Reclaiming bank charge to Santander

Jessica9_2

Hi all,

In December 2012, I have opened a personal bank account while I was sick and I asked the adviser to not have any overdraft facility since I don't want to be charge and my health did not allow me to all time check my account : the adviser told me that it will fine and confirm that there will not have charges else the transaction will be declined.

From December 2012 to June 2013, I was using my debit card without always checking my account and some transactions were declined in January 2013, February 2013, May 2013, June 2013 but I never had any charges on my account (and thought that was because each transaction was generally for an average amount of £2).

However, in July 2013 Santander charged me for the amount of £100 (5 times £25 due to transactions below £5 each) : I was surprised and then called Santander customer service and at the end we agreed (that was what I thought) all the charges due transactions before July 2013 will be cancelled.

Today, a month later, Santander comes back with £100 charges on my account saying that these charges are due to transactions for the month of May 2013 and that they had only cancelled those from the month of June 2013. This kind of hazard is presently putting me in a financial hardship [I still receiving Job Seeker Allowance and Housing Benefit at the moment (thanks in advance to not judge me on this regarding my organization project)].

I have called the bank in order to cancel these charges but it seems impossible. They told me that they 'financial difficulty' team (or something like that) will call me back in the next 48 hours...but at the same time I don't want to beg these people because they have really bad communication with their customers.

Thanks in advance for your help,

Jessica

dunstonh

the adviser told me that it will fine and confirm that there will not have charges else the transaction will be declined.

You should not have been told that as it is not possible for a bank to block transactions where your balance isnt checked.

You need to control your spending. Not the bank. The bank cant do it. Not all transactions are checked against balance.

cdotr

You wouldn't get charged for declined debit card payments?
The payment would either not go through for insufficient funds or the bank would honour the payment and pay it for you and that would incur a charge which sounds like what is happening.

If you are unable to get along with a debit card and know whats in your account and available to spend maybe a cashcard is best for you. Santander mobile banking/text alerts may also be good for you.

And as dunstonh points out, not all transactions are checked on your balance, that it your responsibility

Jessica9_2

cdotr wrote: »

If you are unable to get along with a debit card and know whats in your account and available to spend maybe a cashcard is best for you. Santander mobile banking/text alerts may also be good for you.

That could help, but since a month (since I am aware of that) I am more careful.

Anyway this bank is not for me for the long term : the same day I registered with them I had an argument with one of two members of their staff (one cashier and my 'adviser') due the bad treatment I was receiving (obviously some people will come here to say that it was certainly my fault...and then we could detailed the case).

dunstonh

Anyway this bank is not for me for the long term : the same day I registered with them I had an argument with one of two members of their staff (one cashier and my 'adviser') due the bad treatment I was receiving (obviously some people will come here to say that it was certainly my fault...and then we could detailed the case).

The spending is certainly your fault. However, an argument with staff isnt (I assume by argument that they were raising voices - if they didnt then it remains discussion). They should not argue with you. They should disagree with you and remain calm and point out what you are doing wrong to get these charges to allow you to not make the same mistake going forward.

Do note that every bank works the same way. They do not have the ability to check the balance on all transactions before they are made. They could load an account nil strict for overdraft but you could still take it overdrawn with the bank able to do nothing.

Jessica9_2

dunstonh wrote: »

The spending is certainly your fault. However, an argument with staff isnt (I assume by argument that they were raising voices - if they didnt then it remains discussion). They should not argue with you. They should disagree with you and remain calm and point out what you are doing wrong to get these charges to allow you to not make the same mistake going forward.

Do note that every bank works the same way. They do not have the ability to check the balance on all transactions before they are made. They could load an account nil strict for overdraft but you could still take it overdrawn with the bank able to do nothing.

No, that was something else : after opening the account using my debit card from another bank (but I fortgot to signed on its back) I went to the cashier in order to put some cash on my account and make a rent payment through my new account : the cashier refused saying that he needed as a proof a passport or the Santander debit card (that I could not have received the same day).

I explained to the cashier that was exactly with the same debit card I was presenting to him that I opened the account few minutes ago.

He said that I forgot the card at its back : also, I signed the card at its back in front of him that was not enough for this last.In addition, he could easily see that I was not in good health with my bandage at my two joints and difficulties to speak but refused and told his colleagues to do the same : he shouted on me saying that I have the only choice to go back home and bring my passport if I wanted to be served.

I then went to see my adviser and this last told me to wait few minutes since he will try to resolve the issue the cashier : 15 minutes later the adviser came back to me and told that was resolved and I could go to make my payment. However, when I went back to the cashier the problem remained the same : after that I wanted to make a complaint but nobody in their branch provided the exact procedure at that.

At the end, I came back home to take my passport and want back to the branch later for my rent payment but obviously with another person as a cashier.

BMN

Jessica9 wrote: »

opening the account using my debit card from another bank

What do you mean by this? What does a debit card from one bank have to do with opening a new account or using the cashiers at Santander?

Jessica9 wrote: »

At the end, I came back home to take my passport and want back to the branch later for my rent payment but obviously with another person as a cashier.

It sounds as though the cashier was following procedure - which they can't deviate from. Use internet banking to make the rent payment next time. Especially if you aren't in good health. Presumably they could (or did) set you up with it when opening the account? It's also a good way of monitoring your recent transactions and your balance etc.

Jessica9_2

BMN wrote: »

It sounds as though the cashier was following procedure - which they can't deviate from. Use internet banking to make the rent payment next time. Especially if you aren't in good health. Presumably they could (or did) set you up with it when opening the account? It's also a good way of monitoring your recent transactions and your balance etc.

Was not possible the date that bank account has been opened.

leclerc

Jessica9 wrote: »

Hi all,

In December 2012, I have opened a personal bank account while I was sick and I asked the adviser to not have any overdraft facility since I don't want to be charge and my health did not allow me to all time check my account : the adviser told me that it will fine and confirm that there will not have charges else the transaction will be declined.

From December 2012 to June 2013, I was using my debit card without always checking my account and some transactions were declined in January 2013, February 2013, May 2013, June 2013 but I never had any charges on my account (and thought that was because each transaction was generally for an average amount of £2).

However, in July 2013 Santander charged me for the amount of £100 (5 times £25 due to transactions below £5 each) : I was surprised and then called Santander customer service and at the end we agreed (that was what I thought) all the charges due transactions before July 2013 will be cancelled.

Today, a month later, Santander comes back with £100 charges on my account saying that these charges are due to transactions for the month of May 2013 and that they had only cancelled those from the month of June 2013. This kind of hazard is presently putting me in a financial hardship [I still receiving Job Seeker Allowance and Housing Benefit at the moment (thanks in advance to not judge me on this regarding my organization project)].

I have called the bank in order to cancel these charges but it seems impossible. They told me that they 'financial difficulty' team (or something like that) will call me back in the next 48 hours...but at the same time I don't want to beg these people because they have really bad communication with their customers.

Thanks in advance for your help,

Jessica

Jessica the bit in bold, did you ever receive confirmation of this from the bank or did they say that they would do this?

If not, I would make a complaint on the basis that you believed that they were cancelling all charges prior to July 2013 and that since that phone call they have added charges. I would add that I assume advice was given to you during this phone call about checking your balance, use of internet banking and the fact that small transaction can be authorised by the bank whether there are funds in the account or not?

Jessica9_2

leclerc wrote: »

Jessica the bit in bold, did you ever receive confirmation of this from the bank or did they say that they would do this?

If not, I would make a complaint on the basis that you believed that they were cancelling all charges prior to July 2013 and that since that phone call they have added charges. I would add that I assume advice was given to you during this phone call about checking your balance, use of internet banking and the fact that small transaction can be authorised by the bank whether there are funds in the account or not?

I have said that to them several times without success. At that time I asked them to not remove my direct debit : they told yes but later they have removed them. Frankly, I do not see understand why the financial ombudsman has not sanctioned them until present.

Anyway, at the end they have removed they charges without directly recognizing their fault saying that it is because I am having 'financial difficulties' : they were taking more than £300 from my housing benefits.

Girlygirl300

Hi

I recently went over my overdraft.. I know (before u all start bombarding me with this) i should have monitored my finances more and shouldn't have got into this mess.. But unfortunately I did..

Anyway.. I emailed the bank stating this was the first time this had happened and expressed remorse, and said I thought £150 of charges was a bit harsh and could there be a compromise.

I was hoping for them to reduce the charges or spread them over a couple of months, I sent the email and hoped for the best.

2 days later I received a phone call to say they had received my email and they explained why my card continued to get accepted, even though I was over my overdraft.. The very kind man, ringing from Santander in Belfast, then said as this was the first time this had happened, and the last I reassured him.. As a goodwill gesture, they would waive the charges. I was amazed.. I read previous forums, and it sounded like Santander could be a complete nightmare.. But thought I'd post this so people know, just approach the situation genuinely and remorsefully, and they can be reasonable too! I will never get in this situation again, and it wasn't nice at all!!

Hope this is helpful,

Cheers