NOSIA refund Santander

nufc87kaz

Deleted_User said:

nufc87kaz said:

Im in the same boat. Letter issued 25th June stating a refund due of £10k. I called today as it has been 10 working days to be told that the letters were sent in error and new ones are being sent out. I am really panicking as I could really use the money. How can they do this?!! Has anyone had a new letter yet?

Panicking because you potentially didn't get some money you didn't have in the first place and thus would be an unexpected bonus is a hiding to stress for nothing really. See if you get something, or not, don't spend it until it's in your bank and confirmed in writing.

Well thank you for your completely unhelpful and patronizing reply. You don't know me or what my personal situation is like. I said I was panicking because I could use the money not that I had already spent it!!

When a bank sends you a letter stating you are due are refund and 'you do not need to do anything, payment will be made in 10 working days' you feel positive that you will receive the money. Yes its all well and good saying wait until you have it before you spend it but it WAS CONFIRMED IN WRITING. It is very irresponsible of them. Then to wait nearly 3 weeks to send out correction letters. They also weren't able to tell me on the phone what the problem was. Its the handling of the situation that is completely unprofessional. 

What I was asking was if anyone else had received a similar letter. 

MLG1985

I’m in the same situation, I called them last Thursday to check it was all genuine and was told money would be in my bank within 10 working days, called back on Tuesday because I’d heard rumours of the error to be told I have to wait for a new letter!

it’s a large amount of money to tell people they are getting and then just say they’ve made a mistake!

Hopefully the new letters will come through soon!

STG1972

When someone gets their first ‘update’ letter can they post comment on what it contains. FYI you can complain to Santander and then, once they reject your complaint, the FCA about inappropriate behaviour of the bank regardless of the eventual outcome

born_again

STG1972 said:

It WAS in writing - that is the issue! and for the bank to simply say ‘ooops’ is totally irresponsible and insulting to people, many of whom have been through a very tough 18 months. The bank has got it very wrong here and needs to apologise and make amends for the ‘distress and inconvenience’ it has caused - this is an FCA term

1st you have to remember mistakes happen. People make mistakes. People enter data into a computer. Could be they put a wrong formula in, so has added a couple of 00 onto the amount.

Not sure what distress has been caused. Sure if they had paid it out, and you spent it paying of other debts & then they said they want it back. But when all you got was a letter.
The next letter should be a apology & what they are going to do.
What inconvenience has been caused? 

These payouts are based on FCA rules.

Everyone has had a tough 18 months. I would have loved to have been furloughed rather than having to take call after call from people who think they are the only ones with refund issues & you should sort it out there & then. When 99% of them had never even tried to resolve with the retailer 1st. Just your my bank sort it out now...

Wraya

Nobody is expecting the bank to repay money you actually owed regarding the principle amounts borrowed. However, if you did not receive the relevant NOSIA when due,  the bank, under FCA rules, should refund interest and charges paid . Why people have to be patronising when others are clearly concerned about being told in writing they were having a refund and then having doubt cast over whether it is going to happen or not is not helpful.

Wraya

And please don't assume we have all been home on furlough!

STG1972

FCA websites states 
‘a mistake can affect the customer practically OR EMOTIONALLY, as well as financially’ they can award compensation for any of the following 
distress
inconvenience
pain and suffering

They can award these if FCA feel the bank could have handled thing differently.

NOT telling customers of error and deferring to another letter or waiting for customers to call whilst not telling them anything is certainly NOT best practice.

Patronising comments from those where it would not make a difference are unhelpful at best.

Please do not comment on these matters if your attitude is that the bank hasn’t done anything wrong

MLG1985

All those commenting that mistakes happen, and you don’t understand what inconvenience and distress has been caused are clearly in a great financial position where an extra £10k makes no difference in your life. Good for you. 

But for me, and I’m assuming lots of others on this thread, that kind of money makes a huge difference, so to be told by the bank you will be receiving it then just have that taken away is upsetting! 

If I don’t receive a letter by Monday I’m going to try calling again for an update. It would just be nice to know if I will be getting anything at all.

Cazzaroo

It's the fact they won't say one way or the other.  I don't understand why.

We have been paying money that was not owed (if eligible) because money has been incorrectly accruing.

Cazzaroo

I have done an official complaint on the way it has been handled.