Santander

KatyMc1234

TLDR: Santander blocked my new credit card before I used it, anyone else had the same thing happen? 

I applied for a Santander Credit Card, I was instantly approved and sent the card in the post. I kept getting texts telling me I hadn’t used it yet, so as soon as I received my online banking set up letters, I went on to activate it. Out of nowhere it said I’m blocked and must contact their Customer Service (CS) team.

I phoned CS who said I should take Identification (ID) in to my local branch with a letter. 

I took this in and heard nothing until 12 days later when I received a letter in the post from the fraud team asking me to contact them.
They told me I should take ID in to the branch, I explained I already did this but they said I must do it again, so I did. When I was in the branch they told me the account had been closed, so why did they want my ID again? 

The CS has genuinely been the worst I have ever experienced in my entire life. The fraud team were unhelpful, rude and condescending. The staff in branch first of all didn’t send my ID and then the second time treated me poor when I told them the fraud team said they must call them when I’m there to get a fax number from them. 

Is this normal for Santander? 

I have two AMEX cards and I have never had one single issue with them apart from their high APR hence going to Santander as it was a 0% card. Their customer service is exceptional. 

Has anyone else had this with Santander? 

It’s left me feeling really put out. I’m a genuine person, proved my ID twice but can’t help feeling like they have put me down as some sort of fraud. 

missile

I had similar treatment from Nationwide. I complained and got nowhere. Complained to FoS and await their investigation.

MEM62

KatyMc1234 said:

Is this normal for Santander?  

I do not believe that Santander are known for their stellar customer service.  

martinbainbridge1975

one to avoid by the look of it - when they were abbey national they were referred to as shabby national on the high street

NoodleDoodleMan

Never had a significant problem with Santander cards.

Maybe just a lucky punter ?

molerat

This type of thing seems to occasionally crop up on here across the whole range of providers, not just Santander.  Looks simply like something spooked them.  All the providers seem to want to get the card to the customer yesterday and carry out  checks while it is in the post which sometimes results in a rejection after the customer has got the card. No problems with Santander here either, if I have ever contacted them it has been dealt with promptly. 

MalMonroe

My daughter applied for a Santander card, was allowed to send her ID via email and was accepted for a 0% balance transfer card when the offer was on a while ago. No trouble whatsoever. And she was self-employed at that time. 

It does seem grossly unfair that you have been inconvenienced twice, having had to take your ID down to the branch when you had already been accepted for a card.

If it were me, I would write to Santander, outlining the situation as you have done in your OP and wait for their response. If it's an unsatisfactory response or they don't respond at all, you can take the matter to the Financial Ombudsman. Santander will have 8 weeks to respond to your complaint, after which, off to the Ombudsman. You should be able to submit a complaint to the Ombudsman online. But for the complaint to Santander, I'd do it in writing and post it.

More info on complaining to the FOS in the link below, from this very site. 

https://www.moneysavingexpert.com/reclaim/fight-back-fos/

daivid

No problems with Santander; mortgage, CC and credit card accounts with them for a few years. As there's never been a 'problem' I've never truly tested their customer services, though when I've needed to make changes to accounts its all gone through quickly and without fuss.

OP: Santander may have had a genuine reason for closing your account, but that doesn't excuse their apparent incompetence in asking you to present ID two times. I suspect Molerat has hit the nail on the head with banks being too quick to approve applications: I took out 2 cards this morning, both were approved within about 30 seconds of filling in the forms - plenty of time to crosscheck electronic records but no time to make any discretionary/judgement calls.

Marchitiello

I am a Select Customer and have had a number of CC from them over the years, keeping the Zero for International Travel. I did have to speak to their CS for a recent switch into my existing account (for the bonus) as I could not make the needed branch appointment (only available after 6-8 weeks), and their service on the phone was brilliant, much better then their service in branch I have to say. As others have said, occasionally things like that happens with all the banks, but hopefully if you break it down properly into a complain letter, they may own any shortcoming in communication and / or internal processes (not sending your ID from branch to HO), and may offer you something for your inconvenience