Santander adding late payment in error

karen24_2

Looks like Santander seriously need to get their act together. Got my Evans essentials statement today, recently taken over by Santander. My statement clearly shows my regular direct debit payment and an extra payment made by myself, they have then had the cheek to add a late payment fee.
I rang them straight away, got put on hold for ages then the advisor says "yes we'll refund the late payment fee". I then say "so you acknowledge this is an error on your part?", the advisor then said "yes it's due to a new computer system and all Evans customers have had this problem". I did check if I would have this problem with any other Santander accounts and was told no only Evans. I went on to say that I will be checking my credit record and if this shows as a late payment I will be reporting them to the ombudsman. Anyway he assured me it wouldn't, we'll see...
So basically what I'm saying is, if you have an Evans essentials card check your statement carefully.

Mrs.T20

I had a similar experience with the credit card. The statement (with payment slip) arrived 5 days before the payment was due. I spoke to an adviser and they said that the statement was sent out late and I would not be liable for any late payment fees. The monthly direct debit was set up for a nominal amount.

This months statement has arrived. There are no late payment fees as promised, but the direct debit has been set up for the whole amount payable :mad: I contacted them and they said that they will amend it for the correct amount. I have been assured that this has been done but my instinct is not to trust them and call back again in a few days. I have lost all faith in Santander and will pay off and close the card asap. It has caused more hassle than it is worth.

karen24_2

I think what annoyed me most was the tone the adviser used, he spoke to me like he was doing me a favour refunding the late fee. I don't intend having a balance on the card for long as it's at a higher rate than my credit card and overdraft, I really need to stop spending and clear the debts!

Angela4

Hi, I received another late payment fee from Santander. My account was clear and I bought items from Evans on my card - but according to the statement, two days after purchasing these goods on my zero balance they put on another late payment fee! I think I have spoken more to these people that my own family this month, and yes they did me a huge favour and remove the £ 12.00 late fee
that shouldn't have been there - aren’t they great!:T

I rang today and asked for confirmation that my details had not been sent to any credit reference agency as I received another letter, but all they could say was 'please accept our apologises and I assure you this has not happened - how can I be so sure??:mad:
The advisor claims that this is a computer error - but surely the computer is only following the actions programmed into it, therefore it is human error! Cancelling the card seems to be the only logic thing to do, but I fear even if I cancel they will still send out late fees! I too have lost all faith in Santander and think the stores should consider how badly the customers have been treated, after all it was them who got us to join!