The evil Santander again

dhj

Just had my mother on the phone. Apparently Santander rang her earlier to speak to her. After a brief call they apparently told her that she had to attend an office to talk to somebody. She rang back shortly after and explained that she is 82, partially disabled and partially deaf. She also explained that there is no Santander branch where she lives. She was told that it was up to her to arrange transport to her closest branch and they weren't prepared to speak to her over the phone. I'm nearly speechless at the arrogance of these people and, needless to say, the sooner I can get my mums money into another bank account the better.

Sailmakers

Does she have a bond maturing on the 1st of march? If so it will be to do a 'bond option maturity form'. If not it may be the security team because something has been picked up on one of her accounts and she needs to go in with ID. Hardly 'arrogance', I'm sure they are not just trying to get her in for nothing...

missile

I'm sure they are not just trying to get her in for nothing...

I wish I had your confidence. I would not be surprised if some jobs worth was trying to meet their target for customer sales meetings.

I cannot think of why they would not at least tell her WHY they required her to visit over the phone, they could send a letter.

Switch her bank asap.

WhiteHorse

dhj wrote:

She was told that it was up to her to arrange transport to her closest branch and they weren't prepared to speak to her over the phone. I'm nearly speechless at the arrogance of these people ...

They routinely try and intimidate people.

Sailmakers wrote: »

I'm sure they are not just trying to get her in for nothing...

All the banks do this sort of thing now.

"We need to review your account" is the standard line. People are gulled into thinking that it's something 'official' and that they 'have' to attend.

They want to get her into the branch so she can be subjected to high pressure selling.

xylophone

From Jessica Investigates (Daily Telegraph Money) 4th Feb.
"A fixed rate bond with Santander matured and I filled in the form as directed and also sent my passport for identification. I also had a letter from the Operations Manager confirming the application for the amount to be sent to my address. I have now been told that I cannot receive the cheque unless I visit a branch six miles away. I am 92 and housebound and need the money badly.

My involvement led to a cheque for £12,848, the amount at issue , being despatched by Royal Mail Special Delivery. To apologise the bank separately sent £73.92 to cover lost interest and a £70.00 goodwill gesture. This shows how problems can be got around when a bank puts its mind to it."

pmduk

xylophone wrote: »

From Jessica Investigates (Daily Telegraph Money) 4th Feb.
"A fixed rate bond with Santander matured and I filled in the form as directed and also sent my passport for identification. I also had a letter from the Operations Manager confirming the application for the amount to be sent to my address. I have now been told that I cannot receive the cheque unless I visit a branch six miles away. I am 92 and housebound and need the money badly.

My involvement led to a cheque for £12,848, the amount at issue , being despatched by Royal Mail Special Delivery. To apologise the bank separately sent £73.92 to cover lost interest and a £70.00 goodwill gesture. This shows how problems can be got around when a bank puts its mind to it."

Santander does this sort of apology routinely, but only when you get the press involved.