0
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I received my new Santander Credit Card this week to replace one expiring at the end of the month and just called to activate it. After the card was activated the conversation went like this...
CS: Santander have asked me to tell you about their identity fraud protection...
Me: It's ok I'm not interested in taking out insurance
CS: Why not?
Me: I'm very careful with personal documents and I know it will cost me a monthly fee
CS: It'll cost you far more if your card is stolen
Me: Why would it cost me if my card was stolen?
CS: Identity theft is separate to your card it would cost you money
Me: I'm really not interested thanks
CS: Why not, you could have your identity stolen
Me: No thanks - hang up
The condescending tone he used was shocking. I can now see exactly why Santander score so low in the customer service department. Has anyone else come across this?
I also had to speak to them earlier in the week because a transaction of < £100 was declined for no reason. I was trying to make a purchase from Orange and he guessed it was a Santander card and said it happens all the time. Customer services could offer me no explanation.0 -
CPP are being probed by the FSA for this at the moment.
http://www.moneysavingexpert.com/news/cards/2011/03/identity-theft-insurance-firm-product-ceases-during-FSA-probeI beep for Robins - Beep Beep
& Choo Choo for trains!!0
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