Compensation for Santander mess

egrek

Hello all

I've a question to ask - about the value of compensation I should claim for.

I've a little tale to tell about my transfer to Santander. In general, they seemed to get the hard stuff right (transfered all my HSBC direct debits and standing orders to themselves with no real issues) but I did have two issues:

1. Online banking
2. Credit card.



1. Online banking

Starting with the 'funnier' one, Online banking, it seems, if you get locked out your account is done by...
Guesses?
Online - wrong.
Telephone - wrong.
Going into branch - wrong.
Post. 7-10 working days. Sent out in the post. For your ONLINE account.

Am I the only one seeing the irony of that?

Though the fact they have introduced the new mobile phone security text system (I should point out I took out this account as I am going travelling - yes - without a phone) means it's pretty useless.



2. Credit card

Two working days they said.
Nearly two months on, numerous calls and eight visits to the branch I may be getting it? Even after I was told it was cancelled.

I'll not get into this now, unless people are interested.



Compensation?

But let's say when one of the guys in the call centre said I was fully entitled to compensation if I had excessive calls and visits to branches, I was indeed wondering what I should be asking for?

Let alone wasting one entire saturday AND wednesday trying to get this sorted out, the visits to branches and telephone calls going back and forth, giving my number out to at least eight different people (and actually being called by two of them - I know - impressive odds!) I'm not sure what I can and can't ask for?

So here I am asking people's advice?

I spoke to one manager who said they could refund the travel costs to and from the branch? But as I was having money issues, I was walking (taking just over an hour round trip) each time. It's more the TIME and HASSLE and people not knowing what to do, who to ask, how to do anything that's got to me.

And when I was told I the credit card application had been cancelled and due to now being unemployed, I couldn't apply for one... lets say it took quite a mental toll.

The manager DID say I couldn't charge them my hourly rate for the time wasted. But wouldn't say what they could 'compensate'.

So any ideas, advice etc, gratefully recieved.

I know when they told me I couldn't have a card as I had no income and needed £7500 a year before I was allowed, I was thinking this number might be perfect as would allow me to actually get the card I was initially eligible for. Thus compensating me to the point I originally started in (being eligible) but... might be a bit high?

zppp

egrek wrote: »

Hello all

I've a question to ask - about the value of compensation I should claim for.

I've a little tale to tell about my transfer to Santander. In general, they seemed to get the hard stuff right (transfered all my HSBC direct debits and standing orders to themselves with no real issues) but I did have two issues:

1. Online banking
2. Credit card.



1. Online banking

Starting with the 'funnier' one, Online banking, it seems, if you get locked out your account is done by...
Guesses?
Online - wrong.
Telephone - wrong.
Going into branch - wrong.
Post. 7-10 working days. Sent out in the post. For your ONLINE account.

Am I the only one seeing the irony of that?

Though the fact they have introduced the new mobile phone security text system (I should point out I took out this account as I am going travelling - yes - without a phone) means it's pretty useless.

In all fairness, if you lock yourself out of online banking with other banks they will do the same. It is a fraud prevention measure - people would complain if it wasn't done that way. Ironic maybe, but that is the process.

egrek wrote: »

2. Credit card

Two working days they said.
Nearly two months on, numerous calls and eight visits to the branch I may be getting it? Even after I was told it was cancelled.

I'll not get into this now, unless people are interested.



Compensation?

But let's say when one of the guys in the call centre said I was fully entitled to compensation if I had excessive calls and visits to branches, I was indeed wondering what I should be asking for?

Let alone wasting one entire saturday AND wednesday trying to get this sorted out, the visits to branches and telephone calls going back and forth, giving my number out to at least eight different people (and actually being called by two of them - I know - impressive odds!) I'm not sure what I can and can't ask for?

So here I am asking people's advice?

I spoke to one manager who said they could refund the travel costs to and from the branch? But as I was having money issues, I was walking (taking just over an hour round trip) each time. It's more the TIME and HASSLE and people not knowing what to do, who to ask, how to do anything that's got to me.

And when I was told I the credit card application had been cancelled and due to now being unemployed, I couldn't apply for one... lets say it took quite a mental toll.

The manager DID say I couldn't charge them my hourly rate for the time wasted. But wouldn't say what they could 'compensate'.

So any ideas, advice etc, gratefully recieved.

I know when they told me I couldn't have a card as I had no income and needed £7500 a year before I was allowed, I was thinking this number might be perfect as would allow me to actually get the card I was initially eligible for. Thus compensating me to the point I originally started in (being eligible) but... might be a bit high?

IMO for the second part you will look at your travel costs and phone calls plus about £50 in all honesty, or they may give you a gift. Unless you have had other 'actual loss' that you can prove that's probably what you're looking at.

egrek

Thanks for the reply.

I've had the same with HSBC and asked them this morning.
You call up and they can unlock your account straight away (after security) - they can email codes etc.

At worst they said sometimes you have to go into the branch.

The main thing is, it's all straight away. It's not done using the POSTAL service for INTERNET banking.

That's the bit I just don't get?

zppp

egrek wrote: »

Thanks for the reply.

I've had the same with HSBC and asked them this morning.
You call up and they can unlock your account straight away (after security) - they can email codes etc.

At worst they said sometimes you have to go into the branch.

The main thing is, it's all straight away. It's not done using the POSTAL service for INTERNET banking.

That's the bit I just don't get?

First of all I understand the point you are making without the use of capitals thanks.

Put it like this, I have 2 accounts, with different High St banks (not Santander) and I have been locked out of both. For certain information, such as customer numbers etc, they are sent by post. Now that may not be ideal, but the same would happen if you forgot your bank PIN code.

matthudson2010

I've had similar issues with Santander recently....at all stages I have asked for compensation while on the phone to customer services... to date they have dished out £150. Stick to your guns, be firm and don't let them get away with things. The money I've received is based on an account I opened on 26rd June, still no cards, cheque book...anything.

egrek

Zppp - I realised it's the fact if you're acount is locked, other banks can unlock it by phone or in branch.
If you need new information (had to delete my capps there) then it's sent via post etc.

So Santander internet banking can't be unlocked, just reset. And of course, you can't use any previous codes and passwords...


matthudson2010 - great thanks, but then what did you ask for to get the £150? Was it a number you came up with, they came up with?

Mikeyorks

Funny how this compensation is always one way traffic.

They provide an online functionality. You manage to lock yourself out. They have all the admin to do to get you back in. You want compensation!

To similar customers (not in Banking) I trained my staff to use the phrase 'contributory negligence'.

Blackpool_Saver

I had a nightmare with Santander credit cards, seems to be resolved now. I never asked for compensation, never entered my head to be honest, I was more concerned about getting the markers taken off my credit file.

I got a huge bouquet of flowers from them.

johnmoney05

How about go for £500. Yes, they can afford it. Go for it...

matthudson2010

they just kept making mistakes...the amount so far is several bits of compensation.

egrek

Well while being ignored with compensation and all communications failing (eg: everyone who will get back to me, not, even when you chase them)

I've not had my card cancelled - while in asia.

No notification and only knew due to my parents having an email to them (not me - the account holder) that it had been cancelled as my dad emailed them and they said they couldn't speak to him.

Words fail me.