Advice on Santander

harrychops

Santander have sent out a standing order twice which has resulted in me missing two direct debits that were due out the same day. As a result of this i made the call to complain, they could not explain why it happended, but told me they would not charge the £50 missed payment fees, i know you wont !! Anyway i then received a call apologising for this mistake and would i accept them not charging me the fees and an added bonus of them giving me £15.

My answer was no i dont accept this, you charge me £25 without even thinking if i ever miss a payment, so i dont feel this is acceptable.

Any advice on where i should go next with this would be appreciated.

Thanks

psychic_teabag

Hmm.. I guess you have to decide what would be acceptable. Bigger payment as apology ? Personal letter of apology from branch manager / CEO ? Insist that they spend as long as it takes to find out why it did happen, and fix it ? A formal complaint to add to their statistics ? Someone's head to roll ? Massive fine from the FSA ? Whole UK arm of Santander shut down ?

davethorp

Did you get charged anything by the companies whose direct debits failed as a result of the error. Or are they for things like loans or credit cards or anything else which would report to a CRA. Are you still out of pocket as a result of the double paid SO?

If yes to any of the questions then I would expect more from Santander to put this right such as covering the charges, refunding one of the standing orders or getting in touch with the companies concerned and/or the credit reference agencies as well as a goodwill gesture. If no then Santander's offer is a touch low but not a million miles away from what I would have expected

Gromitt

If you want more than that then you'll have to prove your out-of-pocket expenses. If you didn't exactly get charged anything due to their incompetence then good look getting anything more.

They can charge whatever they like as long as they tell you before you open the account. You must have agreed to this so good luck using it as an excuse to try and get more out of them.

dalesrider

harrychops wrote: »

Anyway i then received a call apologising for this mistake and would i accept them not charging me the fees and an added bonus of them giving me £15.

My answer was no i dont accept this, you charge me £25 without even thinking if i ever miss a payment, so i dont feel this is acceptable.

Any advice on where i should go next with this would be appreciated.

Thanks

Well untill you told them that you had been debited twice, they would not know.
It is quite clear what their charges are. As above untill they are aware of the issue. They will charge.

They have apologised for the error. made sure you wont be charged and offered a sweetner.

If you are not happy then you need to go back, with a reasoned amount of loss that you will take. Any charges from the DD missed? Or calls to co's to advise of the problem?
They would be fair to add in.
Just don't go overboard, or they will decide that letting FOS deal, even though it will cost them more, is worth it from the point of view that they have done everything to sort the issue and it is you who are now refusing to allow them to deal. But be aware that even though it was their error. They have rectified it and offered a solution.

Don't bite of your nose to spite your face.

harrychops

Thanks for the advice, i guess ill just have to take it. No charges from other companies as one was water the other council tax.

Cheers