has my son been miss sold a bank account

MoneySaverLog

pqrdef wrote: »

Surely a lot of people, especially with basic accounts and online cards, rely on their debit card being refused when they've got insufficient funds, and they don't expect to get charged £25 just for trying.

Indeed and it may well be the case with basic accounts that overdrafts are not allowed, as would be the case with a savings account. But if you have a standard account, for want of a better description, which may or may not have an agreed overdraft then this may well happen.

[Deleted User]

Just my two cents, but I notice the OP accuses Santander of "preying on the young".

I suspect it has nothing to do with his age - they are there, after all, to sell products.

If they have given correct information, and let the customer decide, and that decision turns out to be fruitless, then it is the customer's fault, packaged together with a lesson to be learnt.

If, however, they have promised or inferred that upgrading the account will definately yield an overdraft, then they have been less than truthful.

I would suggest, however, that the OP does not go in all guns blazing when they go into the branch tomorrow - I have been in front line sales and service myself, and I can guarantee that being a jerk will return a "brick wall" response, whereas working WITH the person you talk to will bring much more favourable results.

MoneySaverLog

billbennett wrote: »

I would suggest, however, that the OP does not go in all guns blazing when they go into the branch tomorrow - I have been in front line sales and service myself, and I can guarantee that being a jerk will return a "brick wall" response, whereas working WITH the person you talk to will bring much more favourable results.

True, but this is Santander we are talking about :eek:

Hasty1991

billbennett wrote: »

If they have given correct information, and let the customer decide, and that decision turns out to be fruitless, then it is the customer's fault, packaged together with a lesson to be learnt.

If, however, they have promised or inferred that upgrading the account will definately yield an overdraft, then they have been less than truthful.

I would suggest, however, that the OP does not go in all guns blazing when they go into the branch tomorrow - I have been in front line sales and service myself, and I can guarantee that being a jerk will return a "brick wall" response, whereas working WITH the person you talk to will bring much more favourable results.

This, and this...

ses6jwg wrote: »

However it is not the banks responsibility to manage your sons account - it is his. The Reward account is sold on non-advised basis, he would have had to sign a declaration to say that he is happy with the benefits package and the fee.

tomcatvmp

ok well they rang him tuesday, were apologetic and informed him they are looking into the missold allegation. i guess that means they will go back and listen to the person who sold it. they offered to close his new premium account ,wich he has done. also to avoid it happening again they have appointed someone to keep an eye on things for him and a "buffer overdraft" so small transactions dont get him such big charges, of course as soon as the account goes into the red they will let him know so he dosent carry on getting overdrawn.hopefully he will not need to use this buffer though as they gave him 75£ back that should last till payday. heard so many bad things about santander but they really couldnt have done much more, save come and wash my car for me as well.

thanks for all the good advice it helped, well most of it apart from comments like he's an adult its his fault that made me giggle as i appriecite fully how noone on this forum has ever made a mistake when 18 years old. to those people i am so jealous of your perfect lives. live long and prosper.

ses6jwg

tomcatvmp wrote: »

ok well they rang him tuesday, were apologetic and informed him they are looking into the missold allegation. i guess that means they will go back and listen to the person who sold it. they offered to close his new premium account ,wich he has done. also to avoid it happening again they have appointed someone to keep an eye on things for him and a "buffer overdraft" so small transactions dont get him such big charges, of course as soon as the account goes into the red they will let him know so he dosent carry on getting overdrawn.hopefully he will not need to use this buffer though as they gave him 75£ back that should last till payday. heard so many bad things about santander but they really couldnt have done much more, save come and wash my car for me as well.

thanks for all the good advice it helped, well most of it apart from comments like he's an adult its his fault that made me giggle as i appriecite fully how noone on this forum has ever made a mistake when 18 years old. to those people i am so jealous of your perfect lives. live long and prosper.

No they won't.

Do you honestly think a bank with millions of customers is going to appoint someone to "keep an eye' on your sons account?

Even a bank like First Direct which gets excellent customer service scores would not do this.

It is his account. It is his responsibility to manage his account either by monitoring his spending via ATMs, statements or online banking.

If he incurs charges for going overdrawn it is his fault. The charges are clearly stated in the T&Cs.

jalexa

tomcatvmp wrote: »

ok well they rang him tuesday, were apologetic and informed him they are looking into the missold allegation. i guess that means they will go back and listen to the person who sold it. they offered to close his new premium account ,wich he has done.

This goes right back to your OP, sorry can't remember if the original account was "full service" or Basic but perhaps a Basic account is a better day to day account especially for frequent canteen purchases. If no particular attachment to Santander why not open a Natwest/RBS Basic account.

Unless Link ATM access is required.

(think anybody noticed the point I am making?)

smartiedriver_2

billbennett wrote: »

Just my two cents, but I notice the OP accuses Santander of "preying on the young".

I suspect it has nothing to do with his age - they are there, after all, to sell products.

And as for young, the 'child' here is an adult!

billbennett wrote: »

I would suggest, however, that the OP does not go in all guns blazing when they go into the branch tomorrow - I have been in front line sales and service myself, and I can guarantee that being a jerk will return a "brick wall" response, whereas working WITH the person you talk to will bring much more favourable results.

Agreed. When one of my clients comes in with that attitude I am always far less likely to make any goodwill gestures. Being nice gets you a long way.

smartiedriver_2

ses6jwg wrote: »

No they won't.

Do you honestly think a bank with millions of customers is going to appoint someone to "keep an eye' on your sons account?

Even a bank like First Direct which gets excellent customer service scores would not do this.

It is his account. It is his responsibility to manage his account either by monitoring his spending via ATMs, statements or online banking.

If he incurs charges for going overdrawn it is his fault. The charges are clearly stated in the T&Cs.

Finally. Someone who understands bank accounts are the ACCOUNT HOLDER'S responsibility. Thank you!!:T

ses6jwg

smartiedriver wrote: »

Finally. Someone who understands bank accounts are the ACCOUNT HOLDER'S responsibility. Thank you!!:T

I actually work for Santander so you do have to learn a bit of "tough love" when it comes to bank charges.

We refund:
1) All charges incurred during that statement period if the customer went less than £10 into an unauthorised overdraft
2) One charge per 12 months up to the value of £25 "at discretion"

If the charges don't fit this criteria, it's a case of "Sorry, but unfortunately it is your responsibility to manage your own account. There are accounts avaliable with lower bank charges if you would like some information on those, such as the Reward or Preferred account?"

^^

That is probably what happened on this occasion.

The Reward is sold non-advised, so we give the customer all the facts and figures, but it's up to them if they wish to proceed, we can't say "you have to get this account", or "this account would be better for you"

Whether the adviser in this instance did that unfortunately that is not for me to say.
However, that is why we and most other banks have a checklist for fee-paying accounts that the customer must read and sign before the account can be upgraded.

By reading and signing they are agreeing to the £10 fee and that the benefits would be of use to them.