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Problem with Santander account for an NZ national
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The_Treepig
Posts: 4 Newbie
Hey guys,
Just looking for a bit of advice on this one.
My girlfriend is from New Zealand and is living with me in the UK currently. When we got here last summer, she opened a basic account with Santander (she was told that she could not get a better acount with a debit card without waiting 6 months so her credit score would be better).
She waited until the end of March and went back in to the local branch to see if she could get the account with a debit card - she was told at the appointment that she had been accepted for the new account, but that there had been 'a glitch' with their computer systems so they would send her the details within 10 working days.
Two weeks later, she'd still heard nothing and started trying to contact the branch by phone (we commute to work so she doesn't have time to go into the branch in the week). The customer service was pretty poor, she was told she would be called back and wasn't, but after calling up for a few days, she managed to get through. They said IT was still trying to sort it out, but they'd let her know.
One week later, still no word so she called them back this afternoon, and was told that she HADN'T been accepted for the new account after all, on the basis that she doesn't have any direct debits set up (we live in a shared house so have a standing order to pay the person who pays the bills), despite the fact that she's got a good few grand in her account and is getting paid regularly. Apparently she is eligible for a credit card though, which I don't really understand!
The worst part of this is that they have told her that because they thought there had been a computer error, they ran a credit check on her twice, and when she said she would look at other banks they warned her that because she'd already had two credit checks done then it would have an adverse affect on her credit score with other banks! I'm not sure whether they're just telling her that so she doesn't close her account, but if it is true, surely that is ridiculous, particularly since my girlfriend didn't even give consent for this second check.
Can anyone give any advice on this situation? I hear that Santander's customer service is pretty poor anyway, which it has been, but what's happened with these credit checks seems really suspect - you'd think if she has had two credit checks run in error then there would be some recourse to alter this so it doesn't negatively affect thing if she chooses to bank elsewhere.
Obviously she'll be closing her Santander account, but I'm hoping there would be some way to mitigate any adverse effects on her credit score, given the fault is entirely with Santander.
Just looking for a bit of advice on this one.
My girlfriend is from New Zealand and is living with me in the UK currently. When we got here last summer, she opened a basic account with Santander (she was told that she could not get a better acount with a debit card without waiting 6 months so her credit score would be better).
She waited until the end of March and went back in to the local branch to see if she could get the account with a debit card - she was told at the appointment that she had been accepted for the new account, but that there had been 'a glitch' with their computer systems so they would send her the details within 10 working days.
Two weeks later, she'd still heard nothing and started trying to contact the branch by phone (we commute to work so she doesn't have time to go into the branch in the week). The customer service was pretty poor, she was told she would be called back and wasn't, but after calling up for a few days, she managed to get through. They said IT was still trying to sort it out, but they'd let her know.
One week later, still no word so she called them back this afternoon, and was told that she HADN'T been accepted for the new account after all, on the basis that she doesn't have any direct debits set up (we live in a shared house so have a standing order to pay the person who pays the bills), despite the fact that she's got a good few grand in her account and is getting paid regularly. Apparently she is eligible for a credit card though, which I don't really understand!
The worst part of this is that they have told her that because they thought there had been a computer error, they ran a credit check on her twice, and when she said she would look at other banks they warned her that because she'd already had two credit checks done then it would have an adverse affect on her credit score with other banks! I'm not sure whether they're just telling her that so she doesn't close her account, but if it is true, surely that is ridiculous, particularly since my girlfriend didn't even give consent for this second check.
Can anyone give any advice on this situation? I hear that Santander's customer service is pretty poor anyway, which it has been, but what's happened with these credit checks seems really suspect - you'd think if she has had two credit checks run in error then there would be some recourse to alter this so it doesn't negatively affect thing if she chooses to bank elsewhere.
Obviously she'll be closing her Santander account, but I'm hoping there would be some way to mitigate any adverse effects on her credit score, given the fault is entirely with Santander.
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Comments
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Take it from me she won't get upgraded.
IMO she has not been here long enough - some banks require 3 years minimum.
Again IMO bank staff chasing reward points thinking they could buck the system.0 -
jonesMUFCforever wrote: »IMO she has not been here long enough - some banks require 3 years minimum.
Really? Out of interest, which banks are these?
Whilst I am sure that not everybody is able (for whatever reason) to open an account as soon as they get off the boat, so to speak...as a NZ'er and a banker (in London for 20yrs), I have been asked countless times over the years for advice on opening a British a/c. My advice has always been that, unless you have a particular reason for wanting to open an a/c prior to leaving NZ, wait until you get here.
Not once, to my knowledge, have any of these people not been able to open an a/c (usually with HSBC or Lloyds).0 -
The_Treepig wrote: »Obviously she'll be closing her Santander account, but I'm hoping there would be some way to mitigate any adverse effects on her credit score, given the fault is entirely with Santander.
OP - I'd be inclined to go to a bank with a better reputation for customer service (ie. any other bank than Santander) and fully explain the situation. You say that she is getting "paid regularly"...being able to validate this (eg. payslips or permission for the bank to call her employer) might help to offset the other issues that you mention.
Anyhows...tell your girlfriend 'kia ora' and 'good luck'...0 -
Didn't say they would not open basic accounts - just not fully fledged accounts with credit facilities.Really? Out of interest, which banks are these?
Whilst I am sure that not everybody is able (for whatever reason) to open an account as soon as they get off the boat, so to speak...as a NZ'er and a banker (in London for 20yrs), I have been asked countless times over the years for advice on opening a British a/c. My advice has always been that, unless you have a particular reason for wanting to open an a/c prior to leaving NZ, wait until you get here.
Not once, to my knowledge, have any of these people not been able to open an a/c (usually with HSBC or Lloyds).0 -
jonesMUFCforever wrote: »IMO she has not been here long enough - some banks require 3 years minimum.
Not really, my misses is from china, arrived here and in a week she got a full current account Visa Debit with HSBC with out A PROBLEM
(well HSBC tried to fob her of with a passport account - untill they met me) lol
3 years? that's rubbish• HSBC (Main A/C)
• Halifax Back up A/C
• Lloyds (Spending) A/C
• RBS Back up A/C
• Barclays Old A/C
• Nationwide Old A/C0 -
When was that?Not really, my misses is from china, arrived here and in a week she got a full current account Visa Debit with HSBC with out A PROBLEM
(well HSBC tried to fob her of with a passport account - untill they met me) lol
3 years? that's rubbish
Has she got an overdraft or credit card? If so what are the limits?0 -
jonesMUFCforever wrote: »When was that?
Has she got an overdraft or credit card? If so what are the limits?
only a year ago, she got an overdraft of 1k
(with some aggressive negotiations by me lol..)
And a £500 HSBC Credit Card
But she got the overdraft and credit card when she got a job
(i.e 3 months later) - but got the FULL current account Visa debit within a week she arrived.
Not sure what your on about tho 3 years?
Gotta watch HSBC tho, they always tend to 'sell the passport' account to non UK citizens (even if there here for LIFE) tricky b@stards
unfair to.• HSBC (Main A/C)
• Halifax Back up A/C
• Lloyds (Spending) A/C
• RBS Back up A/C
• Barclays Old A/C
• Nationwide Old A/C0 -
I would be tempted to try a different branch.
I work for Santander and if somebody has Basic Current Account, and provided they have conducted their account well and they are not bankrupt or have CCJs, most people WILL get accepted for the Instant Plus Account after 3 full months of behavioural scoring.
The Instant Plus is a limited facility bank account with a debit card. No chequebook or overdraft. It is not widely advertised.0 -
How is it different to the basic account then?I would be tempted to try a different branch.
I work for Santander and if somebody has Basic Current Account, and provided they have conducted their account well and they are not bankrupt or have CCJs, most people WILL get accepted for the Instant Plus Account after 3 full months of behavioural scoring.
The Instant Plus is a limited facility bank account with a debit card. No chequebook or overdraft. It is not widely advertised.
Is it not advertised as there is no reward for staff converting an account to it?0 -
jonesMUFCforever wrote: »How is it different to the basic account then?
Is it not advertised as there is no reward for staff converting an account to it?
The Basic Account has no debit card facilities, just a cash card.
Yes, there are points on offer for branch staff to open one.0
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