*sigh* Santander seem confused

Rochdale_Pioneers

Both myself and my wife closed our various Alliance and Santander accounts last week. Conversations with customer services about a bit of money owed by us on one account, and about money owed to us on another. We're promised a small forest of letters confirming the closures as agreed.

One of the letters has arrived today - apparently they forgot to mention a £2.50 overdraft charge which is now owed! So I ring them up with debit card in hand to pay it. Confused lady on the end says the account is closed so she can do absolutely nothing at all. So, cannot take my offered payment, cannot advise how I could make a payment on an account now closed - "didn't they advice you of an outstanding balance when you rang to close it"? She asks!

No. They didn't.

So, letter says I can post them a cheque at my expense or pay to park at my expense in my time to visit a branch. To presumably then have another conversation with some confused person.

No. How about this. I have been refused payment. I'm happy to pay online, or over the phone. I'm happy to post a cheque if they send me a pre-pay envelope. But as its the final !!!!-up in a line of !!!!-ups since Santander took over, I'm not going to spend money rectifying their mistake. Have emailed in a complaint (seems the only way to get a quick response) - wonder how this one will go? Any Santander reps on here going to help me pay your £2.50?

pmduk

Unfortunately Santander's blinkered vision of customer service doesn't seem to stretch to consumer forums. Personally I'd note the date and time that you called them and be prepared to pay the sum in the future when they realise their mistake

Rochdale_Pioneers

Its just rank incompetence. We closed two current accounts, a savings account and this joint account. They checked them for outstanding credits/debits - I have two small cheques (one for 6p! I told them they could keep it and they refused). On one account there was an overdraft charge due so we paid it then rang back to close it. On the joint account in question the advised balance was zero. Until they closed it then they have remembered that actually its now -£2.50.

So its their !!!!-up, and I'm not prepared to spend my money fixing it for them. Will let you all know what happens as and when I get the manager call back I've requested.

Rochdale_Pioneers

Have just had a callback from them! The good news is that the charge has been waived. The bad news is that they have no idea who waved it or why the letter was sent, or why I was told earlier that the account had definitely been closed with a £2.50 charge still outstanding.

So other than another call booked for tomorrow so that they can speak to my wife and properly close the account, that will be it. I have to say good job Santander for the swift response to my email. But the utter confusion speaks volumes. I am SO GLAD that I no longer trust these cretins with my banking!

I recommended Alliance and Leicester to everyone. My advice to anyone thinking of going to Santander or still there - run away screaming!

[Deleted User]

Rochdale_Pioneers wrote: »

Have just had a callback from them! The good news is that the charge has been waived. The bad news is that they have no idea who waved it or why the letter was sent, or why I was told earlier that the account had definitely been closed with a £2.50 charge still outstanding.

So other than another call booked for tomorrow so that they can speak to my wife and properly close the account, that will be it. I have to say good job Santander for the swift response to my email. But the utter confusion speaks volumes. I am SO GLAD that I no longer trust these cretins with my banking!

I recommended Alliance and Leicester to everyone. My advice to anyone thinking of going to Santander or still there - run away screaming!

alliance and leicester excellent
santander _pale_

slup_2

You do realise that Alliance & Leicester is part of Santander don't you?

Rochdale_Pioneers

slup wrote: »

You do realise that Alliance & Leicester is part of Santander don't you?

That's the whole point.
When A&L were independent they were excellent. Since the Santander takeover they have become unfeasibly incompetent.

slup_2

You know what, I can't read... I read 'recommended' as 'recommend'

Sorry