Santander owes me £20,000

DeborahHolden

I recently decided to buy the property I was renting in Thailand. I rang Santander two weeks before I needed to transfer the total amount and was informed that I could ring them to make the transfer then would save money as I wouldn't have to pay for 3 transfer fees to get the full amount over. I rang back 2 weeks later to be told that I didn't have this telephone banking set up (I was not advised this previously). I then decided to transfer online. The first payment I attempted for £20K locked my internet banking. I called back straightway to be informed that this was an automated system locking me due to fraud etc. and that it would be unlocked by 9pm (UK time) that night, which is wasn't. I called the next day to be informed that I would be called later by another team, during this conversation, I was advised that I would need to make the previous payment again. My internet banking was then unlocked. I then attempted to make another payment whilst still on the phone to the advisor at which time my internet banking locked again. During this conversation, I then requested that any payments be cancelled as a family member would make the transfer for me from their UK bank and I could then transfer the money UK - UK. The advisor agreed. I then had my family member transfer the money over. When my internet banking was then unlocked, the first payment for £20,000 had in fact been transferred. I rang again and eventually was put on to an advisor who informed me that their advisor misinformed me. It wasn't until that advisor got off the phone, listened to all of my previous 'recorded' conversations that they took blame, which I then requested in writing. They then attempted to get the Thai bank to reverse the fee to no avail. I then had news that the receiver of the money was leaving Thailand due to the coronavirus so I asked him to transfer the excess £20,000 to the freeholder who I know well. The freeholder then attempted to transfer the money from his Thai account to me to no avail due to Covid. Santander then informed me that it was my error for getting the original receiver of the funds to move the money after they took so long not to get it back for me. I was then requested to get the freeholder to 'send' me a cheque, which I am still waiting for. Santander offered me £250 compensation which I refused (so far all costs have exceeded this amount and who knows what I will lose with the exchange rate) They said they would close the case and could put me onto the banking ombudsman. They did not message me to confirm this, there are no details of how to contact the banking ombudsman and I am sitting here jobless due to covid wondering if my 'life-savings' will ever be returned so I can survive. Can anyone help me?

DeborahHolden

To give a few more details, I was in Thailand to start with but moved back to the UK just after asking for the money to be moved  to the freeholders bank account - the first of many phone calls were international and amounted to 5-6 hours whilst I was in still in Thailand

powerful_Rogue

DeborahHolden said:

I recently decided to buy the property I was renting in Thailand. I rang Santander two weeks before I needed to transfer the total amount and was informed that I could ring them to make the transfer then would save money as I wouldn't have to pay for 3 transfer fees to get the full amount over. I rang back 2 weeks later to be told that I didn't have this telephone banking set up (I was not advised this previously). I then decided to transfer online. The first payment I attempted for £20K locked my internet banking. I called back straightway to be informed that this was an automated system locking me due to fraud etc. and that it would be unlocked by 9pm (UK time) that night, which is wasn't. I called the next day to be informed that I would be called later by another team, during this conversation, I was advised that I would need to make the previous payment again. My internet banking was then unlocked. I then attempted to make another payment whilst still on the phone to the advisor at which time my internet banking locked again. During this conversation, I then requested that any payments be cancelled as a family member would make the transfer for me from their UK bank and I could then transfer the money UK - UK. The advisor agreed. I then had my family member transfer the money over. When my internet banking was then unlocked, the first payment for £20,000 had in fact been transferred. I rang again and eventually was put on to an advisor who informed me that their advisor misinformed me. It wasn't until that advisor got off the phone, listened to all of my previous 'recorded' conversations that they took blame, which I then requested in writing. They then attempted to get the Thai bank to reverse the fee to no avail. I then had news that the receiver of the money was leaving Thailand due to the coronavirus so I asked him to transfer the excess £20,000 to the freeholder who I know well. The freeholder then attempted to transfer the money from his Thai account to me to no avail due to Covid. Santander then informed me that it was my error for getting the original receiver of the funds to move the money after they took so long not to get it back for me. I was then requested to get the freeholder to 'send' me a cheque, which I am still waiting for. Santander offered me £250 compensation which I refused (so far all costs have exceeded this amount and who knows what I will lose with the exchange rate) They said they would close the case and could put me onto the banking ombudsman. They did not message me to confirm this, there are no details of how to contact the banking ombudsman and I am sitting here jobless due to covid wondering if my 'life-savings' will ever be returned so I can survive. Can anyone help me?

I've read that a few times, but struggling to see how Santander owe you £20,000.

davidmcn

It sounds like the recipient of the £20,000 owes you the £20,000, not Santander.

DeborahHolden

I had my family member transfer the full amount after informing Santander I was going to do this only to discover that Santander had already transferred the original payment which I had previously been informed I would need to re-make.

DeborahHolden

I was made to believe that no payments had gone through at all and was on the phone to Santander to confirm this before asking my family member to make the transfer for me.

DeborahHolden

They accepted blame for their advisor incorrectly advising me of this.

DeborahHolden

The original payment was £20k

davidmcn

Yes, I think you've already told us all of that. Santander aren't going to send you another £20k, you'll need to pursue the party who has it.

DeborahHolden

Really? Even though they informed me in error that no payments had been made causing me to make the payment again via family?

peachyprice

They've already compensated you £250 for their incorrect advice.  
Again, Santander don't owe you anything, the recipient who has now been paid twice does.