Awkward Santander (Abbey)

redbluetwo

My mortgage deal comes to end next month so I thought i'd rind S'tder and see what options were available to me. After eventually getting through on 0845 number ended up talking to someone (not sure where in the world) who I could barley understand with loads of background chatter and clanking, I went through all the normal questions etc to be told the best offer available today was thier standard variable rate. I'm coming off a 2 year fixed deal which reverts to the standard variable rate anyway and told the guy I would be quite happy to shop around elsewhere, his response was "today" that was the best offer it might change in a few days - he emaphasised that it may change in a few days. Anyone know if they are planning some new deals or worse!

hillcats

Try looking at www.saynoto0870.com this will save you a small fortune.
I manage 99.9% of the time to avoid calling these RIP OFF numbers.

JA1000

I read time after time people racing off to get a new deal, I am with Abbey and I cannot fault my 1.5% current rate, it will have to go up a long way before I decide to look.

You haven't mentioned what your SVR would be, surely this is key.

kmmr

There is the off chance that they are looking to consolidate their SVR's. At the moment there are two SVR's. 4.99 for Abbey and A&L, and 4.24 for Santander.

So... perhaps they will drop the SVR's for ex Abbey and A&L people?

Optimistic! But possible.

redbluetwo

SVR was 4.24% but I wanted some options to pick out what would suit me best over the next couple of years, flexible, tracker or fixed etc but very little in the way of conversation, I have a very good credit rating and payment history, don't want to leave Santander but there are better options out there, think i'll hang on a few days and call back.

dimbo61

I think you need to make an appointment at your local branch with an abbey/santander adviser and take the deals you can find on the internet.
Better than ringing someone in india!

jill2002

dimbo61 wrote: »

I think you need to make an appointment at your local branch with an abbey/santander adviser and take the deals you can find on the internet.
Better than ringing someone in india!

Existing customers have to call the Retentions helpline to get the new deals. The branch can only put them on the phone. Just for your information, those helpline assistants are not in India.

redbluetwo - I assume that you have a high loan to value? otherwise you would have been offered other deals. It may be the case that they will have some new deals in the future - you will have to call them in a few days to find out.

VIGILANT22

jill2002 wrote: »

those helpline assistants are not in India.

Where are they?

djheath

jill2002 wrote: »

Existing customers have to call the Retentions helpline to get the new deals. The branch can only put them on the phone. Just for your information, those helpline assistants are not in India.

redbluetwo - I assume that you have a high loan to value? otherwise you would have been offered other deals. It may be the case that they will have some new deals in the future - you will have to call them in a few days to find out.

This is one of the most annoying things about Abbey. I originally went with Abbey because the mortgage advisor I spoke to in branch was so helpful and really explained things. I made a booking to speak with the advisor 2 years later after my initial fixed period ended. When I had the meeting, the new mortgage advisor simply dialed the retentions phone line and we both sat there on hold for 5 minutes waiting for some one to answer. He wouldn't help me at all or discuss anything. I eventualy just said sod it, I can sit on hold at home. When I spoke to abbey on the phone the women at the other end rushed through things and I couldn't understand a lot of what she was on about. I find it very frustrating to decide on a new mortgage over the phone without seeing everything written down in front of you so you can go over it carefully and compare things.

VIGILANT22

why do all these people complain about abbey but still stay with them???....you have a choice...if service is important find a whole of market adviser...

jill2002

djheath wrote: »

the new mortgage advisor simply dialed the retentions phone line and we both sat there on hold for 5 minutes waiting for some one to answer. He wouldn't help me at all or discuss anything.

It's not that he wouldn't help you, he couldn't help you.

It was Abbey's (Santander's) decision to take this away from the branches. I agree that it is not the best customer service - I cringe when I go on the phone sometimes, but it's all we can do.

When I sit with customers doing this, I put the call on speaker phone and write everything down and it makes it a much better / easier experience.