A&L - Is it just me?

ses6jwg

KingL wrote: »

Sorry, but that's exactly the kind of jobsworth attitude that is fuelling the countless "I hate Santander" threads on this board (and, presumably an equivalent exodus of customers). So what if your computer systems require the entry of ID details. It sounds pretty reasonable. But why on earth is there nobody in Santander with the authority and intelligence to say, "well we did extensive id checks on this guy just a year ago, so it's safe to say he's kosher - let's just copy the id information that we already collected for his old account and enter it into his new account", eh?

It's not about being a jobsworth it is about doing the job you are trained to do within FSA and company regulations. I have had customers threatening me across the table because they walk into a bank and expect to open an account with little more to prove their identity than a Co-Op card and an ATM ministatement.

I would forward your complaints to Santander's Head Office in Milton Keynes, as somebody who works in branch, I can appreciate it can be frustrating if you don't have the ID on you at that time, but feel free to get angry with branch or telephone staff until you are blue in the face - we can only act on what we are told. Otherwise we face disciplinary action, dismissal and loss of any earned bonus.

All that we can do is apologise and ask that you bring the correct ID with you next time - there is however, no excuse for rudeness at all. This surprising, as Santander branches are rated on service and staff lose money from their pay packet if it falls below a certain point

Acremead

Acremead wrote: »

Absolutely agree. I've just had a nightmare 24 hours trying, as an existing customer, to open a new Santander account so I can transfer money across from an existing A&L account in order to get better interest. Got conflicting advice all down the line. Tried to set up an e-saver on line only to be asked stupid questions (You do NOT need to know my employment details and my income if it's a savings account) and eventually a question it was impossible to answer (Something about a debit card password??). Rang the advice line @ 6p per minute to be told- incorrectly- that an e-saver a/c could not be opened on line but I'd have to go into a branch. Went into a branch to be told I'd have to make an appointment. When I said this was not convenient the manager tried to argue with me that it was not inconvenient! eventually tried to set it up telephonically only to have the same intrusive & un-necessary questions demanded of me ("Because of the Data protection Act" What?!). Then it turns out that I have to be issued with a debit card, whether I want one or not- I don't. Ended up withdrawing the whole amount and even then got conflicting advice on how to close.

As a PS to my saga above, I've just tried today to perform the same operation with Barnsley BS: ie as an existing customer, to go on-line and open a second savings account. Done in ten minutes. It's not rocket science, to set up an existing internet customer with a second internet account........... OK, I only get 2.5% instead of 2.75% but what's a quarter percent compared to peace of mind?

juicyjude

Sorry ses6jwg, but Santander have lost all my hubbys ID when we took it into branch to be sent to Head Office, and the account he tried to open is now unavailable and we were asked if we would "like to apply for another one if we send in further ID" this is not customer service!No we wont be rushing to open any more accounts with Santander

glen_almond

Wow - stirred up bit of a hornets nest!
Anyway for me the point has been made - A&L/Santander have procedures which are more bureaucratic than Northern Rock and Nationwide (postal form - tick box, sign snd return). That is not the fault of the branch staff and I can sympathise with them. But I hope ses6jwg can also have some sympathy for the customers point of view.

StevieJ

I am a online current account and mortgage customer with what was A&L and I have had no problems. I have transferred an ISA to the Halifax paid off chunks of my mortgage and set up a couple of new cash Isa's this year BR+ 3%

MoneySavingNovice

ses6jwg wrote: »

It's not about being a jobsworth it is about doing the job you are trained to do within FSA and company regulations......

I would agree on one point - don't take your wrath out on the staff - they are in a worse position that you in that they work for Santander the Worlds Worst Bank, you only bank there.

However, I disagree on most of the other points made. If is opened for the first time with Santander the Worlds Worst Bank, then yes the Santander the Worlds Worst Bank have an obligation to ensure that you are who you say you are. However if you already have an account with Santander the Worlds Worst Bank, then they have (or at least should have) met that obligation i.e. there is no further regulatory or legal obligation to undertake such an enquiry twice.

This is pure 'jobs worth' on the account of the Santander the Worlds Worst Bank.

ses6jwg wrote: »

....All that we can do is apologise and ask that you bring the correct ID with you next time - there is however, no excuse for rudeness at all.....

In my mind this quote demonstrates what the real problem Santander the Worlds Worst Bank really have. Instead of solving problem the staff don't have any authority. They just, if your lucky, apologies and pass the buck to some-one else who then proceeds to not solve the problem.

ses6jwg wrote: »

....This surprising, as Santander branches are rated on service and staff lose money from their pay packet if it falls below a certain point

They may be rated on service, to ensure that they provide consistency the WORST SERVICE in the World, so finally earning there name:-

Santander the Worlds Worst Bank


My Advice is to move banks!

dunstonh

I have had customers threatening me across the table because they walk into a bank and expect to open an account with little more to prove their identity than a Co-Op card and an ATM ministatement.

I had someone last year get a bit arsey over the money laundering checks and he was being evasive. He failed the electronic check so I had to fall back to the old way. He wouldn't produce, continued to be evasive. So, I reported him via the money laundering reporting process. Being difficult is a sure fire way to get yourself investigated.

Feanixxx

I have four accounts with A&L (one current, three savers). I no longer use two of the savers, they have one pound each in them, so I went into my local Santander with two things to do:

1. Close the two dormant accounts.

2. Find out what interest rate I'm currently getting on the savings account I'm using.

I chatted with a chap in the branch and gave him my A&L debit card, my driving licence and my passport. I then asked him to close the two dormant accounts. I'll abridge the following discussion:

"I can't do that, sir"
"Why not?"
"You have to bring me proof that you own the accounts, sir"
"You have my debit card, driving licence and passport"
"You have to bring me proof that you own the accounts, sir"
"And what would that be?"
"Plastic cards, cheque books, statements or some such"
"But I opened those accounts online, they're entirely web-based, I don't receive paper statements and have received nothing from you whatsoever about those two accounts"
"You have to bring me proof that you own the accounts, sir"
"Tell me, on the screen in front of you, you can see the four accounts, yes?"
"Yes sir"
"You can see that they are all sole accounts, in my name only, all at the same address as on the driving licence and passport?"
"Yes sir"
"But you can't close them? I don't care about the one pound in each account, you can keep it, I just want to close those two accounts, that you can see in front of you and which you have ample proof that they are in my name and that I am that person"
"You have to bring me proof that you own the accounts, sir"

I moved on

"Can you tell me the interest rate I'm currently receiving on my main savings account?"
"No, sir"
"Why not?"
"I can't do that, sir, however I can tell you that the interest rate you are currently receiving runs out next week and you should consider chatting with one of our financial advisors"
"But you can't tell me the interest rate I'm getting, even though you know it runs out next week?"
"That's correct, sir, here's my card, please ring me to make an appointment with one of our advisers"

I'm currently cancelling the D/D's and S/O's on my current account, putting them on my Halifax account, then I'm transferring my savings from A&L and simply walking away from them, leaving all four accounts dormant.

Idiots.

MoneySavingNovice

Feanixxx wrote: »

......I'm currently cancelling the D/D's and S/O's on my current account, .... simply walking away from them, leaving all four accounts dormant.

Idiots.

Good idea to walk away, but not the best idea to leave dormant accounts (knowing Santander, the Worlds Worst Bank, they will proberbly attempt to apply a charge later for Dormant Accounts)

If it were me I would, as you say transfer all the money out, then write to them instructing them to close the accounts. Advising them this is you second time giving that request however you were unreasonably obstructed previously and if they fail to close them on this occasion your reply will be to complain.

Might work!

katebl

I got told I couldn't close an ISA with them face-to-face without making an appointment to see one of their advisors a week later - so I rang customer services and closed that and the current account I had with them - did not like the sales technique in the branch one bit!