Stay away from Santander because of bad service, despite the rate?

WitNick

I recently opened a Santander current account using the account switching service which guarantees to match your existing overdraft facility, it took nearly 6 weeks to get my overdraft matched. Santander do not support faster payments. The staff in my local branch (ex Bradford & Bingley), don't have a clue what they are doing. They issued me an over the counter cheque without telling me it costs £10, I had to ring up to get that charge reversed, which to their credit they did without fuss.

Tried to call them last night to open an ISA, after 20mins holding had the phone put down on me. Tried again and after another 20mins gave up

Not good signs at all

But like previous posts have said, if you can take advantage of their rates like I did with a 0% overdraft facility, which saved me a fortune coming from Halifaxs £1 a day charge, without having to deal with them too much, then go for it

u123935

Here's another Santander bad news story - recently moved all banking to Santander from smile. Move went ok, but last week my wife mislaid her purse containing a little cash and her Santander credit and debit cards. We rang up and she explicitly asked them to cancel her two cards. They said they would, and she would receive replacements in 7-10 days. In the meantime, we could survive on my Santander debit and credit cards. A couple of days later, she found the purse, and we decided to shred the cards as her new ones would be on their way soon.Then early this week, I received a letter from them giving me my new pin. Bemused, I rang them and discovered that they had cancelled MY credit card, and left my wife's live! Thus, we had no valid credit cards at all. They then cancelled her two old cards, and ordered new ones (usual 7-10 days........). I was going to fill up her car with diesel beforehand - imagine the embarrassment of trying to pay with a dead card. I asked to speak to a manager, but they don't do that. So I sent an email to complain and have yet to receive a reply. I also found that I couldn't access my credit card account online. My new credit card arrived today - I activated it over the phone, but, guess what, I still can't access my online account. I ring them, identify myself, but can't remember any recent card transactions (who can?), so they won't give me access. I ask to speak to a manager, and I'm still waiting to talk to him/her after two hours.

lollylvr09

Santander are quite the worst bank when it comes to customer service standards. They appear to be utterly clueless about their products and systems. I have an Direct ISA (issue3) with them and trying to access their online banking has been a nightmare! I know, I know ..... I don't need to have access to use the ISA facility, but thought that I'd give it a go anyway. How stupid was that! I've wasted literally hours trying to get through the 'simple' login process with absolutely no luck. And as for help on the phone! Forget it!I'll be moving the ISA's to Lloyds fixed rate ASAP.

Don't care how 'good' any future offering from Santander might appear to bein the future I won't be tempted ....... EVER again!

choc_mouse

u123935 wrote: »

I also found that I couldn't access my credit card account online. My new credit card arrived today - I activated it over the phone, but, guess what, I still can't access my online account.

If your problem is trying to login with a new security number, try this:
http://forums.moneysavingexpert.com/showthread.html?p=27099531

elektra

beardiedog wrote: »

I went in to my branch about 10 days ago and they asked me if I would like to see one of their 'financial advisers' about moving my Direct ISA 3 to the new Direct ISA 6 (2.75% I think) as the rate had dropped and I would also be entered in a draw for a holiday - they took my details for someone to contact me but I ain't heard owt since so they're obviously snowed under with it all.

I'm now seriously looking to move it somewhere else. Might go with the Flexible ISA though if nobody else comes up with a similar rate by 6th April.

Can you remember if the bonus rate for issue 3 was for 13 months or 12 months ?

In my notes I have written 13 months (as per previous issue) but in their interest rate table on website it says 12 months for issue 3.

hallmark

I tried to open an Abbey account last year. It was a nightmare from start to finish & I ended up cancelling it after several weeks trying to open it (it still hadn't been opened at that point).

However - I've had equally terrible service from HSBC and Lloyds recently. Truly shocking experiences that you would scarcely believe. So I think terrible service from banks is just becoming the norm.

Best service I've had? Skipton have always been good to me. KRBS are OK so far. Ulster Bank OK so far.

lynzpower

Not ISA related but the "first time buyer " savings account that was lauded on here, I went into 3 branches and OH into 2 and none of the staff had even heard of it? They looked at me like I was asking for something theyd truly never heard of - I started to think It was me, I had ti wrong, I called thier helpline to be told yes it exists and you cna only get it in branch. After the 3rd time, I wasnt convinved I would trust them as far as I could spit so gave it up as a total waste of time.

Delvery86

So here i am changing my bank, because HSBC are completely useless! I move to TSB... They tell me they will sort everything out and it will be fine.

Until Santander Cards UK Ltd. decide that no, they will no now take money from my new account at all! They will now charge me a £12 late payment fee instead.

So i call to explain this situation... they say no it is my banks fault and they are not willing to refund the money. So i log into my online banking to double check i wasnt seeing things, and there it is, sitting there all set up... Santander Cards UK Ltd. waiting to collect! Out of a total of 10 creditors that are taking money from my account they cannot cope with such a simple task, then have the cheek to charge me, then tell me they are not refunding it! Idiots.

No manager available to speak to, so i asked where his manager was. The man replied we dont know where our managers are. They dont tell us where they are. Ok then pal... in the end, he hung up on me!

Psychaley

I attempted to set up an ISA with Santander at the end of March and eventually gave up and went with Halifax instead. I initally tried to open it online and after a month I heard nothing so I went in branch where I was passed from person to person as no one knew what was happening with the account I tried to open, so I asked if I could just start the process again in branch and was told no. They then asked me to send my I.D to head office depiste the fact that I had no account to verify at that point and then finally they told me to go home and ring the call centre (where, after going through the same process I was told to go into a branch and ask about my account there instead).
I finally got a letter at the start of this month telling me that my account would soon be opened but i've already gone over to Halifax, the interest rate is 3% so it's still pretty good . I opened that ISA online, was given my account number etc within one minute, took my I.D into their branch a week later and it was all sorted out in a matter of seconds. I don't understant why Santander have to make everything into such a drama! After all the hassel I'm really not bothered about that extra .5% .

cing0

There have been a lot of complaints on the forums about Santander regarding continued poor customer services in current accounts & savings for years but the fact its, no one has a successful adjudication by the financial ombudsman service - possibly as no one has complained to the FOS about them.