Santander - misleading phone number for customers - be warned

maggiesoup

I tried to contact Santander online to close an old current account I don't use.  The webchat is hopeless as it doesn't understand what I wanted to do so I tried calling the 0800 123123 as shown online.  The message told me I was to call 0900 1231234 and indicated that calls are charged at 65p a minute.  Outrageous.

colsten

The easiest way to close a current account is to switch it into an existing, or new, current account. You might even be able to bag a switch bonus - going rates appear to be between £100 and £125 per switch.

wiseonesomeofthetime

If you have access to the Santander app, you can use in-app chat to close an account.

It is easy to do and, in my experience, very timely.

I guess the 0900 is to discourage customers calling instead of using the in-app chat service that is now heavily promoted.

JezR

0800 123123 is not Santander's number - 0800 9 123123 is. 
The message on 0800 123123 has been there for years to catch people out that dial Santander's number incorrectly.

bradders1983

So this is the OP's error and nothing to do with Santander, could a mod please remove the libel from the thread title?

RG2015

bradders1983 said:

So this is the OP's error and nothing to do with Santander, could a mod please remove the libel from the thread title?

I disagree. Santander should have given the correct number of 0800 9 123 123 not the premium rate number.

If @JezR is correct, Santander is at fault here and this warning is appropriate.

PS. I stand corrected. 0800 123 123 is unobtainable so the OP did make a mistake.
As it is not a valid number, I don't know what number they actually did connect with.

PS 2 I also stand corrected on the number being unobtainable as this only applies to my landline and not my mobile. Later posts also show that Santander has tried to remove this anomaly/scam on their old number. I wonder if the telecoms regulator could not have done something to clear the number on mobile networks as well as on landlines.

colsten

JezR said:

0800 123123 is not Santander's number - 0800 9 123123 is. 
The message on 0800 123123 has been there for years to catch people out that dial Santander's number incorrectly.

The announcement on 0800 123 123 also states very clearly that it is provided by goldennumbercompany.com. The 0900 number they advise is quite obviously one they provide and make money from. @maggiesoup, you can't blame Santander if you mis-dial and land with sharks.

Peter999_2

I have looked all over the website and cannot see anywhere that 0800 123123 is mentioned.   It is always 0800 9 123123.

The_Green_Hornet

This was reported on the This is Money website way back in 2016.

https://www.thisismoney.co.uk/money/article-3687232/Phone-trap-costs-Santander-customers-65p-minute-accidentally-leave-digit-bank-s-free-hotline-number.html

RG2015

colsten said:

JezR said:

0800 123123 is not Santander's number - 0800 9 123123 is. 
The message on 0800 123123 has been there for years to catch people out that dial Santander's number incorrectly.

The announcement on 0800 123 123 also states very clearly that it is provided by goldennumbercompany.com. The 0900 number they advise is quite obviously one they provide and make money from. @maggiesoup, you can't blame Santander if you mis-dial and land with sharks.

Did you dial it? When I did, it was unobtainable.

PS: It was unobtainable on my landline but I did get through to the automated message when using my mobile phone.

maggiesoup

APOLOGIES!  Yes, I did dial the wrong number ie without the 9. However, the message mentioning Goldennumber company meant absolutely nothing to me.  I'm not that young and awaiting a cataract operation so eyesight isn't 20/20.  Would have thought Santander could have forced this company out of business as clearly it relies on its customers dialing the wrong number.  No, I didn't call it as I Googled "how much does an 0900 cost" and one website came up with being charged £25 as soon as you dial it so I didn't want to try it.  Sorry for any inconvenience caused and to the moderator for the extra work.