Ernest Jones - Santander Cards-A Joke!!!

cord123

Hello all!

For the past 4 months I have been asking for copy statements as we never recieved them, I was told that I would be charged £10 but i said that that wasnt fair so he said he would send them as a one off... called a week later (date payment was due) and was told that I was a liar and Iwasnt told they would be sent. I told him I wanted a manager... he requested a call back - never got one. I called again, another cal back requested, again never got one. Finally got through to complaints who said that they would listen to phone calls and get back to me..... they havent. Called on Thursday and she said that complaint had been marked as resolved!!! Still not statements received!
She requested another call back, not recieved. Called back again on Sunday, amazingly got to speak to a manager who has logged a complaint about my complaint - absolutely priceless!!
I managed to find an email address of the CEO that is

[EMAIL="Antonio.Osorio@santander.co.uk"]Antonio.Osorio@santander.co.uk[/EMAIL] but is seems to keep being returned when I use it, I tried using [EMAIL="complaint@santander.co.uk"]complaint@santander.co.uk[/EMAIL] which seems to have gone through... anyone else got any ideas if the CEO one is correct?

Over the past 3 months I have spent over 16 hours on the phone to these people at a cost to me of 10p a minute.... what are the charges of getting these refunded as well as the late paymemt charges that are racking up as I havent received statements!

Dr_Cuckoo3

cord123 wrote: »

I managed to find an email address of the CEO that is

[EMAIL="Antonio.Osorio@santander.co.uk"]Antonio.Osorio@santander.co.uk[/EMAIL] but is seems to keep being returned when I use it, I tried using [EMAIL="complaint@santander.co.uk"]complaint@santander.co.uk[/EMAIL] which seems to have gone through... anyone else got any ideas if the CEO one is correct?

Mr Osorio is no longer at Santander

Fruit_and_Nut_Case

Dr_Cuckoo3 wrote: »

Mr Osorio is no longer at Santander

And not short of a bob or two according to this.

scott_lithgows

Dr_Cuckoo3 wrote: »

Mr Osorio is no longer at Santander

Rats deserting a sinking ship ?

ironlady2022

Ok firstly I think instead of spending your time on the phone, you need to make an appointment and call in person. Regarding the statements as a one off, obviously if he mentioned this on the phone and it has not been sent, nothing you can do. All calls are 'recorded', whether they find it is another matter. How many statements are you after? Statements are chargeable as they send the first ones free of charge and at 10 pounds, it's not expensive, I would just pay for it if you really need them. You've spent more in phonecalls!

chattychappy

Why late payment charges? Did you not pay on the basis you didn't see your statement?

Bad move - if you knew payments were due why didn't you phone up to check what was due and by when? That's what I did when I travelled abroad before getting the online thing set up.

So I don't think they need to refund those charges.

Not sure why you are paying so much for the calls - that is really your responsibility. If you don't get anywhere, then I agree - a trip to a branch. Or write a letter followed up by complaints/escalation.

My card has a landline number for "international" calls. I can call that - comes out of free landline allowance.