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Santander Hard Selling Identity Protection
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# 1
blued
Old 19-11-2010, 9:16 AM
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Default Santander Hard Selling Identity Protection

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.

Last edited by blued; 19-11-2010 at 9:18 AM.
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# 2
Hax
Old 19-11-2010, 9:21 AM
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That was probably CPP that you spoke to and not Santander.
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# 3
blued
Old 19-11-2010, 9:31 AM
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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.
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# 4
Hax
Old 19-11-2010, 9:44 AM
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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 feet
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# 5
blued
Old 19-11-2010, 10:35 AM
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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.
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# 6
Hax
Old 19-11-2010, 11:13 AM
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Quote:
Originally Posted by blued View Post
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 text
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# 7
p00hsticks
Old 19-11-2010, 11:19 AM
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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/programme...ox/9184363.stm

Last edited by p00hsticks; 19-11-2010 at 11:23 AM.
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# 8
blued
Old 19-11-2010, 11:24 AM
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Thanks for the heads up, I will keep an eye on my statements.
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# 9
firstinhighroad
Old 31-03-2011, 12:13 PM
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Quote:
Originally Posted by blued View Post
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.
I too had a very annoying chat with CCP over identity protection and am still having on-going row over documentation which never arrived, even after reminding them about it. Unless they have a change of mind about cancellation of the policy which I stupidly agreed to initially I will be in touch with Office of Fair Trading as their operation falls far short of being either efficient or courteous.
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# 10
BenL
Old 31-03-2011, 2:36 PM
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CPP are being probed by the FSA for this at the moment.

http://www.moneysavingexpert.com/new...ring-FSA-probe
I beep for Robins - Beep Beep
& Choo Choo for trains!!
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