Credit card credit transfer Santander

Ttyrant

Hi all. Newbie here who is losing the will to live!
Back in July I bought a car, and found a great balance transfer deal on my Virgin C card. Unfortunately having a Halifax cc and a Santander cc that look identical, I requested the balance transfer from Virgin to the wrong card. So the transaction is still on my Halifax card unpaid, and I have a £3200 credit on my Santander card. Having spotted this error I contacted them immediately and requested the money be moved to my current account with Santander (thinking it was the quicker option). We are now 27th August and it's still not moved. I have requested thus be moved several times and raised a complaint.  Every time I speak to someone I'm told this can't be escalated and will take 3-5 business days. I'm unable to speak to a teal leader or manager. The complaint handler seems to have no clout at all. The transaction needs paying in just over a week and if they don't move my money I'll have to empty a monthly saver account and lose the interest on it. Santander offered me £80 on 20th August if they could close the complaint! Talk about being bought off! I've had to move money around due to son's wedding and our holiday later this week at interest expense. 
Now I know the initial issue was mine, but the complaint handler said the team closed the request in error the first time, then when I chased it  they raised it incorrectly.  These are failings on their part. How can I escalate this to a swift rectification?

born_again

Ttyrant said:

Hi all. Newbie here who is losing the will to live!
Back in July I bought a car, and found a great balance transfer deal on my Virgin C card. Unfortunately having a Halifax cc and a Santander cc that look identical, I requested the balance transfer from Virgin to the wrong card. So the transaction is still on my Halifax card unpaid, and I have a £3200 credit on my Santander card. Having spotted this error I contacted them immediately and requested the money be moved to my current account with Santander (thinking it was the quicker option). We are now 27th August and it's still not moved. I have requested thus be moved several times and raised a complaint.  Every time I speak to someone I'm told this can't be escalated and will take 3-5 business days. I'm unable to speak to a teal leader or manager. The complaint handler seems to have no clout at all. The transaction needs paying in just over a week and if they don't move my money I'll have to empty a monthly saver account and lose the interest on it. Santander offered me £80 on 20th August if they could close the complaint! Talk about being bought off! I've had to move money around due to son's wedding and our holiday later this week at interest expense. 
Now I know the initial issue was mine, but the complaint handler said the team closed the request in error the first time, then when I chased it  they raised it incorrectly.  These are failings on their part. How can I escalate this to a swift rectification?

I'm surprised that it was not bounced straight back to Virgin. As a CC should not be in a credit position.

In effect if you have raised a complaint, until that is either resolved or placed in deadlock & you can go to FOS on the matter. Although FOS will be months before anything happens. No way to speed it up.

I guess part of the problem is that AML is in play here.

I would try asking them to send it back to Virgin.

Ttyrant

So a team leader from the complaints team, Natalie rang me on Tuesday afternoon,  and said the back room team assured her it had been processed on Tuesday, and would show in my account no later than today.
Guess what? Nothing has happened.  I have to wait 8 weeks to raise this with FOS and need the money before then. I can't take out another loan to cover paying this transaction. Santander have royally scre^^ed me and I'll have no money for Christmas at this rate!
I hate the fact webchats have taken over. You never get anything rectified. Everything takes so flaming long!