Does anyone know how to make an official complaint to Santander?

lolly5648

Early last week I cancelled my 123 credit card (I thought). They asked me to pay the full balance by debit card which I did and assured me that no further payments would go in or out. Two days later a direct debit went out from my 123 account to the card account.

Because I thought the card was cancelled I cut it up. I checked my bank a/c tonight and discovered this payment had gone out. I rang up customer service but they said they couldn't help me as I didn't know the 16 figure cc number. I told her I knew the last four digits but I had destroyed the card. I said I could give her my bank account details but she said she couldn't help me as I couldn't pass their security. I asked to speak to a a manager and she said there were none on duty. She then hung up on me.

So I have a £250 credit in my cc account and no way of getting it back.

What is the best way to make an official complaint about her unhelpfulness and get my money back?

Ben8282

Presumably two days is not enough to stop a direct debit so the direct debit went through. Nothing unusual about this in itself.
What is unusual is your inability to find the card number after having cut the card up so quickly. Do you not have any old statements or access to online statements showing the card number? Does your bank not show the card number as a reference in any payments you may have made in the past? Why were you so quick to cut up the card?
Also was this direct debit for the minimum payment or the full balance? If £250 was your minimum payment you must have had a pretty significant balance. It is quite likely that most of the £250 by which your card is now in credit will be used up by next month's trailing interest. If it was a full balance direct debit, then why pay the card in full 2 days before the dd was due to be taken?

Paul_1977

http://www.santander.co.uk/uk/help-support/complaints

Write to Santander, (I would), explain what has happened, and they will send the money back.

Always always always get a letter from them saying a credit card has been closed.

lolly5648

Ben8282 wrote: »

Presumably two days is not enough to stop a direct debit so the direct debit went through. Nothing unusual about this in itself.
What is unusual is your inability to find the card number after having cut the card up so quickly. Do you not have any old statements or access to online statements showing the card number? Does your bank not show the card number as a reference in any payments you may have made in the past? Why were you so quick to cut up the card?
Also was this direct debit for the minimum payment or the full balance? If £250 was your minimum payment you must have had a pretty significant balance. It is quite likely that most of the £250 by which your card is now in credit will be used up by next month's trailing interest. If it was a full balance direct debit, then why pay the card in full 2 days before the dd was due to be taken?

So many assumptions, none of which are correct.

Online banking only shows the last four digits of my credit card. I cancelled the card as I was coming up to the one year anniversary of getting the card and would have to start paying a fee. I explained to the girl that a dd would be coming out but she said she would close the account and it would be refused. The £250 was the amount owed up to the statement date. I paid more than that to fully close the account.

Sadly I am too trusting and when I was told the account was closed I believed it and cut up my card.

Thank you for answering my post.

lolly5648

Paul_1977 wrote: »

http://www.santander.co.uk/uk/help-support/complaints

Write to Santander, (I would), explain what has happened, and they will send the money back.

Always always always get a letter from them saying a credit card has been closed.

Thanks for the link - just what I wanted. In future I will definitely wait for a closing letter.

YorkshireBoy

lolly5648 wrote: »

Online banking only shows the last four digits of my credit card.

There's more than one way to skin a cat!...


Log in
Click "e-Documents" (left hand side of the screen)
Click "credit card"
From here you can view pdf copies of all your statements
Click the most recent
Scroll down to the 'bank giro credit' section at the foot of the statement
The 'reference' number is your 16-digit card number

Kendall80

lolly5648 wrote: »

What is the best way to make an official complaint about her unhelpfulness and get my money back?

Contact them via the online e-messaging service. Select complaints as the subject.