Santander fraud - please help!

alad6586

Hi all

On the 5th Feb. i noticed on my online banking i had an ATM withdrawal from a local Tesco for £100 go out on the 1st Feb. I know this was not me as i was at work 6am til 3pm and at 3pm my partner met me from work as we went straight out for the whole day/night night.

So i phoned Santander up and they asked me usually questions of have i lent my card to anyone etc and told me she has actioned the £100 to be back in my account within 48hours, to destroy my card and fill out and return the disclaimer forms they will send me.

Well, yesterday i received a letter from them saying that they will NOT be reimbursing me because their records indicate it was MY card put into the ATM because it read my chip and my PIN was entered successfully 1st time. I know 100% i did NOT make this withdrawal, plus they lied to me about crediting me back with the £100 within 48hrs!!

Then i remembered i received a letter on the 12th january stating 'apparently' on the 3rd Nov i withdraw £100 from AN ATM (no mention of where, what time) with was not debited from my account due to techincal problems so they will be taking this back on the 1st Feb. This seems a coincidence these two. However, sorting after receiving that 1st letter i sent them a letter asking for more evidence of this, demanding to know which ATM where and a time! I never received any letter back!!! I was told in branch and over the phone they cannot see evidence of this pending payment and they prob wont be taking anything. NO ONE could give me ANY information on it.

I phoned up the number on the first letter and some abrupt guy reckons this atm withdrawal im disputing on the 1st Feb IS the £100 they are reclaiming! But he still cant give me any info on what time etc!! And why has this money been taken then without rep,ying to my letter asking for more info 1st to PROVE i did withdraw £100 on the 3rd Nov! However, when i opened up a claim on this recent withdrawal, they refused it because they said it was MY card put into the ATM on the 1st Feb, reading the CHIP and i entered my PIN!! SO how can both be true!!!! IMO Santander has committed fraud against me and lied at every turn!!

What can i do??

MikeR71

Horrifying story along with so many others I have read about Santander. They entice customers with an introductory £100 cash offer which clearly is not worth the trouble they put you through thereafter.

Here's what I would do. Contact the financial ombudsman services. It's a free government service which investigates your dispute. They will send you some forms where you can write a clear account of what happened. They will get your money back or resolve the issue for you anyway they can.

Best of luck.

MikeR71

By the way, from now on, any conversation you have with them, ask them to send you a letter confirming what they think is going on. If you have written contradictory statements from them then you are on your way to expose their scam.

Hax

You need to exhaust their official complaints procedure before going to the FOS. You need to start this by writing to them with a letter headed "Complaint".

The question I am wondering is this: Did you withdraw £100 from your account in November?

James

Can I suggest that you phone Action Fraud. They should be able to help/advise you. Their Free Phone Number 0300 123 204.

Click here for the Action Fraud Website.

Hope this helps, good luck.

Consumer40

You might find the following articles interesting:

http://www.timesonline.co.uk/tol/money/article7133165.ece

http://www.timesonline.co.uk/tol/money/consumer_affairs/article7133318.ece


They refer to a case that has some similarities with your situation and support your conclusion that Santander is not always trustworthy in ATM disputes.

alad6586

Firstly, Thanks to all for your replies.

Hax wrote: »

The question I am wondering is this: Did you withdraw £100 from your account in November?

Hax, seeing as it was about a month and a half after apparently withdrawing this £100 that i received their first letter, i cannot remember whether i did or not. This is why i sent them a letter asking for more evidence in regards specifically to where and what time. Then i could check my employment to see my work times etc. However, in branch and by telephone, no one can tell me this information. And they never replied to my letter. So, they just want me to take their word for it! I have to wonder how many more times will this happen...