Missing transaction

martinblow

On the 10th October , I wired a transfer of funds to my brother's bank account in San Francisco. It was a very large sum of money. The money has never been received. This was a transaction between Santander here in the Uk to Wells fargo Bank in the US. All Santander will tell me at the moment is that "the money appears to have gone missing"- in a supposedly safe and paid for transaction? They seem completely unconcerned and suggest that I "be patient" !
Has anyone else had this kind of experience?
For the record, the account details have been confirmed as correct.

PeacefulWaters

Two weeks on?

I'd be politely requesting Santander meet their obligations to put a trace on where this money has gone.

Stevie_Palimo

I have funds that come into my UK account from the USA and the other way round, The longest I have waited is 5 days either way.

I'd be complaining if I was you by now.

xylophone

All Santander will tell me at the moment is that "the money appears to have gone missing"- in a supposedly safe and paid for transaction? They seem completely unconcerned and suggest that I "be patient" !

Formal Complaint. In writing. Now.

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

mt99

Good advice from everyone - just one thing - try not to worry - money does not go 'missing' it is perfectly possible to find out where it is - probably stuck in some holding account somewhere - Santander just need to get moving and trace it.

jonesMUFCforever

The problem will be that probably Santander will have an agent bank in the US who have the funds - this might explain the delay especially if the final destination account details are not clear or 100% correct.
I agree though that by now Santander should be asking where the money is and if it was me I would complain loudly.

martinblow

This has already been lodged as a complaint and has a case no. Unfortunately Santander do not honour their obligations as set out on their own website. They were supposedly instigating a trace on the transaction on the 14th October. They have not called back, written, anything. I have called almost every day.

jonesMUFCforever

martinblow wrote: »

This has already been lodged as a complaint and has a case no. Unfortunately Santander do not honour their obligations as set out on their own website. They were supposedly instigating a trace on the transaction on the 14th October. They have not called back, written, anything. I have called almost every day.

They can only report back to you when their agent bank tells them something.
What obligations have they not honoured?

jonesMUFCforever

martinblow wrote: »

This has already been lodged as a complaint and has a case no. Unfortunately Santander do not honour their obligations as set out on their own website. They were supposedly instigating a trace on the transaction on the 14th October. They have not called back, written, anything. I have called almost every day.

They can only report back to you when their agent bank tells them something.
What obligations have they not honoured?

Are you 100% sure that the account details you gave them were correct and have you checked your receipt to make sure the details have been entered correctly?

xylophone

Are you 100% sure that the account details you gave them were correct and have you checked your receipt to make sure the details have been entered correctly?

According to Post 1

For the record, the account details have been confirmed as correct.

xylophone

You have stated that you have checked and all details were correct.



Santander's dilatory attitude is simply not acceptable.

You were told two weeks ago that a trace would be put on the transaction.

If this has happened, what is the answer?

If it hasn't happened, why not?

http://complaintssantander.com/SantanderComplaintsHelp.html

Santander Complaints Help is available from Santander potentially via their CEO, although it is not an official option they offer! We also suggest that you write to their Chief Executive Officer (CEO). In the UK the CEO is Ana Patricia Botin and she can be reached by the above address. She is the daughter of Santanders HQ/Global Chairman Emilio Botin, so one would hope she is well placed to get things resolved. This email address seems to get to her - ceo@santander.co.uk