Santander (Abbey) Customer Service

Toe-Jam

I called Santander today about bank charges on my account they were due to them allowing 2 transactions on my account when there was no money there to cover it, which I thought was the purpose of having a Visa Electron card , that this couldn't happen.

I have to say my experience was excellent couldn't fault them, They answered the phone in seconds, the girl I spoke to , I could only describe as Mary Poppins, and refunded as much of them as her level of authority would allow without even a raised word. She even wished me happy valentines before passing me on to the next person:rotfl:

I was expecting a riot to get the rest of them back, but I just explained to the guy and he there and then reversed the lot. And he explained that visa electron can put you over drawn also, "just because they transactions are always authorised with us, doesn't mean we'll always decline them" he said <wink> <wink>.

So all in all I am impressed, i've heard some horror stories with Abbey.

Fairzo

This has to be some sort of dream, fantasy or a version of Santander in a parallel universe.

Isonstine

Would also like to put a word in for Santander following a problem with my new Zero credit card. Essentially I got it got the 0% balance transfer as I'm an Alliance & Leicester customer. When I made the balance transfer I stupidly didn't ask them to confirm there would be no fee for the transfer. Sadly £78 had been applied and wasn't too happy.

As soon as I realised I rang up their off-shore call centre who admitted they didn't have any knowledge of the offer but invited me to send in the information so they could have a look. After hearing all the stories I wasn't too hopeful at this point but I asked for the fax number and sent all the details - basically a print out of their own website! The next day the fee was taken back without question and no further problems.

OK it would have been nice for them to have been aware of the offer and sorted it out there and then, but I didn't have to chase anything or argue so although it's not outstanding customer service - certainly better than some of the horror stories that get posted here.

VanCrack

I absolutely without a shadow of doubt cannot fault their customer service. Mainly because i don't have an account with them.

Isonstine

That made me chuckle! :rotfl:

HopeAndDriftWood

Are they really that bad? Me and OH were going to open an account with them as we are going to Spain for at least a year in July...I thought they'd be the best bank for this?

PNPSUKNET

their is a fault at the moment, we had charges saying od but the acc never did go as isnt used and well in credit. complaints say their is a system issue so watch your charges

hippey

No system is perfect and even the Visa Electron system has been known to force through transactions, however it will be Abbey's system that allows this.

PC_Gabriel_Kent

Whether it allows them through or not it is the responsibilty of the account holder to make sure they have enough money in the account before using the card in shops.

Payless_2

Isonstine wrote: »

Would also like to put a word in for Santander following a problem with my new Zero credit card. Essentially I got it got the 0% balance transfer as I'm an Alliance & Leicester customer.

Amazing. I applied twice for this credit card and twice they cancelled my application after carrying out credit checks. In total I think I spent about 3 hours talking to customer service advisors who kept passing me along to others and cutting me off. Eventually the ensured that the credit checks were erased from my record and sent me a bag of toiletries but only after I threatened them with the FSA. Still didn't get a credit card though

Toe-Jam

PC_Gabriel_Kent wrote: »

Whether it allows them through or not it is the responsibilty of the account holder to make sure they have enough money in the account before using the card in shops.

The transactions were recurring transactions that the company were not suppose to take and i couldn't stop. This thread is about the experience of the Customer service of Santander, not for people like you to take the moral high ground about how people manage their accounts.