Santander !! Grrrrrrrrrrrr

bubbles29

Ok .... Long story but will try and give a short version !
On checking my partners credit report we discovered two years of defaults from an Santander account that he hasn't used. These came bout because something to do with overdraft and charges - I'm
Not entirely sure what or how but my partner is adamant that they are in the wrong. So a letter was sent staying he wanted them removed. This was answered and denied .

Another letter sent and an application for all phone transcripts / statements etc requested. Thi was followed up by a phone call in between Xmas and new year. We were told they recieved the request on 27 dec and was being processed.

We know they have 40 days to send info. Two weeks ago we recieved a call asking If he still wanted the info ! He said yes . That weekend we got a letter saying a complaint manager had tried to contact my partner but hadn't been able to. ( he had no voicemails / missed calls)
He called and tried to speak to lady named on letter - she wasn't in , assured she would call next day. Didn't. Repeat call and repeat request for callback. Nothing. Finally on Friday last week we spoke to her . She assured us documents posted that day. We still 6days later haven't recieved them. Three calls to Santander and no one can tell us anything or put us through to said lady. Yesterday we were told that the documents can't b sent untill we have been read a 'script' to allow them to send transcripts. ???!!!!!!!!! What the ?!!! So angry .
Any ideas what we can do ?

We are waiting to apply for mortgage and untill we have an outcome we don't know whether to do it jointly or just alone in my name!

colsten

File a written complaint with Santander but stay factual and polite.

Don't expect this to be settled anytime soon as it is quite likely that the charges are correct. Your partner won't get them waived by being angry with Santander - he needs to politely ask them whether they would consider dropping them. From what you say, it could already be too late for this.

CLAPTON

bubbles29 wrote: »

Ok .... Long story but will try and give a short version !
On checking my partners credit report we discovered two years of defaults from an Santander account that he hasn't used. These came bout because something to do with overdraft and charges - I'm
Not entirely sure what or how but my partner is adamant that they are in the wrong. So a letter was sent staying he wanted them removed. This was answered and denied .

Another letter sent and an application for all phone transcripts / statements etc requested. Thi was followed up by a phone call in between Xmas and new year. We were told they recieved the request on 27 dec and was being processed.

We know they have 40 days to send info. Two weeks ago we recieved a call asking If he still wanted the info ! He said yes . That weekend we got a letter saying a complaint manager had tried to contact my partner but hadn't been able to. ( he had no voicemails / missed calls)
He called and tried to speak to lady named on letter - she wasn't in , assured she would call next day. Didn't. Repeat call and repeat request for callback. Nothing. Finally on Friday last week we spoke to her . She assured us documents posted that day. We still 6days later haven't recieved them. Three calls to Santander and no one can tell us anything or put us through to said lady. Yesterday we were told that the documents can't b sent untill we have been read a 'script' to allow them to send transcripts. ???!!!!!!!!! What the ?!!! So angry .
Any ideas what we can do ?

We are waiting to apply for mortgage and untill we have an outcome we don't know whether to do it jointly or just alone in my name!

one needs to focus on why the charges were incurred

it seems your partner can't explain this to you : it's unlikely he is explaining things well to Santander.

bubbles29

Complaint has already been filed . I do believe my partner has a point and from what I can see the 24 defaults shouldn't be there- would take me forever to explain ! ! My anger now is more toward the fact that they are not giving us the info we have requested to take it to ombudsman ...and are not returning calls , and have blatantly lied last week about it being posted !

pmduk

When did you register the complaint? 56 days from that you can refer the complaint to the Ombudsman regardless of Santander.

Archi_Bald

bubbles29 wrote: »

24 defaults shouldn't be there- would take me forever to explain ! !

You have / your partner has a really big problem there: unless you can actually

1. explain what happened, and
2. explain why it should not have happened

there is no chance on God's earth that the FOS will decide in your favour.

Try to write down the above and post it here - people will no doubt comment further, so you might have something to put to the FOS.

A tip: Use fewer exclamation marks - it takes out the emotion.

bengal-stripe

bubbles29 wrote: »

I do believe my partner has a point and from what I can see the 24 defaults shouldn't be there- would take me forever to explain

bubbles29 wrote: »

......we discovered two years of defaults from an Santander account that he hasn't used......something to do with overdraft and charges

It looks to me, your partner abandoned his account while overdrawn. This, of course, will accumulate charges. You seem to be the pushy one while your partner appears to be quite laid-back.

Let him sort out his own mess.

SnowTiger

bengal-stripe wrote: »

It looks to me, your partner abandoned his account while overdrawn. This, of course, will accumulate charges. You seem to be the pushy one while your partner appears to be quite laid-back.

Let him sort out his own mess.

It appears to have been abandoned, but I'm wondering if it was overdrawn at the time.

Perhaps it was a Santander 123 account and the monthly £2 charge was forgotten about. Or a CPA or direct debit caused it to go in to the red.

This is another lesson to read statements, whether they're paper or online.

Paul_1977

I always close accounts I don't use, I don't want the hassle of keep checking statements on a dead account. Some banks let you set up low balance text alerts which has saved me a few times, perhaps your partner should do this.