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

Tupperware_Queen

perhaps if you charged them for your time and effort, and for each letter/visit...should be more like £3000!!!!


I know you wouldn't get that, but if they were hounding you, it'd be added to your charges quick as a wink

Cmdr_Bond

Amen to that, but we all know that everything is weighted in favour of the bank.

Cmdr_Bond

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Well well well.

Had a phone call today (Tuesday, 8th March, 2011) from our Complaints Resolver. He has been chasing the I.T. department, and the issue still has yet to be fixed - but (he claims) he is chasing them daily.

Regarding the offer, they have agreed to £300 (this is each, £300 for me (to share with my wife ), and £300 for my brother). That is good news. I know my brother was willing to accept this offer. He asked if I was willing to accept, and I said I would be happy to, PROVIDED the issue was sorted in a REASONABLE timeframe.

To be honest, it should be sorted now, but I am a fair man and am willing to give them until the end of the week.

One thing that surprised me, and got me thinking, was the sincerity of the thank you I received from our complaints resolver for being so patient with him/Santander. He told me it had made things a lot easier for him, apart from the fact no-one wants irate people screaming at them all the time, I am not entirely sure how us being patient made it "easier". That said, I do wonder if the fact that we have been so calm and patient with him is what has led to them accepting our "demand" of £300, double the original offer and £100 more than the revised offer.

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Cmdr_Bond

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Well no word that the issue has been resolved, but I have an Account Adjustment showing for +£300.00

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cbassno3

Cmdr_Bond wrote: »

Well no word that the issue has been resolved, but I have an Account Adjustment showing for +£300.00

Very handy!! I guess at least they are trying to put right there mistakes and improve.

ERICS_MUM

Cmdr_Bond wrote: »

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Well no word that the issue has been resolved, but I have an Account Adjustment showing for +£300.00

don't hold your breath, they'll probably move it to a stranger's account with the same initials by tomorrow. :rotfl::rotfl:

Cmdr_Bond

Cheers for the confidence boost.

ERICS_MUM

Cmdr_Bond wrote: »

Cheers for the confidence boost.

sorry, I'm sure it will all be fine in the end.

Cmdr_Bond

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Well the Saga continues...

I phoned our complaints resolver today (Friday, 8th March, 2011), as I hadn't heard anything. I.T. have still not fixed it, despite marking it priority (it has been a week now).

I informed him that the £300.00 that i had provisionally accepted, had gone in, but re-iterated my provision that the matter was sorted in a timely manner. If it is not resolved by early next week we will be discussing further compensation.

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Cmdr_Bond

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I have just spoken with our Complaints Resolver. And the complaint is still not resolved.

He assured me he is doing everything he can, and that the team that should be sorting this is the team that sorted the rest of it out. He is going to put a note on the system for the Fraud team (should they call in future). He hadn't done this up until now as he thought it would be resolved by now. But I insisted he do it. He has "escalated" the matter through every channel bar one, his direct manager, I again insisted he speak to his manager today. I reminded him of the provision I made on accepting the offer, and the agreement we made on Friday (8th March, 2011), and that I classed today, being Tuesday (15th March, 2011), as the last day that could be considered "early this week". Once again I mentioned further compensation.

He will be out of the office tomorrow, so I should hear from him (either way) on Thursday.

Up until now I have been extremely patient with Santander in general, but my patience is beginning to wear very thin.

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