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SANTANDER - probably the worst customer service in the world
Trolleydash
Posts: 69 Forumite
The other day my husband applied for the Santander 123 Credit Card. He also applied for a 'spouse card' for me. Soon after, I received a PIN notification from Santander and today I received a Credit Card to our home address. My husband still hadn't received his PIN or Credit Card. My husband when attempting to get my card activated failed the security checks, on address details...
It transpires that more than 12 years ago we had mortgage and other accounts with Abbey National. We subsequently changed mortgage and bank account providers our last being closed 10 years ago and had no further dealings with Abbey National or SANTANDER in any shape or form. We have in the last ten years, changed address three times, got married, had two kids, three cats... However, Santander have revealed that they have inexplicably sent my husband's new credit card and pin to address we last left in 2008!
The Santander representative said that we should have informed them that we had moved (despite us no longer being customers) - this was a NEW application and required previous addresses in the last three years, which we duly supplied.
The Santander representative suggested we go into town to the branch with documents to prove identity in order to record a change of address, despite the fact we gave them the correct address along with our new application, the same address to which my spouse card was sent. This is clearly their mistake and I cannot understand why I should be put to the effort of sorting their mistake out...
They are now referring us to the complaints department, who are clearly not taking this breach of security very seriously. They won't try and help. This is a breach of security that anyone who has previous dealings with either Abbey National or any of their subsidiary companies or reincarnations will be at risk of. The whole thing has the makings of a farce. If I try really hard I might remember why we left Abbey National / Santander in the first place.
TD
It transpires that more than 12 years ago we had mortgage and other accounts with Abbey National. We subsequently changed mortgage and bank account providers our last being closed 10 years ago and had no further dealings with Abbey National or SANTANDER in any shape or form. We have in the last ten years, changed address three times, got married, had two kids, three cats... However, Santander have revealed that they have inexplicably sent my husband's new credit card and pin to address we last left in 2008!
The Santander representative said that we should have informed them that we had moved (despite us no longer being customers) - this was a NEW application and required previous addresses in the last three years, which we duly supplied.
The Santander representative suggested we go into town to the branch with documents to prove identity in order to record a change of address, despite the fact we gave them the correct address along with our new application, the same address to which my spouse card was sent. This is clearly their mistake and I cannot understand why I should be put to the effort of sorting their mistake out...
They are now referring us to the complaints department, who are clearly not taking this breach of security very seriously. They won't try and help. This is a breach of security that anyone who has previous dealings with either Abbey National or any of their subsidiary companies or reincarnations will be at risk of. The whole thing has the makings of a farce. If I try really hard I might remember why we left Abbey National / Santander in the first place.
TD
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Comments
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Was the application done in a branch? Online ? Or over the phone?0
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I had something related when I transferred my Cahoot account to Santander. They originally said I could have the £100 incentive but then said I could not as I was a previous customer. I suppose I was and thought nothing more about it.
I registered for a telephone banking code which I received through the post but the code would not work with my debit card. Customer service said I was using the wrong card and told me the last 4 digits. The number sounded familiar. Then the operative noticed the expiry date ending in 88. I said, "That's 1988". He said "Don't you have that card?". "Yes, right, that was over 20 years ago!!!"
Somehow they had managed to dig up my old Abbey National current account by some matching algorithm. I had completely forgotten about it. They had updated the address but not much else so I had to got through all the personal data that they held on me and correct it.MFiT-T3 #149: {Q4/14} (£46,447)-->(£0) ~ +£46,447=100%
Mortgage Free: 1st October 2014 :j0 -
Trolleydash wrote: »The other day my husband applied for the Santander 123 Credit Card. He also applied for a 'spouse card' for me. Soon after, I received a PIN notification from Santander and today I received a Credit Card to our home address. My husband still hadn't received his PIN or Credit Card. My husband when attempting to get my card activated failed the security checks, on address details...
It transpires that more than 12 years ago we had mortgage and other accounts with Abbey National. We subsequently changed mortgage and bank account providers our last being closed 10 years ago and had no further dealings with Abbey National or SANTANDER in any shape or form. We have in the last ten years, changed address three times, got married, had two kids, three cats... However, Santander have revealed that they have inexplicably sent my husband's new credit card and pin to address we last left in 2008!
The Santander representative said that we should have informed them that we had moved (despite us no longer being customers) - this was a NEW application and required previous addresses in the last three years, which we duly supplied.
The Santander representative suggested we go into town to the branch with documents to prove identity in order to record a change of address, despite the fact we gave them the correct address along with our new application, the same address to which my spouse card was sent. This is clearly their mistake and I cannot understand why I should be put to the effort of sorting their mistake out...
They are now referring us to the complaints department, who are clearly not taking this breach of security very seriously. They won't try and help. This is a breach of security that anyone who has previous dealings with either Abbey National or any of their subsidiary companies or reincarnations will be at risk of. The whole thing has the makings of a farce. If I try really hard I might remember why we left Abbey National / Santander in the first place.
TD
Take your custom elsewhere then?
Mountain? Molehill?0 -
Surprise, surprise, it's just a basic error and not remotely a candidate for worst customer service in the world...
Though I do find it amusing that so many people moan about how it's wasted their time, while writing a mini-essay about it online that will achieve nothing. Clearly your time isn't actually that valuable to you!0 -
We probably will. Do you work for SANTANDER by any chance?0
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I find it passes the time while on hold to the call centre...0
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Good customer service isn't about not making errors its about how you deal with any errors when they are discovered. On that basis Santander customer service is the worst by a long way.
DarrenXbigman's guide to a happy life.
Eat properly
Sleep properly
Save some money0 -
Could someone please help I am new to this forum in fact to any forum so apologies if I'm in the wrong place.
My 22 year old daughter is currently being sectioned under the mental illness act, fortunately I don't need to go down the Power of Attorney route as she is able to write her own signature and understand things face to face.
She has £170.00 to pay on a Topshop store card with Santander with £12 overlimit fee & £12 late payment fee to be added. I have made 15 phone calls now trying to tell them she is unable to pay at the moment due to her circumstances.....But its absolutely impossible to speak to a human! Eventually yesterday after being on hold or passed from associate to associate for approx.1 hour. The Manager who spoke broken English advised me to ring a number where it can be resolved, I did this only to find this number was for type talk for the hard of hearing! SO SO FRUSTRATING I'M PULLING WHAT LITTLE HAIR I HAVE LEFT OUT:mad:
Please help, to advise me the best way forward.
Thanks Ian.0 -
Could someone please help I am new to this forum in fact to any forum so apologies if I'm in the wrong place.
My 22 year old daughter is currently being sectioned under the mental illness act, fortunately I don't need to go down the Power of Attorney route as she is able to write her own signature and understand things face to face.
She has £170.00 to pay on a Topshop store card with Santander with £12 overlimit fee & £12 late payment fee to be added. I have made 15 phone calls now trying to tell them she is unable to pay at the moment due to her circumstances.....But its absolutely impossible to speak to a human! Eventually yesterday after being on hold or passed from associate to associate for approx.1 hour. The Manager who spoke broken English advised me to ring a number where it can be resolved, I did this only to find this number was for type talk for the hard of hearing! SO SO FRUSTRATING I'M PULLING WHAT LITTLE HAIR I HAVE LEFT OUT:mad:
Please help, to advise me the best way forward.
Thanks Ian.
Have you tried the number on this link https://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&cid=1210607166846&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2
Failing that I would recomend sending in a letter and keeping corespondance all in writing.0 -
Could someone please help I am new to this forum in fact to any forum so apologies if I'm in the wrong place.
My 22 year old daughter is currently being sectioned under the mental illness act, fortunately I don't need to go down the Power of Attorney route as she is able to write her own signature and understand things face to face.
She has £170.00 to pay on a Topshop store card with Santander with £12 overlimit fee & £12 late payment fee to be added. I have made 15 phone calls now trying to tell them she is unable to pay at the moment due to her circumstances.....But its absolutely impossible to speak to a human! Eventually yesterday after being on hold or passed from associate to associate for approx.1 hour. The Manager who spoke broken English advised me to ring a number where it can be resolved, I did this only to find this number was for type talk for the hard of hearing! SO SO FRUSTRATING I'M PULLING WHAT LITTLE HAIR I HAVE LEFT OUT:mad:
Please help, to advise me the best way forward.
Thanks Ian.
Maybe just pay the £170 for her and let her deal with it when her limited brainpower allows?0
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