Santander Zero Exchange Rates - a nightmare discussion

fawxes

I sent an email to Santander using their online messaging service on 06/03/2011 asking what exchange rates would be payable if a Santander Zero credit or debit card was used in Europe, below is what happened next:

Reply from Santander 07/03/2011

Hello Mr *******,

Thank you for your e-mail regarding what exchange rate would be used when using a Zero Credit Card or a Zero Debit Card.

The exchange rate is not fixed and can change on a daily basis.

I hope this information helps.

Regards

A****** G*****
Santander Customer Services

My response 07/03/2011

Dear ******,

The information doesn't really help.

I want to compare it against other methods of taking money abroad, I understand that it changes but do you have a website that shows today's rate? I would expect that current customers would be able to review rates at any time to ensure that they have enough funds/credit for the transaction.
Reply from Santander 07/03/2011
Hello Mr ******,

Thanks for your email.

Visa Debit Cards use the Visa system. You're able to use your Visa Debit Card in the Visa worldwide network of Cash Machines, and merchants displaying the VISA sign accept them - look for the Visa symbol on your card.

For every transaction abroad, a currency conversion fee is charged. This is incorporated in the amount that is debited for the transaction.

Please find below information relating to the use of your Visa Debit Card whilst you are abroad:

• There is a card use fee of 2.75% for card usage outside the UK

• Transactions are converted into pounds sterling when they are posted to the account

• In addition to the conversion fee, cash withdrawals are charged separately at 1.5% of amount withdrawn - minimum charge £1.99 (NB If you use your Visa Debit Card to purchase foreign currency or travellers cheques this charge will apply)

• There is a £1.25 fee on purchases abroad and in currency other than sterling

Santander will not charge you for using Santander or LINK cash machines in the UK.

* To find out more about charges, please visit our website:

<removed>

From our homepage:

• Click on ‘Bank Accounts'
• Click on ‘Which Bank Account?' on the left hand side of the screen
• Select ‘Interest Rates' and then ‘Standard account service fees'

To search for a VISA cash machine, wherever you are in the world, take a look at VISA's website:

<removed>

(Please note that Santander cannot be held responsible for information displayed on other websites.)

Also, if you're intending to visit France, Germany, Cuba or Japan, it's advisable to discuss your card usage by calling us on 08459 724724. International Telephone Number 00 44 1908 237963. We're available from 7am to 11pm Monday to Saturday (UK time).

Regards

*********
Santander Customer Services

My response 07/03/2011

******,

Thanks for the reply.

I'm a little confused now as I'm sure the Zero cards (both debit and credit) are fee free, does this mean from your explanation below that Santander doesn't charge any fees but Visa does?

Regards,

*********

Reply from Santander 08/03/2011

Hello Mr ********,

Thank you for your e-mail regarding using your card abroad.

Santander will not charge you any handling fee's on your zero card while you are abroad. There may however be additional fee's if using certain foreign ATM's. This would be very similar to ATM's in the UK that charge you for withdrawing cash.

I hope this information has been of use to you.

Regards

**** ********
Santander Customer Services

My response 08/03/2011

OK this is now becoming very fuzzy and I haven't had a straight answer yet.

In my first email I wanted to know the exchange rate so I could compare using Zero credit and debit cards abroad against other options, you just replied stating that it changed daily.

I then asked for a more specific answer, you just replied telling me that there may be fees from Visa, etc.

I then pointed out that this was confusing because the cards were fee free and you replied telling me that some ATM machines charge fees.

You haven't answered any question properly.

Here's the issue.

I am looking at using the zero debit and/or credit cards (so i could be a potential customer...and customer service is an important factor when I move accounts)

I want to compare using the debit and/or credit cards in the Euro zone against other options.

Can you please give me an indication of what fees and exchange rates may be applicable, in total, from all parties in the transactions, as of today.

Regards,

*********

Reply from Santander 09/03/2011

Hello Mr ********,

Thanks for your email regarding using Santander debit and/or credit cards in the Euro Zone.

Visa Debit Cards use the Visa system. You're able to use your Visa Debit Card in the Visa worldwide network of Cash Machines, and merchants displaying the VISA sign accept them - look for the Visa symbol on your card.

For every transaction abroad, a currency conversion fee is charged. This is incorporated in the amount that is debited for the transaction.

Please find below information relating to the use of your Visa Debit Card whilst you are abroad:

• There is a card use fee of 2.75% for card usage outside the UK

• Transactions are converted into pounds sterling when they are posted to the account

• In addition to the conversion fee, cash withdrawals are charged separately at 1.5% of amount withdrawn - minimum charge £1.99 (NB If you use your Visa Debit Card to purchase foreign currency or travellers cheques this charge will apply)

• There is a £1.25 fee on purchases abroad and in currency other than sterling

Santander will not charge you for using Santander or LINK cash machines in the UK.

* To find out more about charges, please visit our website:

<removed>

From our homepage:

• Click on ‘Bank Accounts'
• Click on ‘Which Bank Account?' on the left hand side of the screen
• Select ‘Interest Rates' and then ‘Standard account service fees'

To search for a VISA cash machine, wherever you are in the world, take a look at VISA's website:

<removed>

In regards to the Santander zero credit card, if you use the credit card for transactions abroad, you may be charged a foreign exchange fee. For transactions made abroad using the Santander Zero Credit Card, Santander will not charge a foreign exchange fee.

(Please note that Santander cannot be held responsible for information displayed on other websites.)

Also, if you're intending to visit France, Germany, Cuba or Japan, it's advisable to discuss your card usage by calling us on 08459 724724. International Telephone Number 00 44 1908 237963. We're available from 7am to 11pm Monday to Saturday (UK time).

Regards

****** *******
Santander Customer Services

********************************************************

This has now ended with a post using their online complaints form

Dear All,
I have been trying to determine how much I would be charged to use a Zero credit card in Europe if I accepted the offer I have had posted to me recently, below is a transcript of the email messages sent.
You have now lost the opportunity of a customer.
I have posted this transcript on the MoneySavingExpert Website for all to see.

Let's see what happens

noh

Rates are available here:-
http://corporate.visa.com/pd/consumer_services/consumer_ex_rates.jsp

The fee for Santander Zero is 0%

jen245

The Zero credit card, is a Mastercard, and the exchange rate will be the Mastercard exchange rate on the day, so Santander are correct in saying it changes daily. I have this card, and have not been charged any loading fees. The only fees Ive ever had to pay, is if the ATM itself charges, which neither Santander nor Mastercard have any control over. I cant comment on the Debit card, as I wouldnt trust them with my normal day to day banking!

fawxes

noh thanks for the link to the exchange rates website

where I have had problems is getting them to answer a straight question with a staright answer and the way I got two answers the same tells me that:

1. They don't review the history of an information request
2. They copy and paste from standard replies

I figure that the charges are zero but what i was trying to understand was if the exchange rates were loaded in any way to compensate for a lack of fees, the reply about the Visa exchange rates would have helped if it wasn't full of details regarding fees, it left me unsure if Santander didn't charge fees but Visa did.

jen245 thanks for your reply I think your experience makes this a little clearer but their level of customer response means I just wouldn't use them at all now

chattychappy

I've used Zero extensively abroad and apart from getting it blocked in December it's been fine - and genuinely loading free as claimed.

In my experience their Customer Services is no worse than anywhere else and your exchange doesn't surprise me.

But plenty of people here will tell you that Santander are the worst in the world!

izools

fawxes wrote: »

the reply about the Visa exchange rates would have helped if it wasn't full of details regarding fees, it left me unsure if Santander didn't charge fees but Visa did

Or most concerining, they're waffling on about VISA rates - when you're querying charges on a MASTERCARD account! :rotfl:

Now, that, standard reply or not, just goes to show that Santander might just be dropping the ball from a further height than other banks would.

Roger1

For once, I don't agree with chattychappy! I've found Santander CS abysmal.

fawxes's experience is disgraceful and illustrates the 'any response no matter how ludicrous' aspect of Santander. The Zero Mastercard is clearly a Mastercard. Santander provided information about a Visa card, so presumably their debit card. (I have the c.c. but not the debit card.) Nonsense.

As ever, MSE has much useful info, starting at http://travelmoney.moneysavingexpert.com/overseas-spending-cards/

YorkshireBoy

fawxes wrote: »

...do you have a website that shows today's rate? I would expect that current customers would be able to review rates at any time

You're asking the impossible there though. Because the posting (settlement) date can be 2-5 days after the transaction date, you're asking them to guess/predict/speculate what the rate will be at some point in the future. You're only ever going to get a historical rate (ie 3 minutes ago, or 3 days ago).

to ensure that they have enough funds/credit for the transaction.

It'd have to be a pretty large exchange rate movement to impact that, unless you're sailing very close to the wind with your finances.

System

Mastercard conversion here:

https://www.mastercard.com/us/personal/en/cardholderservices/currencyconversion/index.html

Regards
UNDERGROUND

Mikhail

WOW I wouldn't even mention that the local (European) shops and ATMs can offer their own exchange rate. But now at least I know why Santander's costumers service is getting slower and slower.

chattychappy

Roger1 wrote: »

For once, I don't agree with chattychappy! I've found Santander CS abysmal.

Ha ha ha! Yep I know, you're not alone about Santander. Loads of threads from people who have had problems with them.

I must have been very lucky! Had to phone them a few times when I set up the account, and again during December (from abroad) when the card got blocked.

Nevertheless, your disloyalty has been duly noted!