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

izools

Cmdr_Bond wrote: »

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.

So basically, you're no further on, the bank are trying to palm off old information as new information ("Oh look we've found out it's to do with IT! Get us! We're making progress" - no; you already knew that Santander...)...

...And they've cleverly used the two words I've highlighted which means they might possibly do something maybe perhaps but certainly aren't under any obligation to and you can't come back saying "I was told this would happen" as there's no certainty in what he told you.

What an appauling shower of sh!te. I hope you refuse whatever offer of compensation they come up with and take this higher. They deserve a crippling fine and publicity that is certain to reveal to the general public just how shameful a 'bank' they are.

Good luck! :beer:

sunnshinegurl

This whole situation sounds ridiculous. As for people saying you should keep it short, I always put all the relevant information in when writing to companies or emailing, that way they have all the information/details they need and clearly state what happened, when, why etc etc. I hope you get this sorted out eventually. I too have had/am having problems with Santander, they should have removed my name and details from a joint account I hold (note I still put HOLD!) with my ex-husband over 4 years ago, but the paperwork has been lost/not found/shredded - whatever but it is nowhere to be found. Next step is the Financial Ombudsman and the Daily Mail who really seem to hate Santander almost as much as I do, and who have reports of their incompetence and distinct lack of Customer Service skills on an almost daily basis in their paper.

Barbarella2

I also have a big gripe with Santander.
As my late mother's executor, I am preparing the papers for probate and have to get to an accurate statement of her various savings accounts at the date of death. I got a reply from all the other banks within a week except for Santander and it is now over two weeks since I wrote. Our local branch is only an agency and they couldn't help except to give me an envelope addressed to the probate department (they apparently have one). I have tried ringing their customer services department but it just rings out and I've looked on the Say No to 0870 website and it just lists pages and pages of numbers and (you've guessed it) all of them ring out or take you round in circles. This is now holding up Probate and I am tearing my hair out :mad:

It doesn't help to know that (1) my brother has had major issues with Santander and would never use them again (2) my solicitor warned me that they are a nightmare to deal with for this sort of thing and (3) I have a friend who works in the agency who says they are awful to work for, keep agency staff in the dark, and she has been physically threatened by customers and want to vent their frustration with the company.

If anyone has had a similar experience, I would be pleased to know if they resolved it, especially if they can give me a telephone number which someone at Santander actually answers.

ERICS_MUM

What I should have mentioned in my earlier posts about my sister's trials and tribs with Santander, is that I e-mailed a member of their board of directors in Spain with the complaint. Within 24 hours I had a call from a manager in the relevant UK dept and she got the prob sorted finally.

It's worth a try. Choose a director (one with International, UK or Cust Services in his description), click on the tools box to the right and select the contact form. Mark your complaint for the attention of said director. Complain in english, not spanish !

http://www.santander.com/csgs/Satellite?accesibilidad=3&canal=CAccionistas&cid=1148977291609&empr=SANCorporativo&leng=en_GB&pagename=SANCorporativo/Page/SC_ContenedorGeneral

Cmdr_Bond

Very useful to know, Thanks.

I am going to see what answer they give me on Monday. bear in mind that when fraud called my brother, our complaints resolver was initially blaming the fraud dept for looking at the wrong details. I told him that I thought this would be strange as surely they would look at the details on the account linked to the card used. He assured me there and then it was a new issue. well I was sure it wasn't so called the fraud team myself, gave them MY card number only to be told the card is in the name of BAC and not ABC as it should be.

So I called our guy back and left a message to that effect - and now he has looked into it and decided it is part of the original problem that we have already received one resolution letter for. Thing is, if I hadn't of made a couple of purchase for silly little amounts close together on that card, we would have never known there was still an issue.

So what else can they screw up???


@Barbarella2 - I know a guy at work who has recently had to deal with them (ex A&L) regarding his late wife's accounts. I'll try and contact him and see if he can shed any light - I know he was not impressed with them either.

Cmdr_Bond

kemsimpaipt wrote: »

hi,i'm new here,so much need to learn

Hi - I can only really say one thing - read the first post in this thread and learn from it - then read my signature.

If you go anywhere near Santander after that you have no one to blame but yourself :rotfl:

Welcome to MSE.

Cmdr_Bond

Just been going back through this, reading some of the other posts made...

Cmdr_Bond wrote: »

Thanks - I will probably move accounts the slow way, so as to make sure everything goes all right. I am definitely moving, and I am 90% certain it will be to Lloyds. as my wife already has history with them, so it will make setting up a joint account much easier.

jonesMUFCforever wrote: »

Believe me they will give you the hard sell - I bet they will want you to swap at least one direct debit through their switcher system wink wink :cool:

Cmdr_Bond wrote: »

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.

No hard sell at all on behalf of Lloyds. We went in, got what we asked for and that was that.

izools

Cmdr_Bond wrote: »

Just been going back through this, reading some of the other posts made...







No hard sell at all on behalf of Lloyds. We went in, got what we asked for and that was that.

Unless their crazy system put a Credit Policy Decline marker on your account telling the clerk there's no point trying to flog you any credir products

It's a tricky one that - LTSB are well known for pre-declining very credit worthy customers for any form of lending for years on end. Never mind...

Barbarella2

I have some good news to report - I have finally heard from Santander (a good 10 days after getting the information I needed from other banks) but they have given me the figures I needed to prepare probate papers. I also had to ring them on a small point (on the number on the letterhead) and it didn't take more than a minute or so to be put through AND they were courteous AND they gave me the advice I needed. Well, perhaps I was too hasty to condemn them. I don't doubt they have given bad service to lots of other people, but fingers crossed, maybe I am not one of them :-)

Cmdr_Bond

Link added to original post

Well, I had another phone call this morning (Monday, 7th March, 2011). Our dedicated Complaints Resolver informed be that he had been on the phone to IT, and that the issue was still there, but would be sorted soon - no date given.

He then asked if I would be happy to discuss resolution now, or wait until it had been sorted. Because of my working hours this week, I said I would be happy to discuss resolution, pending the final outcome.

He then offered me £200 - I said I would rather £300 - and he said that he would need to talk to his manager, and would have to get back to me.

The saga continues

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