A&L to Santander - left high and dry

annecan

As a former A&L premier 50 account holder I wanted to open a Santander in-credit account. I had to forego the £100 credit as I am part of their new acquisitions.
The account opening was quick, but they decline switching my DD mandates and SOrders (I have a lot) and I was advised to go into a branch where I MAY get assistance.
When I went to 2 Santander branches, I found they are so busy - no reception and queues.
I know they can do the switching, so why are A&L customers left to go the long way round?
I have been an ongoing customer for 26 years with A&L/Girobank and have been very pleased with the customer service. I can see the contrast that Santander is giving to its new acquisition.
I can get easily get a switch service with a cash benefit with another bank, so why do I have to continue with this kind of customer non-service?
I had no choice in moving to Santander, but I do have a choice whether to stay.
Just thought I'd share this and wonder whether other A&L customers have notice the difference.

babs98

I joined National Girobank in 1969 and loved the Giro Transfer and the facility to get cash from a post office. Service declined when it became A&L and has nosedived with Santander to the point where I am considering transferring everything to Barclays. Santander office, A&L office and A&L local branch all seem to use different systems. The deal breaker is that when I try to open a new savings account online I'm told to send documentary proof of id despite having been a customer for so long, being on the electoral register, having credit cards and accounts with other banks - it would be easier and faster if I just went into the local branch and operated the account from there. When I wanted to open an account with another online bank which also required documentary proof of Id (reasonable because I had no previous contact with them) A&L branch staff said they weren't allowed to sign (validate as bank officials). Seeing the Barclays manager today and if he's polite and efficient I'll start moving my accounts to them.

Bettie

I started with Girobank, I don't know how long ago... 30 or so years? I've never had a problem, not with them or A&L. I set up a new ISA with Santander a few months ago in no time at all, it was practically instant. I've set up direct debits myself online and cancelled direct debits myself, ordered envelopes and paying in books. I haven't actually had to deal with a real person for many years. I am well pleased.
Time will tell if I get problems when I want to transfer my ISA to someone else, heard that can be problematic for some but at the moment I am more than happy with the system.

portvilla

I have also been with Giro the A&L and been completely happy I have been trying to downgrade my premier 50 to an ordanary account with no fee and no extras what a mess no one new how to go about it either in a branch or on the phone so I gave up I have now noticed they have put up the monthly charge from £10 to £12 a month without a word think I might start all over again

davehughes182

portvilla wrote: »

I have also been with Giro the A&L and been completely happy I have been trying to downgrade my premier 50 to an ordanary account with no fee and no extras what a mess no one new how to go about it either in a branch or on the phone so I gave up I have now noticed they have put up the monthly charge from £10 to £12 a month without a word think I might start all over again

We have had a lot of customers query this and from what I am informed and have noticed, customers where told about this change i account costs back in June when the switch to Santander began. I

In regards to down grading an account, this can no longer be done online or by telephone and has to be arranged with a local branch which I understand can be a bit of a nightmare :mad:
The Post Office withdrawals are still available and the amount that can be withdrawn has actually increased. The reason it ceased initially was due to the post office discontinuing the service for a short while.

I must admit though, I am a former A&L staff member now dealing with Santander and the abuse we get is unreal considering we are only doing and advising what we are told. I understand no one likes change and when its your money we are dealing with, it can be worrying times, but from a personal point of view, I can only see things improving

juno

A+L decided to block my card, so I went into my branch and they don't know why. They're sending me a new card, and I can withdraw cash over the counter. The staff were lovely though, although it was really busy.

portvilla

Well they might have informed A&L customers of the change back in june but not me I have had nothing from them at all I have contacted them about it and am still waiting for a reply it will probably be a while

baublebag

Santander are shocking, I just cannot believe how I've been treated since they took over A&L. They are just abysmal. I feel so sorry for the friendly staff in the former A&L branch, they just look shellshocked.