My Santander Zero CC has disappeared from my online banking!?

Yorkshire_Pud

Had this card for years and useful when travelling abroad. I noticed last night it’s gone from my list of Santander accounts and the direct debit has also gone which was with another bank. Phoned Santander last night and was told would have to go to the ‘back office’ to look into it.

I received a text this evening saying my ‘request is complete’ but none the wiser what has been found or decided and message received after they closed at six pm.

Last used in January and paid in February in full as usual. 

Cant see a reason for it to be closed and if it has been I haven’t been told about it, my other accounts are running smoothly. 

Has anyone else had a similar experience with Santander? Any idea what’s going on!?

Marchitiello

Not sure what happened there but I would chase it. I just checked my Santander account and my Zero Card is there. Even if the Zero card was discontinued as a product, I would expect Santander to swap to a similar product or to a standard card.

i had my HSBC card disappearing from my online banking yesterday but as soon as I opened the chat to enquire about it, they responded that the card section was under maintenance and the card would reappear later. Obviously this may not be the case as you said the DD has also disappeared so, indeed suggesting to an account closing.

Yorkshire_Pud

After the message I went to local supermarket and tried to use my zero cc it recognised my pin but then declined the transaction so obviously not restored to use. Probably have to make a complaint but will see what they say tomorrow. Must have had the zero credit card from early 2000’s.

Times changing at Santander, the freephone number was due to go at end of May but it’s still useable alongside the pay for it number.

NoodleDoodleMan

My Zero card is still active - used in Mallorca and Spain in recent months.

I make a point of buying something every month or so - a small purchase to keep it from becoming dormant.

Is it convenient to visit your Santander branch - that's better than faceless 'phone calls ?

Yorkshire_Pud

After a few days to and fro with Santander have achieved some resolution.

Santander closed my Zero card in May, less than four months after my last transaction, and contrary to their terms and conditions which stipulate six months and then contacting the customer and a few further steps before a card is closed. I was not contacted a single time, my account simply disappeared. Very poor show from Santander. 

I asked that they reinstate my zero card, all answers were no it’s not possible (anything is possible just needs the Will and skills to do it). Tried to palm me off with the All in One credit card carrying a £3 a month fee and after doing my own research it’s not a like for like trade as whilst there’s no foreign use transactions fee there IS a cash withdrawal fee of 3% minimum £3 per transaction. So not the same card at all.

I mentioned Paul Lewis at Moneybox and going to the ombudsman. Ten minutes later, the right person has been found who will send me an pre approved application form for a new Zero cc, the account that couldn’t be reopened. Plus a bit of compensation I asked for. A card I opened in 2009 and never had an issue with until this closure without ANY contact, which I find disgusting.

Its never happened before, how many times have I heard that. So the Zero card is an endangered species and to those of us who value it definitely make at least one purchase a month and be aware Santander MAY be looking for an excuse to close it and won’t follow their own terms and conditions in doing so as happened to me. They did claim they sent me a UIOLI Use It or Lose It letter but couldn’t tell me when it was (not) sent or what the text of it was (because they didn’t send it).

Complaints person was very good but no doubt came up against lazy complacent employees who just expected me to accept it and open an inferior card.

The ‘new’ Zero card had better have the same terms as the old or its back to square one, Paul Lewis and the Ombudsman route.

Marchitiello

Very good insight, thanks.

I guess it is not a normal procedure to offer a discontinued product hence the original negative response, and I am also guessing that a closed credit card account cannot be reopened at all (when you cancel a credit card they may read you T&C to that effect), but so glad you manage to find the right person that knew how to override the system.

I do value my Zero card, and before I opened my Chase account, it was my go to card for every foreign currency transaction, also because it carry a £20k CL limit, but I still use quite regularly when I know I cannot get cashback on Chase (for instance I just had to apply for 5 individual Visa for a foreign country, charged by that nation government in USD, and after the first application did not trigger cashback on Chase, I did the other 4 on Zero. I will now pay a bit more attention to ensure it does not fall off regular use (just checked the last 6 months quickly and has always produced a monthly statement, from few to few hounded pounds on each).

missile

Yorkshire_Pud said:

After the message I went to local supermarket and tried to use my zero cc it recognised my pin but then declined the transaction so obviously not restored to use. Probably have to make a complaint but will see what they say tomorrow. Must have had the zero credit card from early 2000’s.

Times changing at Santander, the freephone number was due to go at end of May but it’s still useable alongside the pay for it number.

Good luck with that. I spent nearly 4 hours on the phone before Santander removed the block on my account. Thankfully I have accounts with other banks

Rosco32

I would still be tempted to go to the Ombudsman, as technically Santander have breached their side of the agreement by a) not notifying you, and b) closing your account earlier than the T's & C's state. Obviously they have sorted this for you as you mentioned, but if you'd breached your side of the agreement they would certainly take action. It's the principle in my opinion.

inspectorperez

Interestingly I see Santander have announced today that purchases made abroad using the Zero card will attract 1% cashback and no FX fees. Conversion will be at the Mastercard rate by reference to time of sale. There is a date range applicable to the deal which I can't quite recall except that it finishes on or around 10 September 2022.

Okay so there may well be better deals, but it's a few extra quid in your pocket for no effort.

Marchitiello

inspectorperez said:

Interestingly I see Santander have announced today that purchases made abroad using the Zero card will attract 1% cashback and no FX fees. Conversion will be at the Mastercard rate by reference to time of sale. There is a date range applicable to the deal which I can't quite recall except that it finishes on or around 10 September 2022.

Okay so there may well be better deals, but it's a few extra quid in your pocket for no effort.

That is great news and will match Chase Debit Card for best Forex spending options. However I have received no email and have no info on my app. Can you share a link to the news? I could use it in august as I have some heavy forex spending coming up and it would be good if I did not have to swap between cards

inspectorperez

https://www.santander.co.uk/about-santander/media-centre/press-releases/santander-launches-cashback-on-foreign-holiday-spend

The notice is actually dated 13 June 2022 but I only received email alert yesterday which was the first I became aware of this offer.