Dispute with Santander - Adjudicator's opinion fair?

blossomhill1

After 2 years of wrangling with Santander over unfair charges on an overdraft, they have put a default on my credit file after agreeing to refund £377 in charges. I've rung one department after another (collections, complaints, debt management) over a long period of time trying to discuss the matter but no-one seemed to have the authority to handle the issue.

I referred to the FOS in March 2013 but had to file another complaint before they would look at it. So on 14th May I receive another default notice and on 15th May two letters - one demanding the original sum due (including all charges) and one giving the reduced sum due after reimbursement of charges, the first from collections and the second from complaints. In July they refer the account to a debt collector, although I have been paying £20/m since March 2013 (had been paying £50/m by agreement Oct '12-Mar '13 but reduced it when I realised they had reinstated charges contrary to our arrangement).

The FOS appear to have ignored the contradictory letters and the factual error in one of Santander's letters to me and are of the opinion that I should have contacted the DCA to make an arrangement. I had done this but as the FOS were involved, they would not discuss it.

I am able to pay off the debt entirely, but am really frustrated that they have put a default on my credit file, which will affect me for the next 6 years - my financial situation is tenuous to say the least and its a fine line between managing my finances with the help of 0% cards etc and sinking slowly under...

All suggestions gratefully appreciated.

happy_bunny_2

You could ask an ombudsman to look at it.

I would remind them about the obvious mistakes ignored by the adjudicator.

blossomhill1

Thank you for your reply Bunny, the thing is, I've been over and over the issue with the adjudicator and it sounds as if it's OK for Santander to do this - send conflicting letters and make a (significant) error in another letter. She keeps going back to the fact that they asked me in numerous letters afterwards to contact collections to make another arrangement (which I tried to do).

I was under the impression that the bank's correspondence had to be clear and unambiguous throughout. I'm beginning to think I've got it wrong.

rizla_king

You haven't got it wrong. The idiot of an adjudicator has. Take it to the ombudsman proper.

smc789

Santander is living up to its reputation for terrible customer service--I am supplied with gas by Flogas but noticed that I wasn't receiving any cashback on my 123 Current Account (despite Flogas being listed as an eligible supplier by Santander)
I contacted Santander who wrote back saying it doesn't provide cashback on OIL providers---strange...there's a clue in the title--it's FloGAS not Flo-OIL !
Looks like I'll have to take it up with the Financial Ombudsman too!