Help - problems with Santander credit card application

LouKC1984

Hi all

I applied for a Santander credit card online about four weeks ago (I have an account with Abbey so thought this would be the best bet), and I'm having problems already. I haven't received anything in the post, so I have called several times to find out what's going on. The first time I was told that the card would be with me within a few days, then the second time I was told the same thing, then the third time they said that my application had been declined, and I would receive something in the post in a couple of days to let me know what to do next, but that I could check my credit score with Experian as a start and then appeal when I got the paperwork. I checked my credit score with Experian, and it was fine. After a week waiting for the letter saying I'd been declined, I still hadn't received anything, so I called Abbey again today. It took me four phone calls to get through (at one point the call centre even hung up on me) and when I finally did get through the man told me that I hadn't been declined, but that the underwriters had put through a 'decline', saying that they think I should be declined. He said that Abbey had launched an appeal on my behalf as they think I should have the card, and that they'll know about this by 24 December, so I should call back then. He also said I could send my credit report to the underwriters if I wanted to boost my case. I told him I still hadn't received ANYTHING from Abbey in the post, and if it wasn't for my calling I wouldn't know what was going on. I also feel frustrated that there has been all this going on (declines, appeals etc) without my permission or consultation. I'm not sure if this is normal practice or not?

I'm unsure what to do now. My experience of Santander/Abbey's customer service in this instance is so bad - everyone has been rude and told me different things - that I don't think I want a credit card with them any more, but I am wary of cancelling this application while it has a 'decline' on it and applying for another, for which I may be declined again, in case it adversely affects my credit rating. The man at Abbey said I should not apply for another credit card within 6 months of applying for this one, but I have to have one by February as it is for work expenses.

Please can someone help/advise me on what to do or where to go from here?

Thanks in advance

speedbird1973

So the the underwriters recommended a decline and the bank are still fighting your case for you. Shocking customer service!

LouKC1984

speedbird1973 wrote: »

So the the underwriters recommended a decline and the bank are still fighting your case for you. Shocking customer service!

I don't think that their customer service can be justified by that one act - they haven't contacted me at all since I applied, I have had to call repeatedly, been hung up on by the call centre, transferred to the wrong department several times and told completely different things several times. I've been told the card would be arriving twice and not notified of any changes either time. If you think that all of these problems are justified by the fact that they're appealing then that's your opinion, but I would not choose to be one of their customers based on this experience, which is why I have posted on here to get some advice.

ALL - for future reference please do not reply to this thread unless you have something constructive to add or an actual answer to my questions.

Thanks

NickX

Unfortunately this is a fairly regular occurance for people who apply to Santander online. There appears to a black hole somewhere at their offices which is where online applications tend to end up going.

By all accounts a much more efficient application route is to go via an Abbey branch who are able to fasttrack applications.

Hope yours gets sorted soon.

Moggles_2

We've repeatedly warned of Santander's dire customer service on this board, but it can't be stressed too often.

(For those who decide to chance their arm, it's best to apply in branch. Some online applications have disappeared without trace, while postal & telephone applications are still subject to long delays, apparently. From feedback here, there's a four week backlog of applications for the Santander Zero card :rolleyes:)

Lou, to help you further, we would need to know which cards you have at the mo or have held recently, also whether you've applied for any unsuccessfully

speedbird1973

Well I applied and received the card in less than 10 days. My one call to CS was dealt with very well. All this was three weeks ago.

Moggles_2

speedbird1973 wrote: »

Well I applied and received the card in less than 10 days. My one call to CS was dealt with very well. All this was three weeks ago.

Did you apply in branch or some other route?

speedbird1973

Moggles wrote: »

Did you apply in branch or some other route?

Sorry Moggles I didn't make that clear - online. No previous relationship with Santander.

NickX

speedbird1973 wrote: »

Well I applied and received the card in less than 10 days. My one call to CS was dealt with very well. All this was three weeks ago.

Even Santander\Abbey staff members say the Customer Service levels are dire. I had a representative admit this to me on the phone the other day.

They also recommend applying in branch as the application can be traced that way.

You appear to have been incredibly lucky.

LouKC1984

Thanks Moggles and NickX.

Moggles - I don't have any other credit cards, but I do have debit cards with NatWest and Abbey. This is the first time I've applied for a credit card so I don't have any unsuccessful applications.

I don't mind waiting until 24 December to hear what has happened with the appeal, but if I'm to go by previous experience it might be that the card still isn't sorted then and then I'll have the christmas/new year period to contend with in sorting it out. As I need to have the card by February, I'm not sure what to do. And as I said before the customer service is influencing my decision. Could I cancel this application and apply for another one without affecting my credit rating? What would you recommend?

Thanks for your help

speedbird1973

LouKC1984 wrote: »

Thanks Moggles and NickX.

Moggles - I don't have any other credit cards, but I do have debit cards with NatWest and Abbey. This is the first time I've applied for a credit card so I don't have any unsuccessful applications.

I don't mind waiting until 24 December to hear what has happened with the appeal, but if I'm to go by previous experience it might be that the card still isn't sorted then and then I'll have the christmas/new year period to contend with in sorting it out. As I need to have the card by February, I'm not sure what to do. And as I said before the customer service is influencing my decision. Could I cancel this application and apply for another one without affecting my credit rating? What would you recommend?

Thanks for your help

With only 1 application another 1 or two applications won't have a big impact on your credit score. Think carefully about the applications you make bearing in mind your circumstances.