Santander appalling service

trust.no.1

GeoffTF said:

trust.no.1 said:

GeoffTF said:

Frogletina said:

I agree that the individuals made the mistakes.

However, the merging of the profiles was finally done correctly online without me supplying any documents by post or at the branch, which is the current company policy.

You finally spoke to a member of staff who was good at his or her job. The first two clearly were not. You were unlucky. I have no doubt that the other banks have some members of staff who are not very good. I have not had any serious problems with Santander.

My partner and I went through this when setting up a new joint account online - to get a better interest rate than our existing account that was setup in branch years previously.

That seems strange. When I have changed my account to get better terms, I have rung customer services and got them to change the account type without changing the sort code or account number. No address checks were involved. Nonetheless, what you experienced is a real mess.

This is very interesting. There is no online "upgrade" option available for Savings accounts as there is for current accounts. As part of my complaint I did ask whether they could upgrade my existing joint saving account to the latest issue, however the response stated that this was not possible and i would need to open a new one.

I will try ringing customer services next time around and see how my mileage goes. I assumed the lack of an "upgrade" option for savings accounts was a revenue saving measure.

GeoffTF

trust.no.1 said:

GeoffTF said:

trust.no.1 said:

GeoffTF said:

Frogletina said:

I agree that the individuals made the mistakes.

However, the merging of the profiles was finally done correctly online without me supplying any documents by post or at the branch, which is the current company policy.

You finally spoke to a member of staff who was good at his or her job. The first two clearly were not. You were unlucky. I have no doubt that the other banks have some members of staff who are not very good. I have not had any serious problems with Santander.

My partner and I went through this when setting up a new joint account online - to get a better interest rate than our existing account that was setup in branch years previously.

That seems strange. When I have changed my account to get better terms, I have rung customer services and got them to change the account type without changing the sort code or account number. No address checks were involved. Nonetheless, what you experienced is a real mess.

This is very interesting. There is no online "upgrade" option available for Savings accounts as there is for current accounts. As part of my complaint I did ask whether they could upgrade my existing joint saving account to the latest issue, however the response stated that this was not possible and i would need to open a new one.

I will try ringing customer services next time around and see how my mileage goes. I assumed the lack of an "upgrade" option for savings accounts was a revenue saving measure.

It is my current account that was upgraded and downgraded over the phone. If you had problems with opening a savings account, why did you not shrug your shoulders and open a savings account with another bank?

huw01

I have been with Santander a good number of years now and on the odd occasion I have needed to phone them, they have been fine. Dealt with the issue there and then, no problems.

When dealing with my late father's estate I have to say their bereavement team were excellent and were in the premier league compared with dealing with Barclays who were absolute dire.

As many posters have said, they probably on balance are no better or no worse overall than any other bank.