Santander credit card fail

Angry_AW

Hi all,

Wonder if anyone else is having or has had the same issues I am. I've had a Santander card for years and for the last 12 months or so had a bill payment set up from my bank (HSBC) to pay chunks off my balance each month.

This has all been fine until the other day when I get a call from Santander collections saying I've default on payment since mid December 2012. However since then I've made two payment via the bill payment method, neither of which collections claim to have received.

So HSBC supply me with details of all payments I've made during the last 6 months, including the two 'missing ones', including the sort code and a/c number of the Santander Account they've gone into.

Armed with this I go to Santander again who claim this isn't their account and can't access it to retrieve the money, despite the fact that where's payments have been landing and been cleared for the last year or so.

They also tried to fob me off by saying the money would have bounced back to HSBC which it quite clearly hasn't.

Anyway, despite been sat on my money, Santander are basically leaving me to resolve this. The branch staff have been no use and their complaints department don't fill me with confidence.

Oh and as a final insult, despite assurances I'd get no more calls while this is being investigated and me making cash payments to bring my account out of arrears, if had collections on again today.

Sorry to rant but has anyone else experienced this?

Thanks!

[Deleted User]

I think most Santander customers experience that sort of thing. Their customer service is unique.

bengal-stripe

Did your payment include your 16-digit card number as reference? Could this number have fallen off (for whatever reason) between the November and the December transfer?

If the number is not included, the payment cannot be allocated to the correct card.

jobdone1

santander in my own personal view a complete joke, Their customer service is very poor, I am glad i left a year ago. I had no choice when my account was renamed santander from alliance and leciester in them days it was all roses then came along SANTANDER.

dalesrider

bengal-stripe wrote: »

Did your payment include your 16-digit card number as reference? Could this number have fallen off (for whatever reason) between the November and the December transfer?

If the number is not included, the payment cannot be allocated to the correct card.

Could be a valid point if the OP has recieved a new card with a diffrent number.

But that money will be sat in a santander holding acccount....
Which is a simple task for them to allocate to the correct card.

MK55

Something with your payment is a miss, reference number, changed SC / AN with Santander, or you didn't include your card number.

They just need to raise a missing payment and find your money from their suspense account.