Switched current accounts, loan payment not taken by Santander..

Racheldevon

Hi

In June I switched my current account from the god awful santander, to first direct. I used their 'easy switch' service for changing all my direct debits and stand orders to the new first direct account. I had written confirmation from first direct that everything had been set up.

However, I have just noticed that my loan with santander did not go out of my account on 2nd August as it should have done. I checked for July's payment and realised that this too hadn't bee taken.

I have had no contact from Santander to inform me of any difficulties in collecting the payment and funds have been in the account to cover the amounts.

I've spoken with First Direct, who confirmed that they sent electronic instructions to Santander on 13th June, and that they responded to this by 16th June, and that everything was set up ready for the July payment to be taken. First Direct are saying the fault lies with Santander who have 'made no effort to collect the payment'.

I've spoken to Santander who've told me they can't help as it's the weekend and i'm now in arrears (something which i've never been in anything financial). I'm really worried about the imapct of this on my credit score/rating and the next best steps to take. I've asked if I can make the payment over the phone, but have been told I can't on a weekend.

Advice appreciated, thanks

jonesMUFCforever

Could it be that Santander NEED to take a santander loan payment from a Santander account?

ihateyes

first thing to establish is do they have your new ddeb details....

its well know these easy going switching never work.

Racheldevon

Hi,

I've double checked and it doesn't have to be from a Santander account.

Santander have confirmed that they have on file the new correct dd details for my first direct account. First Direct have also confirmed that Santander responded to the electronic request to set up the new dd from in June, and that it has been in place since mid-June awaiting payment to be taken by Santander Loans dept. The man I spoke to was unable to tell me why they haven't tried to collect the payment.

I know I need to speak to them again on Monday when the arrear/collections team open, but I wondered if anyone had had similiar experiences with Santander/other companies, and how you recitifed the situation and minimised the impact on your credit score/rating -I've got a good one and I don't want this damaging it.

YorkshireBoy

Racheldevon wrote: »

I know I need to speak to them again on Monday when the arrear/collections team open, but I wondered if anyone had had similiar experiences with Santander/other companies, and how you recitifed the situation and minimised the impact on your credit score/rating -I've got a good one and I don't want this damaging it.

Walk the well trodden path!...

http://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&c=Page&canal=CABBEYCOM&cid=1210607166846&empr=Abbeycom&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2

Racheldevon

They have an awful reputation which is why I'd started to change my current account!

Thanks for the link, i've started to draft a complaint letter, once i've spoken to them again on Monday I can add more in and then send it off.

Racheldevon

So, i've just spoken to some equally unheplful Santander member of staff...

Despite written confirmation from First Direct (including dates of their correspondence etc with Santander), Santander are denying all knowledge of having the direct debit set up.

So I gave them the correct details again, only to be told there as an'IT problem' which meant he couldn't input the new details, and that I should 'call each month to make a manual payment'. Yet the letter I have confirmed that it is set up. I then got some long winded story about this man's cine-world direct debit.

No one at Santander seems able to tell me how this impacts on my credit score, only that I 'might want to write' and they'll 'consider it'