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Santander - Major C***-up - Poor service.
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I think I am getting the hang of this complaining lark - it would seem that being polite, patient and not greedy is paying off
OK, on Friday (8th April, 2011) we received our statements for the joint account, one of which had incorrect information on it.
Yesterday (Monday, 11th April, 2011) I called and left a message asking them to call me back and saying I would be available all day. As I did not receive a call back, I left another message this morning (Tuesday, 12th April, 2011), this time however, I stated that I would only be available after 3:00 PM.
At approx 11:45 I received a call from our Customer Resolution Manager. I pointed out that I had asked for the call back after 3, and that I only had 5 minutes of my lunch break left. She informed me that she has a lot of meetings in the afternoons (apparently offsite) and could not guarantee the callback after 3. Anyway, I gave her a brief outline of why I was calling.
In our last conversation, which was kept extremely short due to the fact I was at a funeral, she stated she would be sending me a letter. I told her that while I accepted the fact she would be sending me a letter, she had not given me the chance to discuss the resolution. I told her that I appreciated the swiftness of the resolution since she had taken over, and the swiftness of the compensation, but that I felt insulted by the amount of £25.00. She then asked me what I would be looking for. I told her that I didn't think I was being unrealistic in thinking £75.00 would be a fair amount, I explained my reasoning which was that I had agreed to the first settlement on the provision that the issue was sorted within a reasonable timeframe, as this did not happen I said I felt that £25.00 for each week PAST the reasonable timeframe seemed fair, and that this was 3 weeks and therefore £75.00. She told me that she would look into that.
I then discussed the second issue, which was the names on the statement. I was told that this would need to be raised as a separate complaint with a different department. To be fair, I wasn't overly impressed with this news, but it was expected so I took it on the chin.
Anyway, she phoned me back at approximately 4:20 PM - to let me know that the £75.00 had been approved (and this would be full and final settlement) and will be in my account tomorrow. She also confirmed that the other issue would need to be raised with "Tier 1" complaints, and gave me their number. So that is next on my hit list - but I am waiting for tomorrow to see if they give me the remainder of the £75.00 (which would be £50.00) OR if they give me a full £75.00, which is how it sounded over the phone. I am only asking for the former, but will not complain if I get the latter - especially if my next complaint gets nothing (which I am fully expecting).
She also asked me if I wanted a letter, to which I said I would prefer to receive a letter so I have the paper tail.
As always, watch this spaceNot as green as I am cabbage looking0 -
Well I am impressed, I have just checked my account online and there is an account adjustment - not for the additional £50.00 that I asked for, but a full £75.00. Which means to date they have paid me £400.00 - for once they have done something I will not be complaining aboutNot as green as I am cabbage looking0
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I think they are just going to keep putting money in your account! LOL!Debt free and staying that way! :beer:0
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I must say, I had to call and get some popcorn half way through this thread, well done for keeping in there Cmdr, if the computer system is out of whack for something so trivial I think I might have to cross the street when passing any of their branches incase I get sucked into another dimension.
I know we very rarely see good things banks do and only see the complaints, but the amount that come from Santander are clearly staggering.0 -
WELL DONE! and Good Luck.0
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Thanks - Don't forget they paid my bro £300.00 too - that means so far we have stiffed them for £700.00.
Not bad going.Not as green as I am cabbage looking0 -
Santander truly are the pits. It took me a year to get back money stolen from my account.
How much do you think I cheered the other week as I watched demonstrators paint-bombing the branch opposite my building ... :T:T:T0 -
Thanks - Don't forget they paid my bro £300.00 too - that means so far we have stiffed them for £700.00.
Not bad going.
I don't think that you've stiffed Santander at all.
You and your bro have been put to an enormous amount of trouble and inconvenience as a result of what appears to have originally been the modern day equivalent of a small clerical error.
Good grief! Bob Cratchett, toiling in a cold room and armed with only quill, ink and parchment could have sorted out the fundemental problem at issue here in the blink of a bloody eye! Not, however, the mighty Santander it seems!0 -
Just when I thought it was safe to open my post.
My wife and I received our statements for the joint account in the post this morning. One correctly addressed to Mr ABC & Mrs DC, the other however was addressed to Mrs DC & Mrs DC.
OK, this is quite minor in the grand scheme, but it still ain't over.
My wife and I also have a joint account, and every month we get a statement addressed to Mr & Mrs and another with Mrs & Mrs.0 -
Interesting, because we always used to get Mr & Mrs and Mrs & Mr.
Though why we need two statements is beyond me anyway.Not as green as I am cabbage looking0
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