Santander Issues - £100 offer

mgarl10024

Hi all,

Just wanted to tell you about the problems Santander are giving us with switching our account - in the hope that others may be aware of the issues, and perhaps someone could offer advice (other than leaving!).

In short, my GF and I, both switched our current accounts to Santander to get the £100. In order to do this, you need to use their Account Transfer Service, and to switch at least two DDs/SOs.

Mine switched flawlessly, and I'm on track to meet all the conditions to get the £100. I don't have it in my hands yet, but I'm hopeful.

My GF's however has not gone well.
She set up the account, then received a letter from Account Transfer Services to say that our existing bank had failed to supply they with the information or that there were no DDs/SOs present (there are two), and could we fill in a form to 'give them permission to talk to our old bank'. We filled it in and sent it back at our own expense.

A week later, we get another copy of the same letter (saying again that our existing bank had failed to supply they with the information or that there were no DDs/SOs present) and a second copy of the form which would 'give them permission to talk to our old bank'. She wrote to them at our expense a letter saying that if there were issues could they please get in touch directly rather than just sending a third copy of the same form, enclosing the second copy of the form.

You guessed it. A week later, identical letter and form.

She then gets another letter, reminding her that in a few weeks they'll be checking her account to see if she qualifies for the £100, and that in order to get it, she needs to have transferred her account!

She's fired off a letter to their Complaints dept as the Account Transfer Service team don't seem to be listening.

Is this common? Are others getting this?
Are the Complaints dept any good?
Is she ever likely to see the £100?

Thanks,

babs98

Any bank which has to pay people to open an account is advertising that its service is poor. To answer your questions:

Is this common? Are others getting this? - poor service is Santander's speciality

Are the Complaints dept any good? - no

Is she ever likely to see the £100? - she'll have more to worry about when Santander have done their worst.

kostigovs

Phoned the complaints dept. the other day-not really a complaint just wanted to get something off my chest. £20 compensation paid into my account 10 minutes later

JimmyTheWig

Assuming you've done everything right and you stick at it then she'll get the money. I'd also be asking for something extra as a gesture of goodwill.
But you do have to keep on at them about it. Maybe try phoning / emailing rather than writing - it's usually quicker.

bjorn_again

After an hour on the phone to the complaints dept., yesterday, I withdrew every penny I had with Santander. I started saving with Abbey back in 1993, and have had ever increasing sums deposited with Santander since that time. They don't appear to be concerned despite the fact that it was a significant sum that I withdrew or the fact that I was a customer of nearly 20 years.
My perception of Santander is that it runs on an ethos of incompetence and apathy.

mgarl10024

Thanks for all the responses - very helpful.

An update from this side - after sending the letter to complaints my GF gets a phone call. Whilst on the telephone, the chappie contacted the Account Transfer Service, who checked their system and could instantly see the two standing orders waiting to be switched and could see no reason why they had failed 3 times, nor why her account would not be eligible. He was very apologetic, and then ran through the criteria needed to get the £100 once the account was 13 weeks old, and stated that there was “no reason why you would not be eligible”. My GF challenged him (as all the paperwork from Santander stated that in order to get the £100 she had to have transferred my account including two standing orders) and asked him that he confirm in writing that the £100 would be paid - but he refused on the grounds that the account was not 13 weeks old yet.

Due to the fact that the account was not 13 weeks old (and so the £100 wasn’t yet due to be paid), he felt that the complaint was without grounds, and offered £20. Given the time taken and postage of two forms and two letters my GF felt this was unjustified. He said that this complaint would then be referred to “Stage 2” complaints and that we should await a response, and a letter from him.

She then finally (almost two weeks later) received the letter from him where he explains that contrary to his advice on the phone that she will not get the £100, and that rather than referring my complaint onto “Stage 2” that she had to herself get in touch with the complaints department again. This is absolutely appalling customer service.

She fired off a second letter to Customer Service, where she mentioned that if the amount + costs was not paid, she would be off to the FOS. A week later, a payment was made to her account. She's awaiting a letter from them with their reasoning, but it seems that they have paid up (and rightly so!).

Seemed like such a battle, but at least it was all put right in the end.

Hope this is useful for someone.

Thanks for all your help,