Santander not cancelling standing order as requested

r5scott

HI There

I had set up a standing order with Santander to pay rent monthly starting in September with the last payment to be on May 28th. After the letting agent changing ownership in Feb I went to change the standing order accordingly. I requested that the standing order be on the same terms as the previous one and clearly stated that the final payment was to be on May 28th with the standing order to cancel on that date.

However come June 28th (Friday) I check my online banking and see that the standing order had continued and a payment had been made.

Not at all happy (knowing that I had requested the standing order to terminate on the 28th May) I went to the bank immediately. I spoke to the bank and they acknowledged that it was their mistake. They asked me to call the number on the bank of my card in the bank to resolve the issue.

The operator told me that as I had noticed on the day the payment had been made the issue would be resolved with 24 hours and the money back into my account and that they would contact me.

Come Saturday evening 30 hours after speaking with the bank I Have heard nothing. Decide to call the bank (I would quite like my money back now), which is premium rate line. Operator tells me that the money will be back in my account on Monday morning and I will be telephoned to tell me. At this point I ask to registered a complaint, this has all taken a lot of my time, my money has been wrongly taken from my account and i have spent 30 mins on the premium phoneline.

It gets to 2.30pm today and i get a text to say the issue has been resolved. Check my account - no money there. As the bank isnt going to call me i decide to call them (premium call again). They say it has been resolved and the money will be in my account at the close of play today. (we will wait and see).

This has been a wholly avoidable incident, pretty sure I will change banks as a result. Santander have said they will cover my costs (to right!) but what should i Really expect from them?? (my money at least).

Has anyone else had similar experiences?

pmduk

It will probably appear when they run the overnight reconciliation.

innovate

If you ever need to change a SO again, at Santander or any other bank/BS, do it yourself in your online banking.

dalesrider

r5scott wrote: »

Decide to call the bank which is premium rate line.

0845 is not a premium rate number.

Ofcom View

0845

How much do calls cost? Calls are typically charged at between 1p and 10.5p per minute

Premium Rate No's

09 numbers are mainly used for competitions, TV voting, horoscopes,

chat lines, adult lines, recorded information and professional advice

services.

You can bar these premium rate numbers from being dialled from

your phone, as you can with other numbers. These numbers are also

regulated by PhonepayPlus*.


How much do calls cost? Calls typically cost between 10p and £1.53 per minute or per

call from a BT landline, but other landline providers can charge up to £2.60 per minute.

r5scott

Thanks for the cost advice - am using a mobile so have found an alternative number on saynoto0870 (very Helpful).

An update on the return of my payment - complaint handler called this evening to say the money has not yet returned to my account - which they said it would have done? she is chasing it up with the refunds team but surely as it is Santanders error why can they not just refund me my money and when they do recover they money from the other bank just keep it???

Just hard to comprehend how they can leave me out of pocket from their mistake.

Thanks

Sarros

innovate wrote: »

If you ever need to change a SO again, at Santander or any other bank/BS, do it yourself in your online banking.

Totally agree with this. So simple, with online banking the change takes affect the next working day and with SO you can change dates or amounts as often as needs be. Definately better than ringing up and having to go through security questions each time

dalesrider

r5scott wrote: »

Thanks for the cost advice - am using a mobile so have found an alternative number on saynoto0870 (very Helpful).


Thanks

There is also a out of UK number on the reverse of the card :T

Takes you through to exactly the same people...