Santander free forever bank account changes

amyfairweather

So, I've had an email from FOS apologising for how long this is taking and stating that they've not even started to investigate my complaint yet.

Anyone expecting news soon is going to have a long wait.

It states: "I’m getting in touch to say that I’m sorry we’ve not started to investigate your complaint yet.  We’re currently very busy, with lots of customers needing our help at the moment. That means it could still be some time before one of our case handlers gets in touch with you. I’m very sorry for this delay, but can assure you your complaint hasn’t been forgotten......"

That just arrived out of the blue, I hadn't contacted them or anything for an update.

Beetle63

amyfairweather said:

So, I've had an email from FOS apologising for how long this is taking and stating that they've not even started to investigate my complaint yet.

Anyone expecting news soon is going to have a long wait.

It states: "I’m getting in touch to say that I’m sorry we’ve not started to investigate your complaint yet.  We’re currently very busy, with lots of customers needing our help at the moment. That means it could still be some time before one of our case handlers gets in touch with you. I’m very sorry for this delay, but can assure you your complaint hasn’t been forgotten......"

That just arrived out of the blue, I hadn't contacted them or anything for an update.

That’s what makes the thread saying a decision has been made all the more suspicious. I still haven’t heard back. I think the suspicions on the Facebook group might be justified 

gt94sss2

amyfairweather said:

So, I've had an email from FOS apologising for how long this is taking and stating that they've not even started to investigate my complaint yet.

Anyone expecting news soon is going to have a long wait.

It states: "I’m getting in touch to say that I’m sorry we’ve not started to investigate your complaint yet.  We’re currently very busy, with lots of customers needing our help at the moment. That means it could still be some time before one of our case handlers gets in touch with you. I’m very sorry for this delay, but can assure you your complaint hasn’t been forgotten......"

That just arrived out of the blue, I hadn't contacted them or anything for an update.

I'm pretty sure the above email is automatically sent if the FOS haven't assigned your complaint to someone within a specified period. 

Probably to be shortly followed by a "How are we doing?" survey..

Carpetbeetle999

Hi everyone, quick update. I've received my final response from the FOS at 9.20 this morning and they are siding with Satander. It's a pretty long winded email which goes into the reasons why and I won't bore you with the details surfice to say it's more or less the same statement as the first person who posted about their final response. As I've said on here, I was always in it for the long run but I had a feeling it wasn't going to go our way so opened a Virgin account last week and will be doing the transfer over at the weekend. As previously mentioned I think I was one of the first to go to the ombudsman in mid July so I'd expect that everyone will be hearing from the FOS immently.
To those taking this further with small claims court etc I wish you good luck but for me it's time to move on. Thanks to you all for the sounding board on here, it's been great for the most part. 

MeteredOut

Carpetbeetle999 said:

Hi everyone, quick update. I've received my final response from the FOS at 9.20 this morning and they are siding with Satander. It's a pretty long winded email which goes into the reasons why and I won't bore you with the details surfice to say it's more or less the same statement as the first person who posted about their final response. As I've said on here, I was always in it for the long run but I had a feeling it wasn't going to go our way so opened a Virgin account last week and will be doing the transfer over at the weekend. As previously mentioned I think I was one of the first to go to the ombudsman in mid July so I'd expect that everyone will be hearing from the FOS immently.
To those taking this further with small claims court etc I wish you good luck but for me it's time to move on. Thanks to you all for the sounding board on here, it's been great for the most part. 

But, but, but, the first statement posted was made up!!!

Smurrfmo

Well I have always said the issue will be settled in court.  I had very little faith in the FOS protecting customers and that has proven to be the case.  I'm ready to litigate as soon as Santander breach the contractual promise by applying a monthly charge.

MeteredOut

Smurrfmo said:

Well I have always said the issue will be settled in court.  I had very little faith in the FOS protecting customers and that has proven to be the case.  I'm ready to litigate as soon as Santander breach the contractual promise by applying a monthly charge.

Have they stated when the first charges would hit accounts?

Smurrfmo

MeteredOut said:

Smurrfmo said:

Well I have always said the issue will be settled in court.  I had very little faith in the FOS protecting customers and that has proven to be the case.  I'm ready to litigate as soon as Santander breach the contractual promise by applying a monthly charge.

Have they stated when the first charges would hit accounts?

The charges were meant to start on 1st October so they're already late.  I expect it will be end of this month, early November, the sooner the better really so we can get this definitively resolved.

Futuristic

MeteredOut said:

Smurrfmo said:

Well I have always said the issue will be settled in court.  I had very little faith in the FOS protecting customers and that has proven to be the case.  I'm ready to litigate as soon as Santander breach the contractual promise by applying a monthly charge.

Have they stated when the first charges would hit accounts?

I assume the way they charge is in the terms of the classic account but basically you will get charged the following month for previous month so expect Octobers charge in November. This is standard on their previous accounts so assume its the same and so its not "late" like above and is to account for the usage outside of free limit etc which they total up and invoice after month ends. 

born_again

Carpetbeetle999 said:

Hi everyone, quick update. I've received my final response from the FOS at 9.20 this morning and they are siding with Satander. It's a pretty long winded email which goes into the reasons why and I won't bore you with the details surfice to say it's more or less the same statement as the first person who posted about their final response. As I've said on here, I was always in it for the long run but I had a feeling it wasn't going to go our way so opened a Virgin account last week and will be doing the transfer over at the weekend. As previously mentioned I think I was one of the first to go to the ombudsman in mid July so I'd expect that everyone will be hearing from the FOS immently.
To those taking this further with small claims court etc I wish you good luck but for me it's time to move on. Thanks to you all for the sounding board on here, it's been great for the most part. 

Perhaps post a pic of letter (personal details redacted) might stop the another not real post 👍