Why is there tax deducted from my ISA?

savetilibleed

savetilibleed wrote: »

I got an email at around 10.45pm today (Saturday 12/05/12) to say my request has been processed. I looked online. It hadn't. Strangely the email was timed at 23.43.
Anyway I looked again 40mins and they have now corrected (added back the £8.02 missing) with no correction for anything that might have been lost in the 12 days (the transaction is dated 14 May, mistake was 2 May and I told them 3 May). I asked for an explanation - not got that. But 2 days ago I sent a Secure message as it had not been done asking for explanation so I better see a few days for that to happen (or not).

Further to this complaint, I received 2 automated phone calls from Santander, one today one yesterday, where I had to ID myself with a question with two answers, a day/month, one being correct one wrong where I had to respond accordingly. Then asked to key in the year of my birth. This was satisfactory. Then I was asked to wait for the next available 'resolver'. I waited about 5 mins before THEY ended the call saying they would call again.
What is the point of a system that calls you which doesn't have someone to talk to you! :mad: Crazy Santander!! And I'm damned if I see why I should pay for the 0845 call TO them that the number came from! :mad:

innovate

savetilibleed wrote: »

Further to this complaint, I received 2 automated phone calls from Santander, one today one yesterday, where I had to ID myself with a question with two answers, a day/month, one being correct one wrong where I had to respond accordingly. Then asked to key in the year of my birth. This was satisfactory. Then I was asked to wait for the next available 'resolver'. I waited about 5 mins before THEY ended the call saying they would call again.
What is the point of a system that calls you which doesn't have someone to talk to you! :mad: Crazy Santander!! And I'm damned if I see why I should pay for the 0845 call TO them that the number came from! :mad:

I know I shouldn't laugh, but this really did make me!! I had exactly the same experience a couple of weeks ago. Unsurprisingly, they never tried a second time!

Like you, there's no way on god's earth that I will call them on 0845 - - - I used [EMAIL="complaints@santander.co.uk"]complaints@santander.co.uk[/EMAIL] to follow up, and that seems to have had the desired effect - have made progress with my complaint.

You could also try 0800-092-2212 - - - it's their savings account application line but there is an option for 'existing accounts'. I never call
for complaints, it's not good for my blood pressure to select umpteen options, listen to muzzak forever, then eventually get talking to some clueless person (this isn't Santander unique...). I just prefer writing to them, and have them respond in writing.

Keep the faith!

keiran

I've established that ceo@santander.co.uk really does get you through to CEO's office.

Definitely worth emailing him, rather than their glib complaints procedure, IMNO

savetilibleed

innovate wrote: »

Like you, there's no way on god's earth that I will call them on 0845 - - - I used [EMAIL="complaints@santander.co.uk"]complaints@santander.co.uk[/EMAIL] to follow up, and that seems to have had the desired effect - have made progress with my complaint.

Hi,
When I sent my secure message it contained account number/sortcode info. If I use the email address you suggested (as I have not had another aborted call from them so I assume they have given up), I need somehow to be able to refer to the account, but due to insecurity of email I'm not sure how to. And of course the lack of it won't enable then to ID me and the account. How do I get over that one??

innovate

I just quoted my sort code and account number -- - not really sensitive information, it's been printed on cheques since the year dot. (Or you could quote your VISA card number and the last four digits of the account number the query is about, if you feel uneasy about using acct no/sort code).

They managed to figure out from the sort code/acct number who I am and sent a letter to me, which has a complaint reference number. I now use this one on the internal messaging system, and we seem to have a constructive dialogue going......