Are Santander deliberately stalling customers from moving away from them?

sharpharp

Since the interest rate dropped on the Santander 123 account, I moved money away, only for Santander to block account. Then had to do a 20 minute interrogation with their pathetic and rude online security customer team to sort this. I was assured that the transfer would go ahead. 10 minutes later, I get another landline automated call asking if I want to proceed... (god knows why when I was already told they would process the transfer) so I confirmed the transfer again.


Two weeks later and still no transfer done, money still in Santander.


I have asked around and heard many friends/colleagues say the same, anyone else have a similar experience with Santander?


If so, please post as I want to collectively ram it down their complaints departments throat.

Trace-T

We've moved some large sums away from Santander for same reason but without even being challenged/asked to verify. So don't know why they're being difficult with you.

Shakin_Steve

His name came out of a hat......probably. That seems as logical as anything else I've read on here.

colsten

It's the first time I hear that people wait for two weeks to have some money transferred by Faster Payment. The money is supposed to arrive in the target account by the end of the next business day at the latest, and usually it is pretty much instant. Santander are known for holding up unusual payments but still send the money by the end of the next business day unless they have reason to believe the payment is fraudulent.

Why did you leave it for 2 weeks? Why did you not file a formal complaint the day after the payments failed to arrive?

As to collectively ramming it down their complaints departments throat - - are you sure you are approaching this with the right kind of attitude? A polite but firm complaint, raised in a timely manner is likely to produce faster result than an assault.

My personal experience with Santander is that payments are carried out promptly, with one or two very rare exceptions that get delayed to the next working day. I have several 123 accounts and make a lot of regular and one-off payments from all of them each month.

sharpharp

colsten wrote: »

It's the first time I hear that people wait for two weeks to have some money transferred by Faster Payment. The money is supposed to arrive in the target account by the end of the next business day at the latest, and usually it is pretty much instant. Santander are known for holding up unusual payments but still send the money by the end of the next business day unless they have reason to believe the payment is fraudulent.

Why did you leave it for 2 weeks? Why did you not file a formal complaint the day after the payments failed to arrive?

As to collectively ramming it down their complaints departments throat - - are you sure you are approaching this with the right kind of attitude? A polite but firm complaint, raised in a timely manner is likely to produce faster result than an assault.

My personal experience with Santander is that payments are carried out promptly, with one or two very rare exceptions that get delayed to the next working day. I have several 123 accounts and make a lot of regular and one-off payments from all of them each month.

I was away for two weeks, that's why. Got back and was fuming that the transfer had still not taken place, which means I hadn't fulfilled the conditions of the bank I was moving too...

colsten

Bad timing, to switch accounts whilst you are away. As you may not be able to react to any issues - as you have found out to your cost. Keep in mind though that it was your decision to go away.

Shakin_Steve

colsten wrote: »

Bad timing, to switch accounts whilst you are away. As you may not be able to react to any issues - as you have found out to your cost. Keep in mind though that it was your decision to go away.

I didn't read anything about switching accounts.

YorkshireBoy

colsten wrote: »

Bad timing, to switch accounts whilst you are away. As you may not be able to react to any issues - as you have found out to your cost. Keep in mind though that it was your decision to go away.

Doesn't sound like OP was switching in a CASS sense, just shifting some funds by FP?

Speaking as someone who's had £250* in compensation/goodwill from 3 of my banks in the last week, I wouldn't be too unhappy at this situation.


* Almost certainly wouldn't have, had I approached it the way the OP is proposing!

colsten

YorkshireBoy wrote: »

Doesn't sound like OP was switching in a CASS sense, just shifting some funds by FP?

I assumed that conditions that needed to be fulfilled within the two week period would be CASS conditions

sharpharp wrote: »

........which means I hadn't fulfilled the conditions of the bank I was moving too...

YorkshireBoy

colsten wrote: »

I assumed that conditions that needed to be fulfilled within the two week period would be CASS conditions

We made different assumptions.

I assumed they were moving funds to an account which required monthly funding, as 2 weeks would have been the back end of October, and as such they missed out on interest for that month.