Santander closed the wrong account...

kev225

Last Wednesday I rang them to close my ISA and transfer the money into my 123 current account. Was told it would be done by Monday, fair enough.

Monday arrives and both accounts are still showing online.

Yesterday I logged in online to find my ISA alive and well but my current account had vanished!

Rang them up immediately and they said they'd get it re-opened ASAP including any direct debits and would send me a cheque for £70 for the trouble.

My account could take up to a week to re-open, plus however long it takes to get a new card sent out. In the mean-time I'm unable to pay any bills.

What should I be saying to minimize the time it takes them and to maximize any possible compensation?

tanith

You don't think £70 is ample compensation? they made a mistake , admitted it and compensated you , how much more do you want?

badger09

kev225 wrote: »

Last Wednesday I rang them to close my ISA and transfer the money into my 123 current account. Was told it would be done by Monday, fair enough.

Monday arrives and both accounts are still showing online.

Yesterday I logged in online to find my ISA alive and well but my current account had vanished!

Rang them up immediately and they said they'd get it re-opened ASAP including any direct debits and would send me a cheque for £70 for the trouble.

My account could take up to a week to re-open, plus however long it takes to get a new card sent out. In the mean-time I'm unable to pay any bills.

What should I be saying to minimize the time it takes them and to maximize any possible compensation?

If you incur any additional charges or interest because of Santander's error, they should obviously compensate you for those aswell. Otherwise, I'd agree with tanith - £70 sounds like a decent 'apology'

innovate

Did you have any standing orders or direct debits on that current account? Did any issue arise from these not being paid in time? Were any incoming payments (salary etc) bounced? What happened to the balance of your current account? Where was it paid to? Or was the balance zero? In the latter case, you probably should just take the £70 and move on.

bigfreddiel

kev225 wrote: »

Last Wednesday I rang them to close my ISA and transfer the money into my 123 current account. Was told it would be done by Monday, fair enough.

Monday arrives and both accounts are still showing online.

i'm curious as to why you didn't just do the transfer yourself online - could you tell us why.

then you could have asked thm to close your isa account and not even mention your current account so it would reduce the cane of it being closed by mistake.

cheers fj

innovate

bigfreddiel wrote: »

i'm curious as to why you didn't just do the transfer yourself online

Are you sure you can do it online? I can see my ISA online but am not able to make any transfer from it myself.

kev225

I couldn't transfer from my ISA online so was forced to involve Santander incompetence.

TBH I didn't request any compensation, they just said that I was getting a cheque.

I've further clarified that any charges I possibly incur will be on their head.

£70 is nice, I'm not ungrateful for that, but there was a reason I needed access to my ISA funds. Being cut off from them, AND my current account for at least a week is quite awkward when you've moved into a new house and have a fair few costs flying about.

bigfreddiel

kev225 wrote: »

I couldn't transfer from my ISA online so was forced to involve Santander incompetence.

okay, the last time i had a santander isa it was atually a&l and you could do it online yourself.

just a small tip for future - you should have only asked santander to do one thing at a time, that way they would not have beenable to mix up 2 account numbers and close the wrong account - time consuming i know but they are an appaling bank and you have to take contol by making sure your instructions cannot be confused or mixed up

cheers

fj