Santander - Major C***-up - Poor service.

Cmdr_Bond

Link added to original post

OKAY - I think we are getting somewhere.

Today (15-02-2011) I received the final part of my e-banking logon details.

I logged in and could see MY accounts - well my 2 bank accounts anyway, saving was not showing.

Anyway, I managed to put a wrong number in for my OTP as I was testing out the security, so I had to phone them up to get that switched back to my original number. Whilst on the line I asked if they could link my savings account back in - logged off and back on and there it was.

So hurrah - I have e-banking and access to all my accounts and none of my brothers.

He should have received his new log-on details today as well, so we will find out how his goes tonight and then be making a phone call to make sure our profiles are "correct" then start to talk about compensation.

In other news, my house insurance has agreed to pay out for a problem with my drains - maybe I should by a lottery ticket tonight?

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ERICS_MUM

Cmdr_Bond wrote: »

OKAY - I think we are getting somewhere.

Today (15-02-2011) I received the final part of my e-banking logon details.

I logged in and could see MY accounts - well my 2 bank accounts anyway, saving was not showing.

Anyway, I managed to put a wrong number in for my OTP as I was testing out the security, so I had to phone them up to get that switched back to my original number. Whilst on the line I asked if they could link my savings account back in - logged off and back on and there it was.

So hurrah - I have e-banking and access to all my accounts and none of my brothers.

He should have received his new log-on details today as well, so we will find out how his goes tonight and then be making a phone call to make sure our profiles are "correct" then start to talk about compensation.

In other news, my house insurance has agreed to pay out for a problem with my drains - maybe I should by a lottery ticket tonight?

I'm relieved on your behalf, well done for persisting and keeping "your cool". Fingers crossed for your brother's accounts. Have you opened new accounts with another bank yet ?

Linda xx

PS hope you pick the right numbers !

Cmdr_Bond

Not yet - but that is in the works.

Just signed up to the Barclaycard 17 month 0% balance transfer.

Cmdr_Bond

Added to first post

Well, it is confirmed - my bro can log in and see his accounts only YAY

Just need to speak to our complaints resolver about resolving some money in our direction

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gilly1964

seafarers_wife wrote: »

seriously move banks once it is all sorted

i had the mispleasure of working for them (thankfully not in the branch) and when i left them and moved house and went to the branch to change my address the trainee managed to majourly screw it up, blocked my accounts, blocked my online access and put me through months of hell. in the end i lost the will to live and got a friend that still worked for them to go and check what was happening. once she had told me what was showing on the system i hit the roof at complaints as it could have been sorted with a couple of clicks basically! a few hundred quid in compensation later with me agreeing to sign a waiver saying i wouldnt go to the ombudsman! by that stage i just wanted to get rid of them so that i could move on.

i had direct debits not paid, i had standing orders paid twice, i had old standing orders re-instated and paid, i had charges upon charges upon charges due to their incompetance. its not worth the damage they will eventually do to your credit rating. when they are good they are great but when they screw up its hell.

good luck with them, keep detailed notes of who you speak to, what time you speak to them, and the jist of it as it will be needed at some point in the future.

As I understand the DPA your friend should not have done this for you - so in doing so has knowingly breached the act.

Cmdr_Bond

Link added to original post

Time for an update methinks - On the Wednesday last week (23rd February, 2011), I received the following letter and my brother received a similar letter.

21 February 2011

Our Ref: DST #######

Dear Mr ####

Thank you for contacting our ########### branch and for taking the time to speak with me on several occasions over the past few weeks. I'm sorry you've been so unhappy you felt you must complain.

Your complaint was passed to me in the Central Complaints Helpline Department, as I wanted to ensure that your issues were fully investigated as quickly as possible.

I understand that your profile was merged with that of another Santander customer and as a result your internet banking was affected. I am also aware this error has impacted your Credit Report. Please accept my sincere apologies for any inconvenience caused due to this matter.

We work hard to provide a level of service that is helpful to our customers and I am sorry this has not been your experience. clearly, this does not reflect the professional image we intend to portray and it is obviously not the level of service you would expect to receive from Santander. pleas be assured, your feedback has been passed to the management responsible, for the business are involved, so this matter can be addressed.

I can confirm your profile has now been separated and that all accounts showing under your profile belong to you. I am also pleased the issue affecting your internet banking has now been resolved.

In recognition of the inconvenience you have been caused I would like to offer a goodwill gesture of £150.00. Should you wish to accept this please send back the acceptance form enclosed to the address at the top of this letter.

I hope you feel I have offered a fair resolution to the issue you have raised with us. However, if you are not satisfied with my decision, you can refer your complaint to our Central Complaints Department. Please see the enclosed leaflet for contact details.

You may still have the ultimate option of referring your complaint to the Financial Ombudsman Service and the contact details are also contained in the leaflet. If we do not hear from you within 8 weeks we will consider your complaint closed.

I'm sorry you felt the need to complain on this occasion but I'm confident that your future experiences with Santander will be positive.

Yours sincerely

#### #######
Complaints Resolver

Well, in light of that letter we were trying to decide whether to accept or push for more (we both aid if they had offered £200+ on the first offer we would have accepted outright). In the end we decided to push for more, but have as yet to be able to get together and draft our letters.

Any suggestions or templates would be most welcome.

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Cmdr_Bond

Added to first post

Well, well, well - it seems they can't do anything right. Shock Horror.

Last night I made 3 purchases through the Android Market ($6.99/£4.31, $0.99/£0.61 & €0.99/£0.84). This morning my brother received a phone call from the anti-fraud team about these transactions.

Of course, he denied all knowledge of them because he didn't make them. He has checked his mini statement, and they were not showing. I checked the statement for the account I made the payments from and they were not showing there either - so it may be that the vendors have not been paid for the stuff I downloaded.

Going to contact anti-fraud to make sure my cards are not blocked now.

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ERICS_MUM

Personally I wouldn't settle for £150, but don't hold out much hope for any more.

As I mentioned at the beginning of this sorry tale, it took Abbey 6 months to refund several fraudulent payments totalling £20,000 taken from my sister's account on the day that Abbey credited that amount to the account as a mortgage draw-down (inside job? naah, as if !!).

They offered £300 and completely refused point blank to pay any more. They said it would cost them £300 in fees if we went to the Banking Ombudsman, so they would "take their chances" - how true this is I have no idea.

My brother in law didn't want to take it any further so they accepted the £300, but I'm still fuming that Abbey got away with such a big c0ck-up for the paltry sum of £300.

Good luck. Take the first opportunity to switch all your Santander banking to a decent bank. (My sis went to Nat West and 2 years down the line is completely happy).

Linda xx

Cmdr_Bond

well I have already opened a sole account and a joint account with Lloyd's TSB as my wife already has accounts with them. Just gave payroll my new details today. Will start moving DD's 1 by 1 after they are taken from my current account.

Cmdr_Bond

Added to first post

OK, yesterday (2nd March, 2011), I contacted our complaints guy who felt this was a separate issue (he was accusing the fraud team of getting the wrong detail - I did suggest that they should be using the details linked to the card used and not sticking a pin in a phoneboook, but he still felt it was a separate issue), so he raised a new complaint (which unfortunately would be dealt with by someone else). I stayed on the line untilled I had the new reference number.

I then contacted the anti-fraud team on the number they called my brother from. Only to be told the card (linked to my bank account, which now correctly points to my name and address) points to my brothers name and address.

I re-contacted the complaints guy, and left a message explaing the issue and that I would now be uncontactable due to work.

I got a voicemail yesterday and a phonecall this morning, basically saying they have found the issue, it IS related to our original complaint, I.T. are looking into it as a priority and it should be sorted by the weekend. He went on to say that he would contact us when he had resolution and have another look at the offer of compensation.

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