Santander *spit* any advice?

catch_me_if_you_can

Back in July I decided to transfer my account to Santander for the £100 switch bonus. I applied online, opening a saver account at the same time.

I received letters in July giving me my account details, stating that my account is open. I have the log in details so I can view my accounts online. I have my bank card and PIN.

I have never been able to pay money in to the account - have tried on numerous occasions but it bounced right back to my "old" account with another bank.

I tried phoning them on numerous occasions. I've spoken to probably every single "advisor" that works there who state varying reasons for my not being able to pay money in - "there's a block on your account - can't see why" "you must have made a mistake on the account details" "you're using A&L details and we're Santander" :mad:

I have also spoken to the New Account team who have promised to "resolve this by tomorrow" also on numerous occasions - having confirmed that there IS a block, they then say "the person who put the block on isn't in today, will get them to ring you"

I have visited 2 branches - old Abbey and old A&L on at least 5 occasions who each time have said it must be an ID issue and photocopied my driving licence and said "leave it with me, this will be sorted by tomorrow"

Each time I never had a return phone call/email/letter. I heard NOTHING until I put a complaint in on Santander website. I gave my number and the best times to catch me when I could talk - all day Mondays, then during my lunch break 1:00-2:00 and after 4:30 tues-fri. So they phone at 9:30/2:15/4:00 and then email to say that I wasn't available to talk to them.

Two days after complaining later I received a letter asking me to provide ID within 3 weeks or they close the account.

This was dated 3rd SEPT. The account was opened 20th JULY. :mad:

I sent off copies of my passport & Driving licence and heard nothing.

I phoned on 15th Sept to check they had received it and spoke to another advisor who said there has never been a block on my account and not to worry about the ID letter, he would look into it further and get back to me on Friday.

I wasn't happy about this, fully intended to phone them again yesterday to chase it up as I'm getting so infuriated by their total lack of customer support when they phoned me yesterday and I was able to take their call.

So I explained what I had gone through, she told me to hold while she spoke to the account opening team, she then came back and said that my account was to be closed as there was conflicting info on my application to the records they hold. I last held an account with A&L 5 years ago and in that time had changed jobs, changed address, divorced, cleared debts you name it etc... I asked what info and she said "a letter went out to you in July to explain"

Errr no, I have never received this alleged letter and if that was the case why did they write to me in Sept for ID?

I pointed that out to her and the fact that they had this week sent me a new bank card as I had destroyed the other after yet another fruitless phone call and she said "that's done by different departments"

then after she said a "duplicate" letter will be going out to me, she asked "was there anything else I can do for you today?" :mad:

Fuming is not the word!

I'm not expecting the letter to tell me the reasons why they rejected me, it'll be a standard "can't offer this facility" I think.

Bearing in mind the fruitless phone calls/visits to branch and their general lack of communication, is there anything else I can do?

Any advice appreciated.

vaporate

Why go with them after hearing bad views about them?

asking for it.

olly300

Simple advice - if a bank treats you that badly when you attempt to open an account they don't want your custom so go elsewhere

Rochdale_Pioneers

Spitting when their name is mentioned is good advice.

AnonymousForObviousReason

Sounds about right for their quality of service.

thatsean

Given this utter balls up, why are you trying so hard? Wouldn't cutting up the cards and returning them with a closure letter be so much easier? for some reason they don't want you, and if you've much about you, after this you'll stay away.

You could use their official complaints procedure if you want to, but why spend more time on it?

catch_me_if_you_can

yeah just wondered if I had any cause to complain to financial ombudsmen!! Hence the post.

AnonymousForObviousReason

Well if it's been 8 weeks then yes else no, banks have that long before you can go to FO.

Honestly think what do you want from it and how much time is it worth to you? If it's just to go on record to state you had poor service and you're happy to fill out forms then go for it.