Ongoing Santander loan problem

Ayrshireman

Hi all,
I'm around 1/2 way back paying off a loan from the above. When I took it out it was set up to be repaid via direct debit. After a few months I got a phone call telling me I was in arrears turns out that they couldn't set up the direct debit due to a well known fault on their system. For months I had to phone up on pay day to make the mothly payments over the phone which was a nighmare often getting passed around depts each deniging I made the payment the pervious month with them often it would take up to 45mins of being passed from pillar to post for it to be sorted.

In the end I had a complaints handler deal with my case and was rewarded a decent 3 figure sum to compensate for the messing around.

Finally after me repeatedly requesting to set up a standing order resolve the issue they relented and for a while not had a problem until tonight.
Got a phone call from one of their outsourced compaines claiming I didnt make Dec's payment and the lass on the phone was a bit cheeky as well. Now I've checked online and the payment went out on the 28th and not the 26th as it should have I'm assuming this is due to the B/H I never had this problem last year.

I've phoned up to escalate my complaint but been told the dept I need to speak to is closed and I've asked for a manager to call me back tomorrow to discuss.

I'm not prepared to put up with their shoddy service anymore as also in the past they have put black marks on my credit file for no reason due to this which they have later had to retract.

So where do I stand and should I take it to the financial omibusman?

And the best laugh I bank with Cahoot ...who is owned by Santander!:mad:

XXSCOTSLASSXX

I sympathise with u re the direct debit fiasco I also received a cheque for inconvenience and thankfully account now closed.

unsure what the issue is tho, standing order is set up on your side for the date requested etc it does state when setting up standing order if falls on a holiday it will go the next working day and (unfortunately) a standing order is ur responsibility to make sure will go out in time(sorry )....

however if they calling u tonight to state payment not made id double check with bank that it has gone as standing orders are now crediting same day a payment is taken therefore should have shown on ur account on the 28th... also Santander dont pass to recovery and collections until after close of business on the 3rd day of late payment which shouldnt have happened as ur payment was made only 2 days late. reason I know this is due to the dd fiasco i refused to set up a direct debit with them and made manual payment each month, had to wait until 4 days after payment due as system wouldnt recognise payment as a monthly payment until had reached collections if that makes sense. had no issue with anything detrimental on credit report tho as payment always reached them just as collections had received so hopefully if payment was received the 28th there will be no black marks etc, id just check with bank that standing order did in fact leave on the 28th x

Ayrshireman

I have checked my online bank statement and it shows the payment has been made on the 28th

dancecrazylegs

i have heard lots of horror stories about santander, and wouldnt touch them with a bargepole! unfortunatly the bank that i have been with for the last 20 years - RBS is now owned by santander, i am reluctant to change banks as i have all my direct debits etc set up with them, but i am considering it

creditcardhelp11

As many Santander staff used to say - San Tan Would you Dare?

Sorry that's not helpful but I had to. You should not have had to set up a standing order that just shifts the onus to you. You need to make your standing order every 26 days or somthing there abouts so that you would be eraly rather than being late especially this year with all the Bank Holidays coming up. You need to get the dd set up and raise this complaint with the manager you speak to. Ask for the late payment charge and adverse report to be lifted. You can complain to the FoS in the end though you do have an alternative to the dd the s/o.

XXSCOTSLASSXX

apologies for the duplicate post site was playing up now removed ..noticed this in your post...

For months I had to phone up on pay day to make the mothly payments over the phone which was a nighmare often getting passed around depts each deniging I made the payment the pervious month

Am assuming you were making manual payment on the actual due date.... which makes perfect sense to anyone but Santander lol..... as I said in other post their system will not recognise a manual payment made as a required monthly payment until 4 days after the due date when it has reached collections... manual payments made before this time will be classed as a reduction of the balance or a previous late payment if is continuing month to month which is what they were stating to you month after month due to their carpy system lol I initially had the same issues with them until complaint went to 2nd line escalated and someone who actually knew what they were talking about explained it all !!! collections also confirmed was correct, so if ever making manual payment make sure is on the 4th day after the payment date lol

XXSCOTSLASSXX

is ur monthly payment date the 26th? reason im asking is if its the 29th/30th it will not register as the monthly payment if that makes sense.....hence why they may be saying is in arrears as that payment will be clearing the prev months late payment

XXSCOTSLASSXX

You need to make your standing order every 26 days or somthing there abouts so that you would be eraly rather than being late especially this year with all the Bank Holidays coming up. You need to get the dd set up.

I (bregudingly) agree the easiest option is to set up a DD due to the issues before I know where op coming from re DD tho.... setting up the standing order to come out early wont work due to their carpy system early payment will be classed as reduction in balance and then go on to show a missed monthly payment ...

Ayrshireman

Yes it's the 26th I make the payment thats normally the day i get paid and want all the bills out as close to it as I can. I cant set up a DD as their system simpley cant accept my bank detials it's a well known issue with them but they cant/or won't resolve it. Playing by standing order is my only option unless I revert back to paying it monthly which was more hassle than it was worth I think if I could have reached through the telephone I'd have strangled the idiot on the other end,

XXSCOTSLASSXX

ok so your statement shows the 26th as the payment due date for the month? am unsure then it obviously not the issue i was thinking it may be,

I can sympathise totally with what your going through used to drive me nuts every month trying to call and make monthly payments, and their choice of telephone music if put on hold is pants to say the least lol

Ayrshireman

It's the 26th every month it comes out apart from Dec it came out last Weds on the 28th. Hypocrites the lot of them if I set a DD up for it they would take the funds upto 4 days early and put you into the overdraft then charge you for the privilage.