Santander nightmare

Blackpool_Saver

I have held an Abbey current a/c for 12 + years and a savings a/c for 10 + years with them.

Recently I took advantage of 2 of their credit cards at 0% and transferred 2 balances over to them.

For the first 3 months statements came and I paid them via bill payment from Santander current a/c.

One month statements didn't come and I got a phone call from arrears office, I was shocked and realised statements hadn't come but I should have realised and I paid over the phone and set up direct debits to both credit cards for the minimum payments.

Went on my on-line current a/c and was horrified to see that they had attempted to take the whole balance and had refunded it, I phoned them and they apologised and took another card payment to cover the missing one due to their error and they refunded my charges. I asked them to ensure the other one was not set up to take whole amount, they assured me it wasn't and all was arranged fine.

They did the same with the other card and I did as above paragraph, I checked again that all was set up for minimums and they said yes.

This morning I got a call from the arrears dept again to say another payment was missing, I have had the statement concerned and it says, direct debit to be taken blah blah, so I just filed it. I told the man the whole sorry story and he rang another office who told him DD's were not set up on either cards, I about blew a gasket.

Prior to all this I had perfect credit, everything at status 0 and it had been like that for many years, now I have two status 1's and will have a status 2 after this latest fiasco.

I am at my wits end, they say I have to take statements and proof of all this into the local branch so they can verify I am telling the truth. Um, surely they can see I set up DD's as they have been taken from my account.

Again I have not had statements from either of these card accounts this month.

What can I do? please can anyone advise?

PNPSUKNET

If its their error, complain about the payment marker.

Blackpool_Saver

PNPSUKNET wrote: »

If its their error, complain about the payment marker.

I'm sorry, but I do not understand what you mean.

Blackpool_Saver

shameless bump

firsttimestudent

What PNPSUKNET meant was that, since the 2nd non-payment was due to their fault (not setting up the DD as you requested), you have the right to demand that they remove that "2" from your credit report.

You might also go on and argue that the "1" in your credit report was partly due to their fault, i.e. not sending out statements.

Have a look here at how to make a complaint http://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&c=Page&canal=CABBEYCOM&cid=1210607166846&empr=Abbeycom&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2

DarkConvict

Santander screwed up my CCs too a few months ago. Twice they have taken money from the wrong account. Once they took money from the wrong account after i gave them details over the phone. Then about 12 months later i swapped current accounts again, and although the direct debit was changed and they had the new details (CS could not even see the old details) they took money out of the old account. They reset the DD about 3 times and the next month again took money out the old account or at least tried to (by this time it was closed). They promised to refund charges and interest and that took 4 phones calls over 2 months to get done. I have yet to check if they removed the late payment marker due to their system error.

Basically my advise is keep on at them, and ring the complaints department. Even do a written complaint letter.

Blackpool_Saver

firsttimestudent wrote: »

What PNPSUKNET meant was that, since the 2nd non-payment was due to their fault (not setting up the DD as you requested), you have the right to demand that they remove that "2" from your credit report.

You might also go on and argue that the "1" in your credit report was partly due to their fault, i.e. not sending out statements.

Have a look here at how to make a complaint http://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&c=Page&canal=CABBEYCOM&cid=1210607166846&empr=Abbeycom&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2

That is not credit card complaints number, it is just credit card customer services, this is the complaints number: 08456006014

Blackpool_Saver

DarkConvict wrote: »

Santander screwed up my CCs too a few months ago. Twice they have taken money from the wrong account. Once they took money from the wrong account after i gave them details over the phone. Then about 12 months later i swapped current accounts again, and although the direct debit was changed and they had the new details (CS could not even see the old details) they took money out of the old account. They reset the DD about 3 times and the next month again took money out the old account or at least tried to (by this time it was closed). They promised to refund charges and interest and that took 4 phones calls over 2 months to get done. I have yet to check if they removed the late payment marker due to their system error.

Basically my advise is keep on at them, and ring the complaints department. Even do a written complaint letter.

I am on the phone to them now..........

Blackpool_Saver

I have now been on the phone for 55 minutes at my expense and they re still trying to sort it out. During this land line call, a call from arrears came through on my mobile and the man would not believe me that I was on hold on my ladline to HIS dept.

Blackpool_Saver

Now they are going to call me back AGAIN

Blackpool_Saver

supposedly sorted out, we shall see