Santander Fixed ISA eVoucher offer

Scolty

My £200 ISA transfer voucher was due by 3/6 but nothing received. Called santander on Friday 9/6, support checked and said no reason not to receive and initially told me to email simplythankyou.co.uk but I suggested that was not appropriate. Support then checked further on another system and said voucher was not sent because Santander did not have my email address. I pointed out the email confirmation of transfer received from Santander and support agreed they did in fact have my email address and voucher should have been issued. Support raised a complaint for me and gave me the complaint reference.

Waiting to see how this is resolved.

timmy963

I've recieved mine today too. Went in the junk folder though, but saved me a load of messing about calling up.

Birdie6972

The ability to view these terms does not change the dates or other terms contained in the T&Cs.

There are no dates in the Ts & Cs — I read these very carefully. If the offer is made on the website at the same time as I completed the ISA transfer request then I think it should be honoured.

I think it is immoral for this offer to appear on the screen as you are completing the ISA transfer request, if that offer is no longer available at that point in time.

Scolty

Still waiting for a call back from customer service ref my 'non receipt of voucher' complaint.

I see Santander have now added 'offer closed 5th May' on their site under 'evoucher when you transfer'. Oops can't post link!

And now changed 'until withdrawn' to '4th May' in how to qualify step 3. As I printed off the terms would be very interesting to know when that edit was done.

My transfer completed 5th May and have to question the customer service commitment that does not include an offer closing date at time of setting up ISA transfer, makes no effort to advise those customers whose reward was pending at time of offer closure, and meantime support staff fob off customers with claims of invalid email address while obviously unaware of the closing date themselves.

Not the first company to handle offers poorly. Would be very interesting to know how many rewards were not received, please post if you have been affected.

Scolty

And for info....

Although the 4th and 5th May dates have been added to the Santander website, the ISA transfer e voucher terms and conditions pdf,s have not been changed and are still available to download / print.

refluxer

https://forums.moneysavingexpert.com/discussion/comment/82035894#Comment_82035894

It's the date you requested the transfer that is important - it doesn't matter when the funds were eventually transferred. As long as the transfer request was made before the offer was withdrawn then you will still qualify for the voucher, provided you meet all the other criteria.

From the offer terms :

'If you’ve requested an ISA transfer after the ISA transfer offer starts, and we subsequently withdraw the ISA transfer offer before the ISA transfer completes, you’ll be eligible for the voucher payment if you meet the criteria.'

nomorekids

https://forums.moneysavingexpert.com/discussion/comment/82035894#Comment_82035894

Santander denied my voucher despite me, contacting them to check they had received my paper transfer form within the 14 days, finally once Santander confirmed they had yet to receive the paper form, a santander customer service representative talked me through completing the form online, this was after the 5th May and they are now saying the 18th May deadline for receiving ISA transfer requests is not on the T & C's. Can anyone shed a light on this because I know they are wrong.

Birdie6972

https://forums.moneysavingexpert.com/discussion/comment/82035894#Comment_82035894

My ISA transfer was initiated and completed on 5th May and I expected an eVoucher. I am adamant that the Ts&Cs were at the top of the ISA page when I initiated the transfer. When I complained to Santander's ISA department that I hadn't received my voucher, they said the offer ended 4th May BUT it hadn't been removed from the TOP of the webpage because the 4th was a Bank Holiday. I argued that as the offer was still at the top of the ISA page on the 5th May, then surely it was still valid. He then referred me to Santander's complaints department who requested proof that the Ts&Cs were at the TOP of the page. I sent them my dowloaded copy with date & time stamp (5th May at 11:22 am), but they wouldn't accept it as proof because they said the Ts&Cs were still on their website — albeit moved down to the very bottom of the ISA page, which I definitely hadn't seen. They were now under a heading "Offer ended 5th May". I queried "When on 5th May did the offer end?" and they said "one minute past midnight". This actually conflicts with later text on this page which says "closed 4th May". Santander seems to be confused here — was it the 4th or the 5th? It should have been clear on the website. I am adamant that I had never seen these pages before and that their offer was at the top of the ISA page, leading me to believe it was still open. Santander asked me to "prove it", knowing full well I have no idea how I could do this. I asked for a letter in writing (deadlock) so I can contact the FOS. I shall also ask for a transcript of our phone call (they stressed the call was recorded). If I'm not the only person who fell foul of this, perhaps the FOS will agree with us. Hand on heart, that offer was at the top of the ISA page when I requested the transfer.

friolento

https://forums.moneysavingexpert.com/discussion/comment/82044718#Comment_82044718

I don't want to get embroiled in the 4th/5th May argument as you seem to be on top of this but if you go to the FOS, you need to be sure your statements are true. It would be highly unusual for an ISA transfer [from another provider] to complete on the day it was initiated. Are you sure it was completed on the same day? Which provider?

Birdie6972

https://forums.moneysavingexpert.com/discussion/comment/82044863#Comment_82044863

The Ts&Cs say the ISA transfer must be requested within the timescale of the offer. I completed the request on 5th May. Then I received a letter from the other provider (M&S Bank) which states that they received the request on 5th May. At least this letter is a physical piece of paper on official letterhead which should be proof. As for anything you read on line, or download, sadly it isn't proof, and Santander are asking me for proof. I wonder if Santander can PROVE when they removed the offer from the top of the ISA page….