NOSIA refund Santander

born_again

MLG1985 said:

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.

I would love a extra £10K in my account. 
Would make it about 5 times higher than it's average.

These things are not resolved overnight. Someone needs to look and find out what the error was, then put a fix in place. That will then set ip the letter run. Letters are then produced & will go out in the post. Then the post office will do their thing.
Average time for a letter run is 3 to 4 days before they leave the building.

It is not a case of one person typing a letter, putting it into a envelope & popping to the post box.

Often the 1str call center staff know of issue like this is when customers ring in. They then have to escalate the issue. Biggest issue is usually finding out who is responsible for it. Not made any easier when working from home, as you can not simply talk to other reps in the office to see if they have had the issue.

Wraya

Some people who received letter did not ring the call centre but the department dealing with the refund. They were actually told originally that the letter was correct only to find out days later,by looking at these type of posts,  that there was an error. 

The least Santander could have done was put something official online to say there had been a miscalculation.
I understand people make mistakes but this should have been handled in a different way .

MLG1985

I would love a extra £10K in my account. 
Would make it about 5 times higher than it's average.

These things are not resolved overnight. Someone needs to look and find out what the error was, then put a fix in place. That will then set ip the letter run. Letters are then produced & will go out in the post. Then the post office will do their thing.
Average time for a letter run is 3 to 4 days before they leave the building.

It is not a case of one person typing a letter, putting it into a envelope & popping to the post box.

Often the 1str call center staff know of issue like this is when customers ring in. They then have to escalate the issue. Biggest issue is usually finding out who is responsible for it. Not made any easier when working from home, as you can not simply talk to other reps in the office to see if they have had the issue.

Thank you for your patronising description of how the post works! 

The fact is, these letters where sent out due to a mistake made by Santander, for them to make another mistake whilst doing so I feel is unacceptable. Companies should have robust procedures in place to prevent sending inaccurate information to customers. 

Yes mistakes do happen, but the way this has been dealt with is shocking. If I hadn’t called up I wouldn’t have known anything about the mistake and would have expected money in my bank tomorrow.

Santander knew about this mistake on Friday, so the fact we’re almost a week past that and they haven’t sent out new letters is really poor. Also once letters have been generated the customer service team can give us information on what they say, meaning you don’t necessarily have to wait for the letter to arrive. Seeing as of yesterday the letters hadn’t even been generated they seem to be taking they’re time! 

nufc87kaz

Im hoping that maybe the calculation just missed off the balances owing on the credit cards. I still have a balance on my Santander credit card and this was not included on the letter. 

[Deleted User]

Statements of fact are not being patronising. 

If a comment is made which is incorrect, if I correct it, it's because I assume from the original incorrect post that the finer details needed ironing out, not that you don't understand something.

As I said, stressing over whether you will get some money you didn't previously have is not a good idea, if you don't get anything, you have lost nothing, if you do get something, it's a bonus

Wraya

And as I said , having a refund confirmed in writing by a bank only to find out by accident it may be an error is not satisfactory. For some people, who may have serious money worries, to be informed you will receive a sum of money and to later be told there is an error is stressful .

Wraya

Deleted_User said:

Statements of fact are not being patronising. 

If a comment is made which is incorrect, if I correct it, it's because I assume from the original incorrect post that the finer details needed ironing out, not that you don't understand something.

As I said, stressing over whether you will get some money you didn't previously have is not a good idea, if you don't get anything, you have lost nothing, if you do get something, it's a bonus

You did not only make statements of fact in your original post. You were telling people how to react. Patronising .

born_again

MLG1985 said:

Thank you for your patronising description of how the post works! 

The fact is, these letters where sent out due to a mistake made by Santander, for them to make another mistake whilst doing so I feel is unacceptable. Companies should have robust procedures in place to prevent sending inaccurate information to customers. 

Yes mistakes do happen, but the way this has been dealt with is shocking. If I hadn’t called up I wouldn’t have known anything about the mistake and would have expected money in my bank tomorrow.

Santander knew about this mistake on Friday, so the fact we’re almost a week past that and they haven’t sent out new letters is really poor. Also once letters have been generated the customer service team can give us information on what they say, meaning you don’t necessarily have to wait for the letter to arrive. Seeing as of yesterday the letters hadn’t even been generated they seem to be taking they’re time! 

Not meant to be patronising.

Many people seem to think that when they are told they will get a letter. They think you type it up and send it out straight away. Then they get it the next day. 
Sadly not.
As I said post in banks takes time to simply get to the point before it is picked up. 👍 Clearly you did not read my post. 7 days to find and fix the error, then get the letters posted out to thousands of people is never going to happen.

The original mistake is something that ALL banks are dealing with. Santander have just messed up the letters.FCA are well aware and will have told them what to do.

Wraya

born_again said:

MLG1985 said:

Thank you for your patronising description of how the post works! 

The fact is, these letters where sent out due to a mistake made by Santander, for them to make another mistake whilst doing so I feel is unacceptable. Companies should have robust procedures in place to prevent sending inaccurate information to customers. 

Yes mistakes do happen, but the way this has been dealt with is shocking. If I hadn’t called up I wouldn’t have known anything about the mistake and would have expected money in my bank tomorrow.

Santander knew about this mistake on Friday, so the fact we’re almost a week past that and they haven’t sent out new letters is really poor. Also once letters have been generated the customer service team can give us information on what they say, meaning you don’t necessarily have to wait for the letter to arrive. Seeing as of yesterday the letters hadn’t even been generated they seem to be taking they’re time! 

Not meant to be patronising.

Many people seem to think that when they are told they will get a letter. They think you type it up and send it out straight away. Then they get it the next day. 
Sadly not.
As I said post in banks takes time to simply get to the point before it is picked up. 👍 Clearly you did not read my post. 7 days to find and fix the error, then get the letters posted out to thousands of people is never going to happen.

The original mistake is something that ALL banks are dealing with. Santander have just messed up the letters.FCA are well aware and will have told them what to do.

Then maybe they should not have stated they would get a response out in 7 days and I still think there should have been an official post from Santander saying they had made a mistake. They have left it up to individuals to chase. 

Cazzaroo

born_again said:

MLG1985 said:

Thank you for your patronising description of how the post works! 

The fact is, these letters where sent out due to a mistake made by Santander, for them to make another mistake whilst doing so I feel is unacceptable. Companies should have robust procedures in place to prevent sending inaccurate information to customers. 

Yes mistakes do happen, but the way this has been dealt with is shocking. If I hadn’t called up I wouldn’t have known anything about the mistake and would have expected money in my bank tomorrow.

Santander knew about this mistake on Friday, so the fact we’re almost a week past that and they haven’t sent out new letters is really poor. Also once letters have been generated the customer service team can give us information on what they say, meaning you don’t necessarily have to wait for the letter to arrive. Seeing as of yesterday the letters hadn’t even been generated they seem to be taking they’re time! 

Not meant to be patronising.

Many people seem to think that when they are told they will get a letter. They think you type it up and send it out straight away. Then they get it the next day. 
Sadly not.
As I said post in banks takes time to simply get to the point before it is picked up. 👍 Clearly you did not read my post. 7 days to find and fix the error, then get the letters posted out to thousands of people is never going to happen.

The original mistake is something that ALL banks are dealing with. Santander have just messed up the letters.FCA are well aware and will have told them what to do.

Fair enough about the time taken for letters to be processed and go out but in that case why not put people out of their misery and tell them over the phone what's going on, if they ring up.  I asked if I was still due a refund and was told...probably. What sort of a response is that?!  They knew once people found out they would be inundated with calls from stressed out people.  They should have been better prepared.  Customers shouldn't be expected to be satisfied with a letter in possibly 2 weeks time, for an answer.