Trying to close Santander account

EconomicsGirl

Have an account with Santander, its ex B&B which got taken over by Abbey then Santander. Brilliant when B&B could operate online and transfer to my current account with another bank.

Now I've been trying to close this account for a while and need to now for a property purchase but am having problems. Went into branch a while back who claimed I didn't bank with Santander despite having over 20k with them. Tried to argue I did and I wanted to close the account and they insisted I didn't.

Tried online but can only print a statement.

Tried phoning - lady said we will transfer it to your other account then hold on no we won't. She said would send me a cheque in post. Get e-mail saying gone through then get letter saying they won't close it unless I send my original passport to them. Said I don't really want original passport going through non-registered post - they agreed its not sensible but said nothing they can do and go to a branch. Argh. Went through to complaints but didn't get anywhere. Any ideas on how to close my account or be able to access some of the money?

colsten

Just use the Current Account Switch Service to switch the lot to another account of yours. If you play your cards right, the bank you are switching to will pay you money for it.

EconomicsGirl

Thanks very much. Unfortunately its not in a current account, they put the money in a fixed rate bond initially at a reasonable rate but now gone into default one paying just 0.15%, its supposed to be able to close by phone or in branch.

I phoned them but they said I can only close or keep whole thing open, I can't move part of money even to Santander. I asked them to close on 1 June, they said would send me cheque in 3 days then got letter saying send original passport so they would close by post. I have sent in copy of passport, don't trust them with original but when I phoned today they said they are now refusing to close by post as amount too large and only way to close is in branch. I explained had been to branch and branch claimed I didn't have account with them and they said in that case I should go into branch and phone them from a mobile so they can help the branch trace it. It's taken 30 minutes each phone call, not sure why I should have to pay for their incompetence. On the other hand to never have anything to do with them again would be great. I just hope this isn't going to hold up house sale and my passport is currently being renewed and they won't accept anything else. Argh.

DCFC79

So have you tried transfering it to another account ?

molerat

Raise a written complaint.

EconomicsGirl

Thanks - they won't allow a transfer to another account even their own if I open a new one.

They told me they had closed my complaint. I've just filled in the Ombudsman form - not sure they can do anything as its not 8 weeks but don't have 8 weeks.

EconomicsGirl

Just put in a written complaint as well, doubt it will achieve anything but it least it makes clear there's an issue.

EconomicsGirl

Just phoned FCA and they said its fine to refer to Financial Ombudsman now as Santander closed complaint down. It does look like FCA looked into banning auto renewal of fixed term bonds without consent and decided against banning it.

AndyPK

it is a mightmare trying to get them to deal with BB accounts.

phone/post seams to be best.

Unless you are going on holiday in the next 6 weeks, just post your passport. Normally it will be back within a 1 week. Probably returned registered post

EconomicsGirl

Thanks very much. (Un)fortunately we are going on holiday in August and I needed to get new passport and visas first so passport currently off for renewal. The latest is they won't close by post as the amount is too big even with passport.


It's lucky I have enough in another account to cover house sale but so annoying to have to close good account as I can't get money out of Santander. I've complained to everyone I could think of at least.

EconomicsGirl

Spent 30 minutes on the phone to my favourite bank again and got nowhere - they recommended I complain to Ombudsman.

Phoned Ombudsman and spoke to a lovely man there who is e-mailing them now. Whether he will be able to get them to shift don't know but does say in terms and conditions you can close by phone. So quite why they are saying its not I don't know.