Santander have taken money from my account

Palerie-head

I had a loan with Santander, I called them in May for a settlement figure, accepted the quote and authorised them to take the full amount from my Alliance & Leicester current account in the following few days.

Last week I noticed they had called up the usual direct debit for the loan, I called and had the money refunded -after speaking with the loan department and having confirmation that they had taken it in error.

Today I have logged onto internet banking and noticed they have taken the money they credited to me back again!! :mad:

I called and was told this looks like a bank error (err, yes, I'd say so!). I asked them to credit me back immediately. 'We can't do that -we have to investigate and it will take 5-10 days'

WHAT???? You take money from my account and then expect me to wait for your investigation for me to get the money back???

I've spoken to the financial ombudsman just now and the guy I spoke to was gobsmacked to say the least and is writing a letter to them today.

I really really really hate Santander!! I have had nothing but problems with them since they took over Alliance & Leicester. I'll be closing my account and moving it elsewhere as soon as I have the opportunity.

Thieving gits!!!

YorkshireBoy

Are you sure the payment is by direct debit and not direct transfer?

If it is direct debit, then invoke your rights to an immediate refund under the direct debit guarantee.

If it is direct transfer (as is often the case if the loan is with the same bank that holds your current account) then it looks like you'll have to ride out the 5 days or whatever.

Either way, make a formal complaint to Santander and ensure you're reimbursed your losses.

I'm surprised the FOS agreed to step in now, rather than tell you to go through Santander's complaint process first.

pmduk

Look up the Payment Services Directive. The amount has been take fraudulently (your permission to debit your account expired when your loan account was cleared.) If they don't refund you immediately make a formal written complaint stating your intention to refer this to the Financial Services Ombudsman.

We really need legislation in this country enabling crooks like this to be closed down.

bengal-stripe

Palerie-head wrote: »

.......accepted the quote and authorised them to take the full amount from my Alliance & Leicester current account in the following few days.

You 'authorised' the transaction, but was the amount in question actually taken? - You fail to mention that.