Santander has completely blocked my account.

thekidsmum82

Hi, sorry if i have post this in the wrong place.
Over a week ago i tried to use my santander debit card at my local cash point, it was refused.I contacted Santander and was told my account was now blocked.I have rang them over 30 times, i have been to my branch 3 times and it's still blocked.I have just got off the phone to them and they have told me that HMV had tried to debit my account with £35 and this has been flagged as fraudulant.They want me to get who ever tried to put this money into my account to come with me to my branch with forms of id and proof that it was them.How on earth am i supposed to do this? I am seriously at the end of my teather with these lot.It's a week before christmas and i have no money at all.They will not allow me to draw any out.I have wages, tax credits etc... that are supposed to be paid in tomorrow and they have said because my account is frozen this will not be paid in.I have direct debits and standing orders coming out too.Will i be charged for these? I'm a single mum with 3 children and i have been left with nothing, i'm actually moving in with my mum tomorrow because the electric ran out before, i can't even buy food.Will somebody please please help me.
Thanks in advance
Claire.

ses6jwg

Something doesn't sound quite right to me....

I work in a Santander branch and I've never heard of anything like this and I've dealt with quite a few people who had been unlucky enough to have been victims of fraud. I would suggest you visit another branch, and take with you your latest bank statement, debit card, and a form of photographic ID and a recent utility bill.

As far as I am aware, direct debits will continue to leave your account as normal.

jen245

Who tried to pay money into your account?

thekidsmum82

The lady behind the counter said there is nothing she can do for me, she gave me a print out which reads...Do not execute.Restricted (central services).Refer to alerts.
I have no idea what this means.
Thanks for your help ses6jwg, i'll try that

thekidsmum82

HMV refunded me after an online purchase.They didn't have the items in stock.

ses6jwg

thekidsmum82 wrote: »

The lady behind the counter said there is nothing she can do for me, she gave me a print out which reads...Do not execute.Restricted (central services).Refer to alerts.
I have no idea what this means.
Thanks for your help ses6jwg, i'll try that

She has fobbed you off. Ask to speak to the Branch Manager.

Sadly, this is typical of many Santander branches, especially former Abbey branches which have no ethos of customer service like many A&L and B&B branches.

I would suggest you visit a smaller branch, rather than a city centre, ideally a former A&L or B&B (before anybody scoffs, I have seen the service scores of averaged over 2010 of A&L vs. Abbey and the difference is shocking).

Take all your ID with you, explain that you have suspected fraud on the account and need some help getting it sorted, and ask to sit with a PBA who will go through with you to the correct department, and explain that you are struggling. Don't kick off. Good luck.

I have dealt with someone in your position. It was simply a case of going through to fraud, confirming your identity, they will then confirm transactions with you, and remove the blocks.

thekidsmum82

Thank you so much ses6jwg, you have made more sense than half the plant pots i have spoken to in the lastweek.

ses6jwg

Have you rang the customer service line?

08459 724 724

thekidsmum82

Yes i have, numerous times.They told me i had to go into branch to sort it out.Which i did 3 times but it's still not sorted.

ses6jwg

Yeah they would do that, as they need somebody from a branch to verify your identity via photo ID etc.

All I can suggest is you try a smaller branch, ideally not a former Shabbey Abbey. If you walked into our branch I can pretty much guarantee it would be sorted within half an hour if you photo ID and your card with you.

Old_Git

I had my account abbey account frozen last year .I went to to the bank and said !!!!!! I want to close the account ,they said I couldnt as it was frozen .I made an appointment to close it and when I arrived they had no record off my appointment .Oh and if the account is frozen no payments will go in or out including direct debits.