Santander has lost my Cash ISA Money!!!

richy_7

Well a week or so later, and still no closer to getting my money.

Santander called me last Friday, and said they wanted to resolve my complaint. Whoopee I thought, finally! I asked if they had found my money, no they hadn't, but were looking at transactions to see if they had paid them into the wrong account. They said they would call me a day or two later. They didn't. They also said they had sent the AA a chase up letter earlier in the week, I phoned the AA, they had received nothing.

I gave them a call on Weds and asked them how the progress of my complaint was going, the guy I spoke to knew nothing about it, despite me phoning the complaints department. After putting me on hold for a few minutes, he came back with 'We havent received your funds', despite me telling him several times that the AA had sent them the funds and that Santander had cashed the funds, as far as the AA were concerned.

My letter to the manager of the ISA department is still awaiting a response.

Next stop will be an email to the CEO and a phone call to mr Ombudsmen.

I have never dealt with such a bunch of unhelpful people before in my life.

Mechanical

Mechanical wrote: »

To date (3 weeks later) i've received a further 2 letters from Santander, both stating that Natwest have yet to transfer my funds. Just checked online and yes, my Natwest isa is still open. If I lose out on any interest to whom should I complain and what amount of compensation should I demand?
On a similar matter although not isa related, i'm still waiting for a definitive response from Lloyds tsb whom I complained to twice in writing beginning on 6 April. All i've received from them so far is confirmation of my first letter and another offering apologies for the delay and stating that I should get an answer in the first week of July.

These banks need a good kick up the backside as far as i'm concerned.

And i'm still waiting.......for Natwest to transfer my isa funds. Over 4 weeks now.

Had satisfaction from Lloyds however on the non isa matter. All bank charges refunded, phone call charges paid plus a small amount of compensation for all the hassle.

richy_7

Mechanical wrote: »

And i'm still waiting.......for Natwest to transfer my isa funds. Over 4 weeks now.

Had satisfaction from Lloyds however on the non isa matter. All bank charges refunded, phone call charges paid plus a small amount of compensation for all the hassle.

These banks truly suck.

Email sent to Santander CEO and financial ombudsmen contacted. I really think my money will never be seen again!

richy_7

So after nearly 3 months of my money being missing, and countless phone calls/messages/letters to Santander, it would appear the best move was to email the CEO.

Emailed CEO on Friday, had a call from someone she passed my email on to today and now magically my money has appeared in my account

Finally!

Al_Ross

Are they paying you compensation for the missing 3 months interest?

Shaloolah

richy_7 wrote: »

So after nearly 3 months of my money being missing, and countless phone calls/messages/letters to Santander, it would appear the best move was to email the CEO.

Emailed CEO on Friday, had a call from someone she passed my email on to today and now magically my money has appeared in my account

Finally!

Hi Richy_7, I was promised that a new cheque has been issued for my funds and that it should clear within 5 days, reaching my account this week. It's now Thursday and still no sign. You are right - they are the most unhelpful bunch of people, EVER! If I have to phone their 0845 number again, listen to that music again, explain the whole rigmarole AGAIN to someone who knows nothing about it, I WILL GO MAD!! I am in the process of getting the Financial Ombudsman onto it whether my money appears today / tomorrow or not. (It's now 9 week since my 11k disappeared). I'm now thinking it's worth e-mailing the CEO as you did. Is it Ana Botin? Do you mind passing on her e-mail address please, or tell me where I can find it?

Many thanks

richy_7

Shaloolah wrote: »

Hi Richy_7, I was promised that a new cheque has been issued for my funds and that it should clear within 5 days, reaching my account this week. It's now Thursday and still no sign. You are right - they are the most unhelpful bunch of people, EVER! If I have to phone their 0845 number again, listen to that music again, explain the whole rigmarole AGAIN to someone who knows nothing about it, I WILL GO MAD!! I am in the process of getting the Financial Ombudsman onto it whether my money appears today / tomorrow or not. (It's now 9 week since my 11k disappeared). I'm now thinking it's worth e-mailing the CEO as you did. Is it Ana Botin? Do you mind passing on her e-mail address please, or tell me where I can find it?

Many thanks

Hiya, if you email ceo@santander.co.uk that will work.

I had a call from a Caroline Downey a couple of days after sending the CEO the email and it is all sorted now.

Apparently Santander had the money all along (as I suspected), and it had not applied to my account because of an 'administrative error' (suspect in wrong account, but wasn't bothered what the error actually was).

Still all sorted now, they have backdated the interest to 26th April, when my AA account was closed and £60 cheque on way for gesture of goodwill.

Just happy its all sorted now.

I'd definitely go the same way, email the CEO now! I was about to call the ombudsmen as well, I had sent them an email already.

Trying to get the Santander ISA team/complaints team to do anything was proving a nightmare.

Best of luck!

Shaloolah

Thank you! CEO here I come.....

Mechanical

Mechanical wrote: »

And i'm still waiting.......for Natwest to transfer my isa funds. Over 4 weeks now.

5 weeks now.
Today, I was unable to access my Natwest isa account online, so it would appear that they have at last transferred my funds to Santander. Hopefully the latter will confirm this in the next few days.

Shaloolah

Shaloolah wrote: »

Thank you! CEO here I come.....

It worked! I e-mailed the CEO on Monday, had a call from the 'Chairman's Complaints Team' that very day and was assured they would sort this out urgently! At last! They also advised I'd been given the wrong information all along, and that Santander should have put a trace on the cheque immediately. Thay apologised for the poor customer service and advised that they will be looking into it very closely and using it as a 'training exercise'! My interest is being backdated and I am getting compensation. Finally! I am not going to follow my case through with the Financial Ombudsman now - Santander have finally put their money where their mouth is!! Thank you to Richy_7 for the good advice!