URGENT - Santander online statement mess up!

jmsadleir

Trying to find out what my rights are as a consumer: I have been checking my Credit card balance for the past few months on my mobile (using Santander app). In April I had only made one transaction which was in Euros (which is legit and recurring) for €30.02 (for example). Below that, was the interest earned of £0.60 and that was it for the whole month. The outstanding balance displayed was £29.42 :mad:
I went online today and saw that actually the transaction was for £30.02 instead!!!!
After speaking to Santander it seems that this could be a customer wide issue!!
Where does one go from here?

redpete

If I understand correctly they have debited a transaction in £ instead of Euro. (Although I'm not sure where the credit of £0.60 interest comes from.)

Where does one go from here?

Ask Santander what they intend doing to correct their error.

jmsadleir

redpete wrote: »

(Although I'm not sure where the credit of £0.60 interest comes from.)

Just wanted to highlight where they mucked up.


Santander are correct in saying that the correct amount is for £30.02 as shown online and not €30.02 as shown on my mobile app (i checked with my receipts and that's correct). Surely though the discrepancy is very confusing and a big issue for a few who rely on their mobile for an up to date summary of their bill.

Santander said its just a technical issue and they will fix the app. Is that enough/ does it suffice?

gb12345

jmsadleir wrote: »

Is that enough/ does it suffice?

Has the issue caused you a quantifiable loss? If not then what else do you expect them to do?

SnowTiger

jmsadleir wrote: »

Just wanted to highlight where they mucked up.

Santander are correct in saying that the correct amount is for £30.02 as shown online and not €30.02 as shown on my mobile app (i checked with my receipts and that's correct). Surely though the discrepancy is very confusing and a big issue for a few who rely on their mobile for an up to date summary of their bill.

Santander said its just a technical issue and they will fix the app. Is that enough/ does it suffice?

Yep, that seems fair enough to me.

Errors and mistakes happen. This seems like a very small one.