Santander bank closure have not sent my funds

gregpicard

Hello all

I have a question regarding closed bank accounts and having the funds paid out...I'm a bit stuck and I have no idea what to do.

I'm currently living abroad, no plans to return to the UK soon. I use a current account with Santander for some income I receive in the UK and for payments from my family.

About 4 months ago I updated my foreign address with Santander to get a new debit card sent out. They made an error with the address and I never received the card. Then 2 months ago, one day I tried making a withdrawl and it wouldnt go through. Called Santander to find my account was under investigation for fraudulent activity and I would not be able to touch my money until that investigation had concluded. I can only imagine that somebody tried using my card or details after I had informed them that it had not arrived. Eventually they decided to close the account.

Incredibly at first they were going to send out the cheque to the foreign address listed...the one that was incorrectly done, plus getting a british cheque in this country would be of no use to me whatsoever. As I explained to them that I lived abroad but had a UK address, they took down my Uk address and updated the account accordingly. Various people on the phone then told me a cheque with the remaining balance at closure would be sent to my updated UK address within 7-10 days of closure. One guy even said it may be possible to send me a bank transfer with the balance.

I called up about a week ago to ask why my cheque had not arrived, was told due to the easter holidays it may be delayed and to wait a few days longer.

Now a month has passed since the closure date. I called up today, the woman had me on hold for about an hour, and finally tells me that actually the bank never even sent a cheque and the only way to get my money would be to go into a santander branch with my ID....! As you can imagine I told her all of the above, the amount of hoops I went through and all the rubbish I was told about a cheque being sent out. But she informed me that the back office team had said that because I changed my address back from my foreign one to the UK one, it would not be possible to send a cheque and now that the account was closed she would not be able to do anything.

I'm extremely frustrated about the whole situation. I think it is unacceptable that Santander can close my account due to something which was no fault of my own, and leave me totally in limbo without my funds. I had over 1000 pounds sitting in that account which I now cannot access unless I go back to the UK and into a branch. Even worse that 2 months have passed since the beginning of the investigation and the sending of the phantom cheque...

I just wanted to get some advice from the forum, anyone with better knowledge of the system than myself. Is there anything I can do to fix this, ie. get the bank to transfer the funds to another account of mine? Any sort of recourse or information I can call them back up with to move this along?

Appreciate any information you may have, cheers!

Shakin_Steve

When I banked with Santander (no choice as I had an A&L savings account), I found that they were absolutely dire at anything such as this. My wife was also on the savings account but they had no record of her. They said they'd send some forms out to fill in, which never arrived, so we did it on branch. Then they said they'd post her a card out, which never arrived. Then I had exactly the same problems as you until they finally admitted they never sent it out.
That was enough for me. I withdrew the money and scarpered.
Sorry...no help to you at all, but at least you know thst it's not just you.

jonesMUFCforever

Is the account still blocked or have the funds been released?

If they are free why not sign into their internet banking and instigate an international transfer for most of the balance leave just enough to cover their charge?

veryintrigued

How was the foreign address changed?
And how do you know it is incorrect?

xylophone

If they are free why not sign into their internet banking and instigate an international transfer for most of the balance leave just enough to cover their charge?

It appears that the account is closed?

gregpicard

Hi all

The account is now closed. I cannot access my online banking. When I could, I could not transfer the money anyway as they had blocked the account completely

gregpicard

When I was on the phone to Santander after receiving notice of the account closure, the guy asked me to confirm a UK address so that he could update that on their records in order for them to be able to send the cheque out.

The foreign address was incorrect as my online statement the month after showed it - it was the wrong address. This was updated when I spotted the error, but by then they had already sent out my new debit card.

xylophone

Do you have another UK account in your sole name?

veryintrigued

gregpicard wrote: »

When I was on the phone to Santander after receiving notice of the account closure, the guy asked me to confirm a UK address so that he could update that on their records in order for them to be able to send the cheque out.

The foreign address was incorrect as my online statement the month after showed it - it was the wrong address. This was updated when I spotted the error, but by then they had already sent out my new debit card.

Thanks but am still not clear how your address was changed to the (incorrect) foreign address in the first instance.

gregpicard

xylophone wrote: »

Do you have another UK account in your sole name?

Yes I have another current account with Natwest

veryintrigued wrote: »

Thanks but am still not clear how your address was changed to the (incorrect) foreign address in the first instance.

Apologies. I changed from my UK address to the foreign address a couple of months ago. Santanders policy regarding changing to an overseas address is to send them a printed form with the changes. My father filled out the printed form on my behalf back in the UK, and sent it off to Santander. They then update the address within 30 days, however they give you absolutely no notice whatsoever that it has been changed. I reviewed the address written by my father and it was correct. I can only assume that the bank missread what he wrote. As Santander don't give you any notice or update as to letting you know exactly when your address has changed, nor can you view that information online, I only became aware when I saw an online statement with the incorrect address.

xylophone

You might write to Santander explaining that problems have arisen from their error and requesting a transfer of the cash to your Natwest Account as you are not in a position to return from abroad to visit a Santander branch.

Otherwise, grant your father PoA and allow him to deal with Santander on your behalf?