I need advice problem with Santander

ofrex23

I pay my Santander mortgage by cash... i go into my local branch and pay in different amount on different days of the week untill i have the total mortgae payment in the account before the 1st of the month.

I had an arrangment to pay of a small amount of arrears so didn't notice at first that there was a problem until i received a letter to say my arrears were over £1000! I contacted them to be told i had only made one payment last month!
Thank god i kept my receipt to prove i had payed more during last month... only to find out that the cashier had put it in the wrong account!
She said i wasn't to worry and they would find it (as if it were travelling around in cyber space)
Today i have been told that they can't find it! even though i have a recipt to prove it was paid!
This rings alarm bells with me as when i contacted the mortgage dept thay said there were several months were the complete payment was never made! so i am beining to think that there is more than one payment gone missing.... the worst thing is that it sounds like even though \i have proof of one payment being mistakenly put into a wrong account they are not even going to compensate me for this when it was clearly there error! so what chance do i have when i have no receipts to all my payments. to try and prove that there may be more than one payment being put into a none exisiting account!:(

roger196

See if there are security cameras in the branch. Write to complaints department asking to see the footage and for how long they keep video records. Insist they do not wipe any records. This will give the time and dates when you visited the branch. From this they should be able to identify paying in slips and entries into their computer system. Only handover photocopies of any receipts you have as originals can get "lost".

Where and when do you get the cash. This might help you to re-construct the times when you visited the branch and possibly the amounts.

haras_nosirrah

changing to direct debit would stop this problem. The problem you now have is with missed/late mortgage payments on your account you won't be able to get another mortgage for the next 6 years.