Santander loan

jody2

I am hoping someone can offer me some advice.

I took out a loan with Santander in May 2010 and, due to having some extra money, I was able to pay it off early in January 2011. I was given a settlement figure which was valid until the 27th January and I paid the balance before this date. On the 28th January a refund was made into my bank account of one month's direct debit payment and I received a letter stating that the balance of my loan was £0 and that I had made an overpayment which had been returned. On 31st January, the next month's direct debit was requested from my bank account but then returned a few days later, by Santander. I therefore assumed the matter was closed.

I received a phone call today stating that we owe one month's payment. Can anyone tell me whether they can request this payment, given that we have a letter showing there is nothing more to pay on the account?

Keepgoing_2

It sounds like a simple mistake. Did you question them? Which month are they saying you owe?

I think if you call and explain it is very unlikely they will insist on this payment.

Dodgy_Paella

Hi

I've had something similar happen on a loan that I completed on March 2009. Paid the settlement amount over the phone, got a letter thanking me for the final payment and confirming no more payments required.

Then a statement came through from them in November 2009, which showed the final settlement payment in March 2009, and then rather alarmingly, charges of £53 ish per month up to Nov 2009, which I assume was for insurance which they'd not cleared. I phoned them back in November 2009, and they said there had been a "technical problem", and that they would investigate and let me know the outcome by letter. I didn't hear back from them, until yesterday I got a call from their collections department, demanding £94 on the spot, not explaining what it was for, and after I explained to the woman demanding the money that the loan was settled, she told me that I should fax through the letter saying the loan had been completed. Surely they should have a copy of all correspondence on my file ? So anyway, I asked to speak to a manager, to be told that it would take 48 hours for a manager to contact me.

If Kafka had written about a bank, it would have been Santander. If a bank can't keep tabs on its' own financial transactions, what is it ?

My advice would be not to bother wasting your time with the call centre, but to write to them, enclosing a copy of the settlement letter.

You can reach their Complaints dept at :

Complaints
Santander UK PLC
PO Box 1125
BRADFORD
BD1 9PG

jody2

I received a letter from Santander today confirming that I owe one month's payment on this account and a letter stating that my account is now in arrears. I contacted customer services and they said they couldn't see why I owed any money. They also stated that they would get someone to respond in 5 working days to me in writing, which is the exactly the same response I got last time. My main concern is that the letter states that as my account is in arrears, this is shown on my credit report and will therefore affect future loans I apply for. I do not understand how this is the case when I have 'overpaid' on the loan by over £8,000 in trying to pay it off, and yet they can claim I am in arrears and that this will be on my credit rating. I have openly said to them that if they can demonstrate that I owe the money I will happily pay it, but whenever I speak to them directly they say they cannot understand why I owe this money. I feel I am now in a situation where I have never defaulted on a loan payment in my life and now my credit rating is affected through something which I don't believe is my fault.
If anyone can offer me any advice on how I can rectify this situation and ensure that my credit rating isn't damaged I would appreciate it.

kev.s

defo write to them, call centers are a waste of time, i had problem with a refund i was owed but i got it sorted with 2 letters and received an apology too.they do have some numskulls working for them, but who hasn't?

HelsNels

I have a problem very much the same as those posted.
In November 10 i paid off my loan, the loan company proceded to take a further payment from my bank account (Santander). The bank refunded the payment but claimed back from Santander Loans the October payment not the November payment as they should have. Lots of phone calls, tears and stress later and the bank finally admitted it was their error, and they owe the loan company back the October payment (they cannot find £154 that they transferred out of my account in December)

In the meantime I have had numerous phone calls from Santander Loan Collections and letters saying action will be taken bla bla bla.

I have tried on numerous occasions to complain to both Santander Loans and Santander Bank, and still i am receiving the calls and letters.

On the 11th Feb i recevied another call from Santander Loans, after explaining the whole situation again they advised me that as the bank had admitted the error and were "sorting it out" they would put a block on my account so that i did not receive any further telephone calls or letters.

On 21st Feb i received a further letter demanding the "final" payment. After taking advise I contacted the Ombudsman who has taken over the case.

Tonight i received another phone call from the loan collections department, and yet again i explained what had happened and told them i had put it in the hands of the ombudsman, the lady on the phone stated that "there was no record of any calls or conversations on my file" I GIVE UP!

I am trying not to let this get to me but its not easy, i just hope that the ombudsman can sort this out for me once and for all!

The only reasuring thing is seeing all of these posts and knowing its not just me!

jwil

I've had exactly the same problem. Paid it off in December, received statement showing it as paid. They then phoned me 10 times in 3 days in Jan chasing my monthly payment (which it was established on the first phone call that I didn't owe). I've complained and they said they'd sort it. Now they've put a missed payment on my credit file. I am now trying to get that removed.

I've never known such a ridiculously incompetent company.

(And that is the short version...)