Santander problems.

Melbat

Hi All,
My husband and I have had an account with Abbey (now you know who) for about 15 years,up until last Thursday we had never had a problem with them.

On Thursday I went to the local shop and used my debit card which was declined (which it shouldn't have been as I had already checked the account balance online).So asking nice shopkeeper to put my shopping aside while I nipped to the cash machine I went to withdraw the cash instead.On checking balance on said cash machine I found that the amount that had been declined at the shop had disappeared from my account.

I called CS(an adventure in itself) and after the first call which was probably about 30 mins in all with 20 mins of that being on hold was told that the payment had been authorised and I could return to the shop and all should be ok.Of course it wasn't.

Returned back home to call CS yet again was asked if I could hold for a little while whilst he spoke to somebody in the card department and was cut off after 25 mins on hold.

Rang CS again and spoke to a different person,explained what had happened and she asked could she put me on hold while she spoke to someone else:mad: told her if she promised she wouldn't cut me off that would be ok I suppose.She came back about 10 minutes later and put me through to another woman .I asked new woman did she want my details (all previous people had wanted to know the ins and outs) to which she replied, "Details of what?" (I didn't hold out much hope any more)
So,she basically tells me if I go back to the shop again and ask them to fax santander explaining that they wouldn't accept the payment all would be well and good in an hour or so. I thanked her for being unhelpful and ended the call.

OK,Checked the account yesterday online and have been charged for an Unarranged Overdraft charging 1p ,checked again today and the same has happened again.The account is not overdrawn and hasn't been for at least 2 years now.

So,my question is,do I stage a sit-in at the local branch to try and resolve the problem or try again with CS when I have back the will to live?

Thanks in advance for any replies.

Mel

Loughton_Monkey

Melbat wrote: »

So,my question is,do I stage a sit-in at the local branch to try and resolve the problem or try again with CS when I have back the will to live?

A sit-in is one suggestion, but to my mind is wasting rather too much time. If you know a builder (preferably the one who bricked up a Barclays Branch the other day), he can repeat the task at your branch.

Far easier, might be to take a plastic card. An old used 'gift card' without your name on it is ideal. Absolutely smother it (apart from 1 cm clear end where you can hold it) with super-glue and poke it in their machine. It may, or may not, pop out when automatically rejected. These machines are, I believe, quite expensive to repair.

Just another thing just to make you feel better - if you use Internet Banking - is to change your Sign-on ID. You have up to 26 characters, and must use at least 5 letters. Think of an appropriate 'message', ensuring adequate use of the "f" and "b" keys. [Your only downside being that whatever you use, it is likely to come up with the message "[B]Sorry, this user ID has already been taken[/B]".]

Melbat

Loughton_Monkey wrote: »

A sit-in is one suggestion, but to my mind is wasting rather too much time. If you know a builder (preferably the one who bricked up a Barclays Branch the other day), he can repeat the task at your branch.

Far easier, might be to take a plastic card. An old used 'gift card' without your name on it is ideal. Absolutely smother it (apart from 1 cm clear end where you can hold it) with super-glue and poke it in their machine. It may, or may not, pop out when automatically rejected. These machines are, I believe, quite expensive to repair.

Just another thing just to make you feel better - if you use Internet Banking - is to change your Sign-on ID. You have up to 26 characters, and must use at least 5 letters. Think of an appropriate 'message', ensuring adequate use of the "f" and "b" keys. [Your only downside being that whatever you use, it is likely to come up with the message "[B]Sorry, this user ID has already been taken[/B]".]

Ah,those are options I hadn't thought about maybe something to look into when I have my cash back

Mel

pmduk

Firstly you open a new account elsewhere. Then tell them to stick their account where the sun don't shine.

Melbat

pmduk wrote: »

Firstly you open a new account elsewhere. Then tell them to stick their account where the sun don't shine.

This is our plan once they have returned our cash

Mel

Er17fidge

I have been with abbey for 18 years and although I did have problems with them, since santander took over its now worse!
My card was declined last night in a restaurant twice!!! even though I have £500 available in my account. This has happened before, and when I ring the call centre I am told there is no problem.. I am nervous every time I use the debit card now.
They also sent me a letter 2 weeks ago advising me that "as requested, my account has been upgraded on 16.9.10". I rang the cc and asked what has been upgraded to what as I have not requested anything whatsoever. Again, they were useless, and could find no record of any letter going out and to ignore it. My statement then arrived and it clearly shows a change on 16.9.10 to the interest rate on my overdraft. I have sent a letter of complaint but will not hold my breath for a reply....I am planning to change bank account asap.

young_money_saver

Melbat wrote: »

Hi All,
My husband and I have had an account with Abbey (now you know who) for about 15 years,up until last Thursday we had never had a problem with them.

On Thursday I went to the local shop and used my debit card which was declined (which it shouldn't have been as I had already checked the account balance online).So asking nice shopkeeper to put my shopping aside while I nipped to the cash machine I went to withdraw the cash instead.On checking balance on said cash machine I found that the amount that had been declined at the shop had disappeared from my account.

I called CS(an adventure in itself) and after the first call which was probably about 30 mins in all with 20 mins of that being on hold was told that the payment had been authorised and I could return to the shop and all should be ok.Of course it wasn't.

Returned back home to call CS yet again was asked if I could hold for a little while whilst he spoke to somebody in the card department and was cut off after 25 mins on hold.

Rang CS again and spoke to a different person,explained what had happened and she asked could she put me on hold while she spoke to someone else:mad: told her if she promised she wouldn't cut me off that would be ok I suppose.She came back about 10 minutes later and put me through to another woman .I asked new woman did she want my details (all previous people had wanted to know the ins and outs) to which she replied, "Details of what?" (I didn't hold out much hope any more)
So,she basically tells me if I go back to the shop again and ask them to fax santander explaining that they wouldn't accept the payment all would be well and good in an hour or so. I thanked her for being unhelpful and ended the call.

OK,Checked the account yesterday online and have been charged for an Unarranged Overdraft charging 1p ,checked again today and the same has happened again.The account is not overdrawn and hasn't been for at least 2 years now.

So,my question is,do I stage a sit-in at the local branch to try and resolve the problem or try again with CS when I have back the will to live?

Thanks in advance for any replies.

Mel

(you know who) santander the voldemort of banks

zppp

Loughton_Monkey wrote: »

Far easier, might be to take a plastic card. An old used 'gift card' without your name on it is ideal. Absolutely smother it (apart from 1 cm clear end where you can hold it) with super-glue and poke it in their machine. It may, or may not, pop out when automatically rejected. These machines are, I believe, quite expensive to repair.

:eek: And inconvenience every one else who are trying to go about their own business.

(By the way it would class as criminal damage, and if it costs to much to them, they will check CCTV etc to bring criminal charges)

Loughton_Monkey

zppp wrote: »

:eek: And inconvenience every one else who are trying to go about their own business.

(By the way it would class as criminal damage, and if it costs to much to them, they will check CCTV etc to bring criminal charges)

It was, I agree, a flippant suggestion, and one that would indeed inconvenience other customers.

There is no need to inconvenience customers in this way. Santander are doing it perfectly well on their own!

dvnly

Just had both my Santander cards declined for the measly sum of £2.85! Similarly was unable to withdraw cash!

Very angry and will certainly be complaining in branch tomorrow.

pmduk

Why waste your breath complaining to the branch? They can't/won't do anything.