Santander security - payment to wrong account

abicat

I had also flagged up and notified Santander that I would be receiving a large sum into my account being proceeds of a house sale and paying out the two payments almost immediately. They acknowledged receipt of the information and said that they don't hold up payments lol. I'm just glad that I payed for the home using a CHAPS payment, which is presumably why that wasn't queried.

agrinnall

abicat wrote: »

To answer your questions:
It was the 10% sent by very fast payment that went to the wrong account
It was keyed in by branch officer, checked as correct by me and shows as having been on its way to the correct sort code and account number on print out and on screen by bank officers at my new branch
Then shows as being Rejected by Security, released by security and then somehow was sent (presumably by security) to the account where the 90% went. Neither I nor my new branch keyed in a new sort or bank account or were asked to check any details.

If you have this print out then I don't see that Santander have a leg to stand on. It doesn't really matter to you how it went wrong, they just need to put you back in the position you were before the payment was made. I'd get a formal complaint in straight away and be ready to go to the FOS. And don't be fobbed off by any delaying tactic relating to getting the money back from where they sent it: that is their problem to resolve.

robatwork

Abicat this may end up as a paper trail. So never mind that the "branch are being helpful" and admitting everything. What do you have in writing?

Obviously you need the transaction details recorded on paper, but do you have anything from the branch saying Santander made mistakes?

You may end up at the Ombudsman - hopefully not but if so then this will be open and shut if you have that evidence.

abicat

Just a quick update in case anyone is interested or having similar problems. The branch have managed to force a complaint to be accepted on my behalf. Fraud have not attempted to contact me. I rang Complaints today in an endeavour to find out what is happening with my money. They rang Fraud and held me online for several minutes. Complaints then came back to me and said Fraud wanted to know if I would hold for 'several minutes more' while they looked at it. I asked for a callback...Complaints said they would ask Fraud if that was ok and came back to me saying that
Fraud had said that in that case Complaints should tell me it could take eight weeks to resolve. I requested that they make a note on my complaint that I am disgusted with their lack of customer service. Fraud are apparently just thumbing their noses at everyone and in the meantime my £8500 is who knows where. Have they retrieved the payment, are they just sitting on their hands...who knows. Maybe this is a case for Rip off Britain to look into. Fraud have never attempted to contact me and apologise for the error or to let me know what action, if any, they are taking to retrieve my money. Who is in control of the Fraud department one has to wonder and just who mans it. They obviously have no customer service skills whatsoever.

xylophone

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

abicat

Thanks xylophone. That's where I'll be heading next. Santander security or 'fraud' department seem to be a case of 'X men meet the Spanish Inquisition'

robatwork

Far be it from me to recommend the Daily Fail, but their financial journalist Tony Hetherington would get your money back much faster if you can get him interested:

http://www.dailymail.co.uk/money/columnist-1066279/Tony-Hetherington-Financial-Mail-Sunday.html

abicat

That sounds like a good idea. Thanks for the suggestion.

abicat

Just posting so those who were interested can see the outcome and also to warn anyone considering opening a Santander account that they should be aware of the Banks apparent shortcomings. Through my efforts with the estate agents, I have managed to get the incorrect payment refunded direct to me by the recipient of the payment. This was without any help at all from Santander security or Complaints.
Today I had a missed call from Santander on my mobile. Rushed answerphone message...was that name Brian? I listened three times to get callback number. Rang and not enough digits in number. Was in town so went into branch. Another lovely branch officer took me into office and listened to message...she thought the name was Fran but number same as I'd deciphered. Rang Santander head office who seemed unconvinced that she was ringing from a branch and didn't recognise Fran or number left. After several setbacks and trying Brian as name, head office attempted to put branch through but they were cut off. Second attempt and 'Brian' answered phone but cut out as soon as branch officer said who she was. Third attempt and finally we were speaking to Brian in 'Complaints'. Turned out he was ringing me to apologise for their error in transferring the £8500 and that they would be sending me a letter apologising and £1 hundred and (indecipherable) pounds compensation...was that acceptable? If they can't even get a simple call back message decipherable and leave a wrong phone number in the process, then what hope is there that they might transfer thousands of pounds correctly. As an apology, it was distinctly lacking in conviction. I ended the conversation by suggesting that he slow down when leaving messages on answer phones. Funny how I got an apology of sorts the day after I arranged to transfer my account to another bank. The branch officer apologised to me for all the inconvenience and worry I have had with far more conviction than anyone in Complaints and as for Fraud investigations....they remain invisible.

xylophone

You received very poor service and I'd be inclined to take a complaint to the FOS.