Santander refuse to pay me £150 switch incentive

BTB43

I switched from an old Santander current bank account to a Santander Edge account online by following their instructions on 5th November. I also printed out their details entitled "how to get your £150 switch incentive" as I don't trust them.
I was right to be sceptical. I've just called them to ask why they haven't paid me the money, as according to their instructions it was due on 3rd Feb. They say I didn't select some option or other at the time (sorry not clear what they mean here) and as a result I just upgraded my account to an Edge account. I consider their attitude to be dishonest. I remember the process was confusing at the time.
The person I spoke to on the helpline today said you can only switch from another bank's account. I pointed out that the word "switch" was mentioned with regard to moving from another Santander account. He's going to enter a complaint. Then someone will call me within 5 working days (presumably to tell me I've got it wrong.) I probably will miss that call and have to waste yet another half hour calling them back.
What would be the next step after this? Banking Ombudsman?

Lightning360

I think all switch offers state the switch has to be from an account that isn't in the same bank or banking group as the one you're switching to. I'd be surprised if this wasn't stated in the terms and conditions 

moneytorques

Hi BTB43,

The terms state;
1.    Existing Santander Edge current account, Santander Edge Up current account, Everyday current account and Private current account customers, can also use the current account switch service (CASS) to transfer their balances and direct debits from bank accounts with other providers into their existing Santander current account to benefit from the offer.


You cannot use CASS to switch accounts within the same bank so it seems this would not meet the criteria to achieve the Incentive.

eskbanker

The offer terms are shown at https://forums.moneysavingexpert.com/discussion/comment/81085334/#Comment_81085334 (copy/pasted from the actual PDF, which will presumably be accessible somewhere*) and clearly state:

You won’t qualify for the switcher offer if:

- you’re not a UK resident

- you switch from an account you hold with Santander, cahoot or Cater Allen

* https://www.santander.co.uk/assets/s3fs-public/documents/November_Santander_£150_switcher_offer_terms_and_conditions_COREMC0729NOV24IPGCDT.pdf

grumpy_codger

BTB43 said:

I switched from an old Santander current bank account to a Santander Edge account online by following their instructions on 5th November. I also printed out their details entitled "how to get your £150 switch incentive" as I don't trust them.
I was right to be sceptical. I've just called them to ask why they haven't paid me the money, as according to their instructions it was due on 3rd Feb. They say I didn't select some option or other at the time (sorry not clear what they mean here) and as a result I just upgraded my account to an Edge account.

If it's not clear, complain in writing (online) and get a reply in writing. But before you do this read thoroughly the T&C that you have to follow meticulously when playing this game.

Santander £150 switch offer 04/11/2024 -  a thread that is currently on the first page few lines below yours.

The person I spoke to on the helpline today said you can only switch from another bank's account. I pointed out that the word "switch" was mentioned with regard to moving from another Santander account. 

The person was right. The T&C were very clear: "You won’t qualify for the switcher offer if: ... you switch from an account you hold with Santander, cahoot or Cater Allen"

What would be the next step after this? Banking Ombudsman?

You can go to the ombudsman after completing the complaint procedure with Santander or if you submit a complaint and 8 weeks expire. However, IMHO this would be wasting your and their time.

ETA: learn the lesson and move on. It's not the only and the last switching offer. There are other banks with other offers. And, most likely, there will be another one from the same Santander in the foreseeable future.

singhini

BTB43 said:

I switched from an old Santander current bank account to a Santander Edge account online by following their instructions on 5th November. I also printed out their details entitled "how to get your £150 switch incentive" as I don't trust them.
I was right to be sceptical. I've just called them to ask why they haven't paid me the money, as according to their instructions it was due on 3rd Feb. They say I didn't select some option or other at the time (sorry not clear what they mean here) and as a result I just upgraded my account to an Edge account. I consider their attitude to be dishonest. I remember the process was confusing at the time.
The person I spoke to on the helpline today said you can only switch from another bank's account. I pointed out that the word "switch" was mentioned with regard to moving from another Santander account. He's going to enter a complaint. Then someone will call me within 5 working days (presumably to tell me I've got it wrong.) I probably will miss that call and have to waste yet another half hour calling them back.
What would be the next step after this? Banking Ombudsman?

You remember the process being confusing, seems your not clear what options you should/shouldn't have selected even after they have tried to explain this to you. You are already prejudging that you will probably miss their call and you will waste yet more time dealing with this issue. 

As others have said, lesson learned and move on and switch elsewhere. 

PRAISETHESUN

You printed off the T&C's but did you actually read them? As others have pointed out, you are required to switch from another bank using the Current Account Switch Service. If you didn't do this, regardless if you converted your existing Santander account to an Edge account, then you won't be eligible.

It's a waste of everyone's time to complain, inclusing your own. But if you are so inclined then the process is to formally complain to Santander and then when you don't agree with their outcome, you can go to the Ombudsman after 8 weeks, or sooner if Santander issue you with a deadlock letter.

https://www.santander.co.uk/personal/support/customer-support/how-to-complain