Under Funding Fee on Current Account after migration from A&L to Santander

butterflymum

Thanks MrsP1, your post crossed with my edit, I had just remembered how to find the secure email option, but thanks for letting me know as well. I will keep a note of the freephone number, albeit prefer to communicate in writing. Hope they sort out your missing account soon.

scottishblondie

I'd give up on the secure message. I sent one on the 19th about the tax deduction on my interest and I still haven't heard anything back. You might just have to bite the bullet and phone them just make sure you leave plenty of time for it!!

smo59

I haven't had a reply after 3 secure messages now.

I plan to ring the freephone number Friday afternoon (when I should have a couple of free hours to spare).

In the meantime I'm going to continue sending them a message every 12 hours (just for plain devilment). I have no quarrel with the staff as they are only doing their job, but I see it as quickest/easiest form of protest.

FWIW, I've been with A&L for about 10 years now and never had a problem with the customer service. Once I did get an "excessive OD" fee for no reason but this was withdrawn "as a gesture of goodwill". When I asked why this was described as "a gesture of goodwill" rather than "Whoops, we cocked up" the phone fell silent and I just let it go. Most of the time I feel that life's too short to pursue these matters.

I'd still be interested to see if/when people ever get a reply to the secure message thing.

Cheers,

SteveO.

butterflymum

Thanks for the update steve. I am loathe to phone as a) I have reduced hearing b) the amount is so small, so have also sent a further secure email.

Meant to add in earlier post where I said the paper copy statement arrived today....it was in Santander branded envelope and on Santander headed paper....saying 'The Santander Account'.....but not even a message attached re the migration. Fine for those of us who had the message online, but poor show for folks who do not use the online banking. Also enclosed with the statement were two double-sided (what a lot on ink usage) standard pages detailing interest levels, fees, charges etc. Most were details for 'Santander Accounts', but reverse of one did also give info for 'Alliance & Leicester' Accounts, albeit seems a bit daft as the name on the front of the actual statement no longer shows the corresponding 'A&L' account name, it merely says The Santander Account.

butterflymum

Just noticed, so thought I would add a comment.......the Santander Statement includes my 8 digit Online Banking ID number, which never appeared on A & L statements, I assumed as an additional security measure to also having a secure pin/pass number.

sezla

A&L still have the £500/mnth not Santander's £1000. If customers get an error, it will be rectified and we also usually notify the customer by mail of the error once rectified.

A&L customers can also still use their old sort code account numbers, any payments to these accounts will be converted to their new Santander ac no/sort code.

With regard to customer service, we haven't really received training on the A&L so we're still learning some things still. I know it's frustating for customers. A&L are also to extend their telebanking hours in four weeks so there will be less queue time!

Plus, I know it may be too obvious, and it may not even be there, but try checking your junk mail, a lot of Santander replies go there.

Also, A&L customers received letters and info packs re migration months ago, and also emails if reg for online banking. It's not something we've sprung on customers!

butterflymum

Assume all of above were the replies you received from CS to your own complaint/s.

Particularly liked

sezla wrote: »

Also, A&L customers received letters and info packs re migration months ago, and also emails if reg for online banking. It's not something we've sprung on customers!

...........true, but they must have sprung it on their own technical folks for there to have been so many problems with the actual migration :rotfl:.

butterflymum

Was thinking again about the Customer ID being shown on the Santander Statement. A & L's Legal section re security still states:


"6.1.1.3 Keep the Security Details and Your Customer ID secret and take reasonable steps to prevent anyone else finding out the Security Details or Your Customer ID"

and

"6.1.1.8 Keep any record of Your Customer ID in a safe place at all times"


Have given this point re the Customer ID it's own thread, as others may miss it here:

https://forums.moneysavingexpert.com/discussion/2629007

smo59

FWIW, I have just rang the freephone number (0800 056 6066) and got through to someone in about 2minutes (1min30 of which was me trying to escape the automated service).

The customer service bod was very polite and removed this charge with no problems at all.

nzseries1

Correct me if I'm wrong, but the A+L account has a minimum £500 requirement, and they charge you £5 if you don't fund it with this much. On the other hand, Santander's is £1,000, however if you don't fund it with this much, you don't get a penalty, you just don't get any interest.

I too have had no access to my accounts for a week and a half online, received nothing about all this in the post, and my secure messages are not being answered. So, today, I went down at lunchtime to A+L, withdrew all my money and closed my account. Problem solved!