NOSIA refund Santander

Cazzaroo

Hi,

I just wanted to find out if there is anyone out there that has recently had a letter from Santander advising them they are due a refund for not providing a NOSIA?

I received a letter Friday.  No notification, just this letter.  I rang up and queried it because I've never heard of anything like this before.   Only to be told there's been a mistake and a 'bunch of letters had been sent out in error' and I'm 'not getting a refund anytime soon'.

The agent said new letters were going out this week but said he hadn't been told what the error is or what's in the letter.

It sounds a mess, I'm not satisfied he couldn't tell me more as this is not really good enough.  Surely someone knows something. 

I went through customer service and they said about escalating it and put me through to the same person I was speaking to earlier!

Just wondered if anyone is in the same boat?

Thanks
Caz

[Deleted User]

The call centre staff won't know more than they've told you.  NOSIA refunds are not uncommon but neither is the occasional error.

You just need to wait for the letter. 

Cazzaroo

Thank you.

What sort of error might we be talking about?  Decimal in the wrong place or you're actually not getting a refund at all?

[Deleted User]

More likely the latter, but could be anything. You may have been wrongly selected for the letter, the refund incorrectly calculated, the redress now being used to offset outstanding debt, etc.

Wraya

When I rang Santander about this issue I was told that it could be anything wrong with the letter. All they knew was that the letter contained an error. When I pushed the point I was advised that the amount could be less, could be more or some information was incorrect or missing? Not really helpful.

Cazzaroo

He even said to me, it was really poor customer service. 

Cazzaroo

On reflection, I think zx81 has it, it's to do with where the refund goes i.e. my letter said it was going to my zero account but I have an outstanding amount on my cc.  I think that the refund goes to the debt first.

Wraya

Probably but it is ridiculous that they cannot tell you what the generic issue is. I understand they cannot give specific details on each case but do not believe there is no indication of what is wrong. If they say the letter was issued in error, I will pursue refund anyway. Having now looked into it, I am eligible and the banks have not exactly acted honourably in the past.

Cazzaroo

If it's any help, the agent said to try ringing Friday as they may have more information. 

Wraya

Ok. If I don't get a letter on Friday , I will ring again. 

born_again

Wraya said:

Probably but it is ridiculous that they cannot tell you what the generic issue is. I understand they cannot give specific details on each case but do not believe there is no indication of what is wrong. If they say the letter was issued in error, I will pursue refund anyway. Having now looked into it, I am eligible and the banks have not exactly acted honourably in the past.

They may have been told to not say what the error is. Till they fully establish the facts.

Would not be the 1st time that you have to admit there is a error, but can not say why. Until the issue is fully resolved and a corrected letter is sent out.