SANTANDER - call wait times

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bmw528i
bmw528i Posts: 36 Forumite
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edited 27 July 2021 at 4:39PM in Praise, vent & warnings
Hi All,
Just wondering are all UK banks taking so long to answer the phones or is it just Santander.
Over the last few weeks I have to call them everytime I wish to use my debit card. They clear the transaction and my card gets blocked again.

They can take anything upto 30 minutes to reply, yesterday I gave up after 41 minutes.

They always blame the computer system and fraud!
Been waiting since Friday for someone from complaints department to telephone me, to date nothing :(



Comments

  • donnac2558
    donnac2558 Posts: 3,610 Forumite
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    Perhaps calling into your local branch would be quicker?  

    You should have got a new debit card are they sending one?    

    I had something happen to my debit card a few years back, and you had to get a new card.   I was only able to get cash from a local branch and had to bring ID with me until the new card arrived.  So no online buying until the card arrived.

    So, I am wondering why they are letting you continue to use your current debit card?
  • jon81uk
    jon81uk Posts: 3,773 Forumite
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    First Direct isn't as good as they usually are at the moment but still answered within about five minutes.
  • greyteam1959
    greyteam1959 Posts: 4,576 Forumite
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    You might be better contacting them using the online chat.
    Once you get past the annoying Chat Bot thingy.

  • p3ncilsharpener
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    Perhaps calling into your local branch would be quicker?  

    You should have got a new debit card are they sending one?    

    I had something happen to my debit card a few years back, and you had to get a new card.   I was only able to get cash from a local branch and had to bring ID with me until the new card arrived.  So no online buying until the card arrived.

    So, I am wondering why they are letting you continue to use your current debit card?
    Local branches have very limited abilities, most likely to happen if you visit a branch is they'll phone the relevant department and hand you the phone.  They don't have the facilities to do much else.

    I'm not source where you're getting that the OP has a new card on the way?  I read it as Santander's anti-fraud systems kicking in after every transaction, necessitating a phone call each time to unblock it.  A new card would not fix that.
  • bmw528i
    bmw528i Posts: 36 Forumite
    First Anniversary Combo Breaker First Post
    edited 29 July 2021 at 10:54AM
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    Perhaps calling into your local branch would be quicker?  

    You should have got a new debit card are they sending one?    

    I had something happen to my debit card a few years back, and you had to get a new card.   I was only able to get cash from a local branch and had to bring ID with me until the new card arrived.  So no online buying until the card arrived.

    So, I am wondering why they are letting you continue to use your current debit card?
    Local branches have very limited abilities, most likely to happen if you visit a branch is they'll phone the relevant department and hand you the phone.  They don't have the facilities to do much else.

    I'm not source where you're getting that the OP has a new card on the way?  I read it as Santander's anti-fraud systems kicking in after every transaction, necessitating a phone call each time to unblock it.  A new card would not fix that.
    thanks p3ncilsharpener you're correct that local branch will have limited powers. Plus I no longer live in the UK so going into a branch is not an option.
    It is also correct that the anti-fraud systems kicking in, however my payments are always to same company and I've told Santander that.

    I've been waiting for a resolution since June and getting quite fed up having to call everyday and being on hold, maybe if they played some decent music it might help.
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