HTB ISA - Santander messed up closure

buy_my_cookies

Hi,

Currently going through the motions of house buying. FTB with a HTB ISA from Santander, I think they have messed up the closure of the ISA account.

Went into the local branch (13/09) and requested that the account was closed down and to request the letter needed for our solicitor to claim the bonus. They advised they will need the details of the account where the savings will be transferred into once the account was closed, this seemed like a normal reasonable part of closing an account. Gave them current account details as it wont be in there for long we are due to exchange on the 29th.

Was also told the account had made £68.33 in interest.

Received the Letter today and it reads: "Your closing balance is £68.33" No mention of the several thousand that was in there when i requested it was closed.

I have no idea what to do now, has anyone come across this and is there a quick resolution? Too late in the day now to phone the bank or my solicitor and of course I will tomorrow. Just looking for advise in the mean time.

HampshireH

There is a very similar thread either on here or on the savings & is a forum. They evidenced incorrect closure and the bank reversed the decision. Provided a different letter and resolved it.

Your best bet is to go back into branch and speak with them in person

buy_my_cookies

Thanks, tried calling them just after 6pm but the ISA customer services was closed. Will try tomorrow morning, Im just worried about getting it sorted ASAP in time for exchange/completion

gettingtheresometime

HampshireH wrote: »

There is a very similar thread either on here or on the savings & is a forum. They evidenced incorrect closure and the bank reversed the decision. Provided a different letter and resolved it.

Your best bet is to go back into branch and speak with them in person

If the OP searches this forum for the word Barclays then they should find the thread you're talking about

User1312

This was me! It was resolved but very late on and caused so much stress. https://forums.moneysavingexpert.com/discussion/5707597

User1312

By the way my solicitor is the one who resolved it with the ISA people, I got involved to have a go at Barclays but I'm not sure how much it helped!

buy_my_cookies

I have managed to speak to the bank and my solicitor now.


Santander have admitted the mistake and they are sending out a new letter today with the correct balance shown on it via special delivery. Ive also raised a complaint but don't think anything will happen, maybe at best the branch staff have a refresher on how to close HTB ISA's.


Solicitor still thinks we should be able to get the bonus in time for completion on the 29th. So all in all should only be a small bump in the road. But at the time it had me panicking!

User1312

Ah yes you've got loads of time - mine was 1 day before completion!!