Santander bounce back nightmare

Moomin2014

So please bear with me, as this is a bit of a long one. Is anyone else having massive issues applying for the BBLS via a Santander Personal Account? 

I’m 11 days in and am honestly at the end of my tether. Our timeline so far is....

4/5 - applied for BBL with Santander and personal account. After clicking “submit”, the website crashes. We give it several hours before calling the contact centre to double check that the application had submitted successfully. 

The contact centre advise that there is no way for them to check, but if we haven’t had a confirmation email then the application hasn’t gone through. We asked again if they could just search to double check and were told no, there was no way, and to reapply because no confirmation email after all that time meant the application had failed to submit.

We resubmit the application, get a confirmation number, and await further instruction.

5/5 - log onto online banking to find it locked. Call Santander who tell us that the account is restricted due to potential fraud, but that this was “standard procedure” when applying for a loan, and wouldn’t let us retrieve tax credits from the account. I emailed the executive office at this point for help.

6/5 - account still blocked. Executive office looking into why. During the afternoon executive office get back to us and tell us that we can pull out the tax credits by calling up and the blocks will be temporarily lifted. Payday is tomorrow, which we make them aware of, and are told that the blocks will not impact any incoming credits.

7/5 - call up to remove the tax credits and salary credit. Told no salary has been paid in. Assured the bank haven’t put anything in place to stop any payments crediting, and so call up payroll who insist they paid us and it’s Santander’s fault. Make Santander aware of this who, after some investigating, realise that oops, yes, they did reject the salary payment. They put in place a temporary overdraft facility to cover us in the mean time. Additional information is requested for BBLS application. 

8/5 - More additional information requested for BBLS (copies of invoices, business card, web links etc.)

11/5 - Advised to await Docusign for BBLS.

12/5 - still no Docusign, but advised loan is approved and Docusign should arrive imminently.

13/5 - Contacted Santander re: lack of Docusign contract. Was informed that due to the duplicate application, systems are preventing the Docusign email being sent out. Unable to simply “cancel” redundant one. Told that a “self-certification” document will be received where we must certify we only wish to continue with one of the loans, and advised of the application number of the approved loan so that we continue with the correct one.

Payroll company FINALLY received the credit from last Thursday back, so they can re-send to us.

And that brings us to now. Still no self certification. Eleven days in. 

I will say, the person at the executive office seems to be doing everything he can, and I am incredibly grateful to have him doing so, but the trouble is he cannot do much. He’s been absolutely golden, but his hands are tied. 

If you’ve read this far, I applaud you.

If you have any help or advice, it would be gratefully received.

Thanks!

obrienkenobi

No help or advice I'm afraid. Can only reassure you that you arent the only one in this situation with the BBL. If you look at the Santander Twitter Help page you'll see outrage and despair in equal measure. They're providing no information to anyone and simply telling us to wait and theyll be in touch.. its disgusting.

melhoney

Web site freezes, apply button takes me to fraud warning screen and around and around in circles.