Santander - does the left hand know........

Frogletina

Sorry in advance, it's a bit long winded

I took out a regular savings account at a Bradford and Bingley branch in 2009 which was an account described as Abbey at B&B - and to me it seemed a great rate of 6%.

Set up my standing order ok, and in October tried to get details of the interest rate by email and then wrote to Abbey, as I had nothing in writing. They advised it was 4.5% - I was sure this was not the case but at the time accepted what they said, not sure why I didn't take it further then.

In February I had to delay the date of the standing order, but I told Abbey at my local branch that I had amended the payment to the 25th of the month and they seemed ok with that. Then later the same week, realising that February was a short month, I went back in to be told that it was my fault amending the standing order and there was nothing I could do. My bank had sent the payment so it was on its way and they would not take a cash payment and I would lose all the bonus interest - March was my last month so I paid a 13th payment then anyway.

My first complaint letter was replied to (by now it was Santander) - to sum it up, sorry, you will not be compensated for loss of interest as it is your fault, we sent you a letter in October reminding you about payment dates in response to your letter about the interest rate - but if you are not happy with this, please contact our complaints team.

Letter to complaints team - summing up their reply, sorry you were unhappy with the previous response, I have noted that you have not been affected by the late February payment as you have made 13 payments (thank goodness I made the last one). You have been paid the interest in full and it was earned at 6%


Ok, so financially I have not made a loss but the customer service was, shall we say, a bit of a shambles?

juicyjude

Thats why they are called Shabbey (Abbey)! And of course Shamtander!!

fairtrade

Frogletina wrote: »

Ok, so financially I have not made a loss but the customer service was, shall we say, a bit of a shambles?

Only a bit of a shambles? They must be improving!
This is what we have come to expect from WeDon'tCare, sorry mistake, Santander.