Santander Credit Card Applications

PSVW_bowler

UPDATE: After contacting Santander to raise my complaint and being promised by an agent they would send me an email with a personal link to upload my ID&V documents within a 48 hour SLA, the email has not materialised. They do however keep sending me chaser emails requesting my documents be sent in the post. I queried this and was told there was an error. Those are generic follow up emails set as reminders that my card is on hold awaiting the documents and that unless they receive them shortly the application will be cancelled. I don't know what else I can do. I don't have a printer at home and I'm not prepared to travel to a branch or find a shop that has payable printing facilities. I realise this may come across as me being difficult but honestly no customer should have to inconvenience themselves and go to a branch or use postal services in this digital world we now find ourselves. I thought strategic direction for most banks and financial institutions was a drive to digital and mobile banking which includes full end to end acquisition journeys.

TheBanker

PSVW_bowler said:

NoodleDoodleMan said:

Anytime I've applied to open any type of account with a bank where I'm not an existing customer I've been required to supply photo ID and proof of home address.

I see nothing wrong or exceptioal about that procedure.

Over the years I've applied for several credit cards moving balances from one to the other whilst paying down the principal balance. I applied to Santander due to their no fee card when transferring a residual balance I plan to pay down over 12 months. In the time I've held cards with Virgin, M&S and Tesco, I've never had to provide ID&V at acquisition stage. My applications sailed through the KYC due diligence and everything was verified electronically. Santander has failed in my expectations as a consumer. 

Over the years I have also applied for several credit cards without issues.

Then one day a new credit card was opened in my name which I had not applied for. The fraudster knew enough to pass the electronic checks. Fortunatly I found it before they spent much money but it was a real pain getting everything sorted out. On that basis I am pleased to hear that the banks are taking their fraud prevention responsibilities seriously.

The upload documents thing sounds a bit clunky, personally I prefer the system a lot of banks use where you use your smartphone camera. But, if the upload document thing really wasn't working then I expect Santander would fix it, unless they are all sat around scratching their heads wondering why their new credit card applications have dried up. 

TheBanker

PSVW_bowler said:

UPDATE: After contacting Santander to raise my complaint and being promised by an agent they would send me an email with a personal link to upload my ID&V documents within a 48 hour SLA, the email has not materialised. They do however keep sending me chaser emails requesting my documents be sent in the post. I queried this and was told there was an error. Those are generic follow up emails set as reminders that my card is on hold awaiting the documents and that unless they receive them shortly the application will be cancelled. I don't know what else I can do. I don't have a printer at home and I'm not prepared to travel to a branch or find a shop that has payable printing facilities. I realise this may come across as me being difficult but honestly no customer should have to inconvenience themselves and go to a branch or use postal services in this digital world we now find ourselves. I thought strategic direction for most banks and financial institutions was a drive to digital and mobile banking which includes full end to end acquisition journeys.

Honestly? Santander have given you two options - go to the branch, or post copies of the documents. It's a shame you can't upload them but I do wonder if this is something specific to your computer because other customers must be able to follow the process. I can't see an ombudsman upholding a complaint about this, so your best option may be to find a different lender whose application process meets your expectations?

NoodleDoodleMan

To use baseball parlance - it's Santander's ball game so they are entitled to set the ground rules.