Santander £100 Cashback Incentive. Still not paid - bad customer service (surprised?)

princessjasmine

Well... maybe 'tis my own fault - because I had heard about how bad Santanders customer service was bad before I even joined them - but lured by money (especially pre Christmas), I thought how bad can it be? Leave them after I've got the dosh - and I went ahead and opened the Santander Bank account - going through with the switching process to get £100.

It's been EIGHT months... Follow my journey below - today was the icing on the cake which is why I thought I'd join the other hundreds (possibly thousands) that have complained about Santander's awful "service".

I opened a Santander account in December under the cashback offer that was being advertised at the time. Knowing the offer was about to expire I made sure I applied online (I believe I applied on 8th December 2010). In January 2011 I made enquiries to find out when my cashback would be paid and was told it would be paid at the end of March - three months after account opening. After checking my account at the end of March. I then made enquiries again at the Camden branch of Santander on 2nd April and after waiting for 10 minutes to speak to someone on the phone I was told I needed to speak to the switching department who did not work on Saturdays. For the inconvenience caused I received a gesture of goodwill which you will see in my account as the following:
Date Description Money in
02/04/2011 EX-GRATIA PAYMENT £10.00

Following work commitments hindering me from visiting sooner, I visited the Oxford St branch of Santander on 16th April 2011 and was put on the phone to the switching department. I spoke to Lisa Lewis who informed me that I needed to have my account credited by my salary for 3 consecutive months before I could receive my cashback incentive.

Again, last week 28th July (Wednesday), I visited the Oxford Street branch of Santander. After waiting and speaking to someone at the switching department on the phone - I was informed for the first time since I have been enquiring since January - that my account was opened on the 14th December - too late for the incentive. This surprised me as I certainly wouldn't have opened the account after the incentive had ended when this was my main reason for opening the account and switching all my direct debits. I'm shocked this wasn't communicated to me sooner - on the three previous occasions I had visited.

I was also informed that my account was opened at the Romford branch. I maintain that my account was opened online - I have an email dated 15th December welcoming me to my new account - the subject header reads "REF DISGUISED HERE FOR SECURITY PURPOSES" which I am told means something to your offices in terms of reference. I've been told by a couple of members of staff (one in Oxford St branch and one on the phone) that sometimes account openings are referred to the local branch to where the customer is located. With the 14th December 2010 being a Tuesday, it is impossible for me to have opened my account at the Romford branch as I was at work, in Shoreditch, London.

I spoke to Danny Dobson at Oxford Street - who was extremely helpful, checking my account to make sure I had fulfilled the pre-requisites for the incentive, ringing the Romford branch on my behalf and speaking to Dan - the SCM manager for this branch. He asked Dan to look for the manuscript copy with my signature on it to find out when it is dated - which would then reach the conclusion of when the account was opened which I still believe to be prior to the promotion ending. Danny gave me the direct number for Dan and asked me to allow him a couple of days to get to the bottom of the issue - and if I didn't hear from him (he had been given my contact number and name) - to ring him.

With this issue being raised last Wednesday 25th July and today being Wednesday 3rd August, I felt I had given enough time for him to look into the situation.

I called the Romford branch today - the person that picked up (Needi - spelling may be incorrect) asked me to call Dan's mobile - I informed her that I was a customer. She asked me to hold the line - and then I was transferred to someone else (Bernard) without being told so.

Bernard said I had come through to the wrong line - I told him that I had rung that line to speak to Dan who was looking into an enquiry for me. I was then informed by Bernard that Dan is on holiday for two weeks. I find this absolutely shocking. I asked Bernard if I could speak to someone else as I couldn't wait two weeks for this issue to be rectified.

without putting me on hold I heard Bernard saying to someone "can you speak to her". "She wants to speak to someone". "What should I tell her?". I find this sort of communication while a customer is on hold absolutely appalling. Furthermore the person speaking to him (Needi?) is in charge!

Bernard returned to the phone to tell me that his boss Needi would be in contact with me. He took my name and contact number and said Needi who is in charge, will call me. I asked for Bernards name and he told me and added that he is a business advisor.

I am very disappointed with the level of service that I've had from Santander since I joined your bank in December. I'm sure you are aware that your name in the press and reliable sites such as moneysavingexpert.com is not good. Despite this I wanted to make my own decision rather than be swayed by other customers. I'm sorry to say that as far as first impressions go - it's been 8 months and I've had nothing but problems, misccommunication, unprofessionalism - none of which I've ever suffered at my other banks.

I'm writing to you because my problem is not being dealt with in-branch or through speaking to one of your associates. I'm not only seeking the £100 cashback I believe I am entitled to. I'd also like compensation for the amount of time I've spent ringing your telephone lines, visiting the Wanstead, Camden and Oxford St branches in January, April and most recently - most notably my whole lunch break of 1 hour spent at Oxford St last week speaking to various telephone advisors, Danny and Chile. I find all of the above totally unacceptable and look forward to hearing from you on how you will rectify the distressful experience I've had - all for £100.

Thank you.

Given that I hear they don't always reply to complaints made directly to them, I'm skeptical but will keep you informed of the progress...

ses6jwg

So did you actually comply with the T&Cs of the offer and credit your account with £1000 on 3 consecutive months, transfer at least 2 active DD's or SOs that were collected and did not already hold a bank account with Abbey, A&L or B&B (even one that you didn't even know about from yonks ago but which you never closed?)

2pennyblue

I'm so done with Santander. I was with Abbey National as a kid, with Abbey as a student at the bottom of my overdraft, and now with Santander as a working professional. I have requested e-banking details from them six times. Twice I received phone banking details.
I got married and changed my name in May. It took a while to receive the bank card, and when I went in-branch to make a payment (for wedding photos, because I couldn't do it online without e-banking) they first cancelled the payment because my bank card and my account were in different names. I said to the cashier "I know, because you haven't sent my new card yet."
I've still yet to receive a new chequebook and I have payments to make.
And still no e-banking details.

I move to the US next year and I'm loathe to go through the hassle of changing banks and then go through the hassle of moving my money abroad, but I have a semi-dormant account with Lloyds and I'm convinced enough now to change everything (current account and two ISAs) to them.

pmduk

Unfortunately, when you think Santander are as bad as they can possibly get, they pull out the extra stop and make it worse. Just complain to the Financial Ombudsman, they won't be surprised, they've heard it many, many times before with these cowboys. Their staff willl attempt to tell you it's your fault, ignore them.

princessjasmine

Correct. Before Danny at Oxford St made the call to Romford he checked (which I knew anyway) but for clarity I sat with him and witnessed him count the direct debits, salary of the threshold amount. Didn't have any other accounts with them. The whole reason they are saying I wasn't eligible is due to my opening the account late, at the Romford branch on a day I was at work ALTHOUGH I had an email confirming the opening of the account which has a reference only given to accts opened online.

ses6jwg wrote: »

So did you actually comply with the T&Cs of the offer and credit your account with £1000 on 3 consecutive months, transfer at least 2 active DD's or SOs that were collected and did not already hold a bank account with Abbey, A&L or B&B (even one that you didn't even know about from yonks ago but which you never closed?)

princessjasmine

Can't fault Lloyds. Have never had a problem with them or nationwide. However I accept everyone has different experiences. Some good (lucky if so). Having told the whole story to my other half I'm telling him to leave sant and he's like: "i've never had a problem with them". Just as long as he knows that when we buy a house I don't want to hear a peep about Santander.

2pennyblue wrote: »

I'm so done with Santander. I was with Abbey National as a kid, with Abbey as a student at the bottom of my overdraft, and now with Santander as a working professional. I have requested e-banking details from them six times. Twice I received phone banking details.
I got married and changed my name in May. It took a while to receive the bank card, and when I went in-branch to make a payment (for wedding photos, because I couldn't do it online without e-banking) they first cancelled the payment because my bank card and my account were in different names. I said to the cashier "I know, because you haven't sent my new card yet."
I've still yet to receive a new chequebook and I have payments to make.
And still no e-banking details.

I move to the US next year and I'm loathe to go through the hassle of changing banks and then go through the hassle of moving my money abroad, but I have a semi-dormant account with Lloyds and I'm convinced enough now to change everything (current account and two ISAs) to them.

Superbiatch

I reduced my overdraft from £400 to a more respectable £100 when opening my account which apparently broke the t&c's of the offer - even thought i met the 1k a month deposits for a number of months and set up all my dd's to go through that account.

One way or another they will always find a way out of paying you :mad:

princessjasmine

What a joke... It's ludicrous how they get away with it. I guess everyone else is too wrapped up in PPI claims to notice Santander's shoddy service. :S

Superbiatch wrote: »

I reduced my overdraft from £400 to a more respectable £100 when opening my account which apparently broke the t&c's of the offer - even thought i met the 1k a month deposits for a number of months and set up all my dd's to go through that account.

One way or another they will always find a way out of paying you :mad:

YorkshireBoy

princessjasmine wrote: »

Given that I hear they don't always reply to complaints made directly to them

Have you actually 'formally' complained or just had a 'grumble' to them?

I ask because had you formally complained in March when they didn't pay you, then you'd have taken the complaint to the FOS 8 weeks later in May (but in all probability you'd have been paid out before then).

But here you are some 4 months later, and nearly 9 months after opening the account, still without a resolution or final response letter.

You have more patience than me!

princessjasmine

I complained using their online form... Still waiting. Ombudsmen will be next but I wanted to make sure I complained officially to them before taking that route.

YorkshireBoy wrote: »

Have you actually 'formally' complained or just had a 'grumble' to them?

I ask because had you formally complained in March when they didn't pay you, then you'd have taken the complaint to the FOS 8 weeks later in May (but in all probability you'd have been paid out before then).

But here you are some 4 months later, and nearly 9 months after opening the account, still without a resolution or final response letter.

You have more patience than me!