*****Help SANTANDER urgent*****

Cotton_wool_katie

If i have put in wrong place please feel free to move.

On monday of this week i had a letter from a credit card company to say they had not recieved their payment. I always go online and pay that way.
I looked on my online account and it had said it had not been paid but on my statement it showed i had paid 2 other credit cards on the 5th of this month, they confirmed this when i phoned on tuesday, they confirmed the ammounts etc.

Today i had a phone call from one of the other credit card companies to say they have not recieved payment. So go online and the payments for the 5th have disappeared. Phoned santander and they said they have not been paid, i told them it had shown on monday and tuesday as paid but now gone. They said it can't just dissapear. They also listened to phone call and said that it was said that they had not been paid, but i know for a fact they said they had and that it was shown on my statement. Was also told there had been glitches in internet system.
I asked them if they heard on the phone call about there being gliched in the system and they wouldent answer the question. i also asked about listening to the call and they said they could only send it on cd and it would cost £10. My husband then went on the phone to ask all the same things and after about 5 minutes the manger cut the call off, we were not being abusive or swearing or anything that would cut the call off.
We then rang customer services and they told us we could go into branch and they could request the phone call and we could listen to it in branch in a few days.

I understand that things cannot dissapear from screen but i know i paid all of these payments and they went through.

Going into branch tomorrow, any advice please - hope this makes sense

thanks for reading

inspector_gadget_2

Hi,

Whilst I might not be able to help you on your finanace problem I do work developing software for contact centres and know that if the call was recorded there is a strong possibility the screen was also captured too. If the agent you spoke with was viewing your accound and could see the transaction then theoretically they should have a copy of this.

I would perserve as much as you can! Best of luck!!!

Cotton_wool_katie

inspector_gadget - excellent do you know if we could we get a copy of this. i said i should have done a print screen of the account on monday but the hubby says that they will just say we messed around and changed the info.
In hindsight i should have done this but you dont expect a online banking system to change.
Could i ask you one more question - do you think it is possible that this has happened? and that it could have dissapeared, baring in mind alliance and leciester was and is changing to santander online and i was told there had been glitches.

Thanks

stclair

Have the funds actually debited your account? and your balance been reduced? due to these transactions.

Cotton_wool_katie

stclair - on monday the funds had debited and it showed on the account now the balance is the same but the transactions arn't there i am just going through it to see if it all adds up

Cotton_wool_katie

it all adds up to the correct ammount to say it has not been debited but how to explain how it showed on statement

stclair

Cotton_wool_katie wrote: »

it all adds up to the correct ammount to say it has not been debited but how to explain how it showed on statement

How was you making payment to them was it via direct transfer?

Was there enough funds in the account to cover the payments?

I would make the payments via another method ASAP.

Cotton_wool_katie

stclair - yes it was via transfer - where it shows on your statement the moment you do it ( sorry dont know correct words)
- yes there was enough funds in the account
- we have been in touch with credit card companies and they have put we are having problems with the bank, going to get payment to them asap

thanks

MoneySaverLog

Time for a new bank I feel, this sort of thing can affect your credit file with missed payments being registered so be careful.

pmduk

you been santandered! As the previous poster says, find a real bank.

System

Any bank's online system can have problems from time to time not just Santander (although I in no way want to support Santander)

Santander's online system should have an audit trail for the transactions even if the online system failed to make the payments to the credit card(s). But, that is not going to resolve the Credit Card payment issue. You need to arrange the payments again A.S.A.P.