Santander, hell already...what do I do?

AmigaFun

Hi all

My first post here, so be nice!!

I am wondering what my options are with regard to a bit of a problem with Santander. I signed up online for the current account and switching service to take all my DD's from Nationwide (a seperate story!) to my new account. Well, it seemed to be going well until last week when my health club rang me to say my direct debit had not gone through. I checked my new account and it said the DD was due to start on the 6th Oct, but the club wants to take the money at the begining of the month. So slightly imbarrising already.
Now today was the major issue. I first discovered my mobile was not recieving MMS texts at all. But put it down to network issues. However, this evening I tried to call home to let them know I was on my way and was put through O2's recorded message stating my bill has not been paid. I had to pay over the phone by card. I still can't make out going calls though..maybe 24hrs, so O2 say. Checking Nationwide, I can see that the O2 DD is still there and active, but on Santander, it's not listed. What is there is the DD for my O2 Home phone and Broadband.
So, who is at fault? What can I do? Can I claim from Santander? Will a non paying DD show against a credit record check???
I am switching back to Nationwide because better the devil you know, but on Saturday, who will I be shouting at?

Thanks all

AnonymousForObviousReason

You shout at Santander by the sounds of it, they haven't done the transactions properly. You can ask for a refund of any charges and ask they help sort out the credit file. Also phone the companies up (especially the mobile as they can be right gits), explain what's happened and pay by debit card.

Snakeeyes21

AnonymousForObviousReason wrote: »

You shout at Santander by the sounds of it, they haven't done the transactions properly. You can ask for a refund of any charges and ask they help sort out the credit file. Also phone the companies up (especially the mobile as they can be right gits), explain what's happened and pay by debit card.

But dont count on the charges being correctly refunded, 6 months ago I was meant to have around £300 worth of charges refunded because the stuffed up closing my account, they said they were refunded and my account closed, all in writing, 5 months down the line I got a demand for payment for 500 odd quid, one very stern letter later and they say its all sorted, but i dont hold my breath they are completely incomptent

Get out as fast as you can, run forest run

AmigaFun

Thanks guys, so Santander get to have there ears burned off?
Am I not covered by the Direct Debit guarantee still in this case?

xtiger-lilyx

Its the company as opposed to the bank who control the aspect of claiming the direct debit, under the DD guarantee if the company hasnt collected the DD on the correct date or collected it at all in your case, then its the companys that should be reimbursing any fees that have being caused due to their error, not the bank.

AmigaFun

Hey, it was all my fault apparently. The nice lady in Santander said I did not read the small print. Silly me. There I was thinking that when I gave them authority to take all the DD'd from Nationwide to them, they would look after everything, and if anything goes wrong they will pay any charges if it fails.
Well it turns out that I should have:
A: Not to have worried about informing any companies I have DD's with, to let them know that I was changing banks.
B: Informed all the companies I have DD's with that I was changing banks. Hmm, difficult that if I don't have an account number immediatly, and a DD takes 31 days to 'action'.

This everyone, is what it all boiled down to in the ensuing argument I had. I was also told quite forcefully that I was not listining, well I was...the phrase 'weasels' spring to mind here.

What a bunch of jokers.

MoneySavingNovice

AmigaFun wrote: »

Hey, it was all my fault apparently. The nice lady in Santander said I did not read the small print................. .....................................................................I was also told quite forcefully that I was not listining, well I was...the phrase 'weasle's' spring to mind here.

What a bunch of jokers.

Typical reaction from Santendire (and for that matter not untypical of other Spanish firms). They they make a mess up and instead of admitting it and putting it right they blame the customer.

I sure that you were listening but I'm guessing you found it hard to swallow what appears to be deliberate miss-information.

If you had not already done so make a formal 2 complaints, the first about the poor service you have received and the second about the miss-information that you were told during your meeting or call.

Finally I would advise you move banks. First Direct and the Co-Operative including smile have good reviews here for customer service. (sorry just realised that you have already done this)

Good Luck with your complaints.

AmigaFun

MoneySavingNovice wrote: »

Typical reaction from Santendire (and for that matter not untypical of other Spanish firms). They they make a mess up and instead of admitting it and putting it right they blame the customer.

I sure that you were listening but I'm guessing you found it hard to swallow what appears to be deliberate miss-information.

If you had not already done so make a formal 2 complaints, the first about the poor service you have received and the second about the miss-information that you were told during your meeting or call.

Finally I would advise you move banks. First Direct and the Co-Operative including smile have good reviews here for customer service. (sorry just realised that you have already done this)

Good Luck with your complaints.

The lady was nice enough to give me a complaints form, that I need to fill out. To be honest, this is my first experiance of swapping banks and this has put me off trying it again. For now though I have opened a Lloyds TSB account so when Nationwide shut the agency down at least I can put cash in to a bank and transfer it to Nationwide. Not ideal as I want to give two fingers to Nationwide over there resent 'improvements' to the Flexaccount.
My dad and I think tha there must be a banker insider at Nationwide and thats why they are making the Flexaccount rubbish, in the hope customers leave and join the banks...only a thought.