Santander cancelled Auto Card Renew?

phil8715

My partner and I have a joint bank account which is a current account that gives us a Visa Debit card each. My partners card is due to expire on 31st January. We rang Santander in the first week in January and was told it would be sent out in the middle of January. We waited till yesterday the 29h of January, my partner rang to find out why the card hadn't arrived only to be told it had a do not renew flag on the account, we questioned why this was the case and the advisor said she honestly didn't know, she had a look at the account and said she could see no reason why there was a flag on the account as it was in the black and we've not had a bank charge for over a year, the flag was then lifted. My partner asked to check my status for a card renewal as mine finishes in March, there was a do not renew flag on my card also which was lifted too. The advisor told us that it was the underwriter who put this flag on, not the bank. My partner will be without a card till the new card arrives in 5-10 working days.

My partner was told that its not bank policy to inform customers that these flags are set.

I can only think of 2 reasons why this has happened:
1.The bank doesn't like our kind of customer because we are careful and keep the account in the black and they can't make money from overdrafts and bank charges.

2. The government may have told the bank anybody who is on benefits like us not to renew their card.

Has this happened to anybody else?

jonesMUFCforever

1 - no
2 - no but perhaps a good idea for the future?

This is an oversight pure and simple - Santander c**k up again cue for a new thread!

Consider changing banks?

ses6jwg

I think you're thinking into it too much.

Do you use the account regularly?

happy_bunny_2

Send theme written complaint, hopefully get a few quid compensation and then find a decent bank...

phil8715

ses6jwg wrote: »

I think you're thinking into it too much.

Do you use the account regularly?

Yes i use it every week it's a current account.

Naf

Do not renew often refers to a change in facility.
What card Santander's system offers is dependant on how much money goes through the account each month (total deposits). 'Too low' (whatever that is, I never did know the actual limits) and it will only offer the equivalent of Visa Electron (it's called something different now, but is still a lesser card).
Sometimes these blocks appear when addresses change.
Or it could be related to the credit standing (not underwriters - current accounts don't have these) from previous charges.

dalesrider

phil8715 wrote: »

The advisor told us that it was the underwriter who put this flag on, not the bank. My partner will be without a card till the new card arrives in 5-10 working days.

My partner was told that its not bank policy to inform customers that these flags are set.

I can only think of 2 reasons why this has happened:
1.The bank doesn't like our kind of customer because we are careful and keep the account in the black and they can't make money from overdrafts and bank charges.

2. The government may have told the bank anybody who is on benefits like us not to renew their card.

Has this happened to anybody else?

Santander ARE THE UNDERWRITER......
They decide who can and cannot have a card.
A flag such as this would be set by their credit services team. And they would tell you if you were not getting a card....

1. Believe me banks are more than happy when people stay in the black and do not incur charges.
2. :rotfl: Watch out the little green men are out to get you....
Do you seriously think that is even possible.

It will have been a error made by some staff member who has put the flag on the wrong cards. Or a system error.
Made even worse by a advisor who did not have a idea about what they were talking about.

pmduk

phil8715 wrote: »

2. The government may have told the bank anybody who is on benefits like us not to renew their card.

Why on earth do you think a Government would get involved in the details of a bank account running to this extent?