Santander Fixed ISA eVoucher offer

Scolty

Eventually got call back from Santander complaints department on 23/6. They are insisting that my transfer request was not received until 5th May, that request was passed to Virgin on same day but was therefore too late to receive £200 transfer incentive.

My recollection was that I requested the transfer on 28/4, the same day as I opened the account but cannot prove this. I also would not have requested transfer if it was clear that offer no longer available.

I have letter from Virgin confirming transfer completed and account closed on 5th May and find it hard to believe that all happened on same day that Santander claim to have received, processed and on passed the transfer request. Interesting that 4th May was a bank holiday.

Santander insisted they would not investigate any further, would not provide any proof of date transfer request received and I should raise issue with financial ombudsman. I refused to accept closure of the complaint and await a promised call from complaints manager promised within 3 working days. I will update if/ when that call received.

Strange way to treat customers but when I read about Santander on Trust Pilot seems to be par for the course.

Scolty

Finally received call from person saying they managed the complaints department - (Removed by Forum Team).

He insists that my transfer request not received till 5th May but will not provide proof. Says that offer ended 5th May at 1 minute past midnight and Santander has no obligation to inform customers that offer withdrawn. Says that offer was removed from website at 1 minute past midnight 5th May but will not provide proof. Santander were not required to advise customers of offer end or add the 'ended 5th May' note to the website page until later. Santander will not honour the offer or offer goodwill to complaining customers who feel misled as they would have to pay ALL those affected.

Would love to know how many have been refused the offer.

He accepted that receiving the transfer request on 5th May and it being processed on the same day by both Santander and Virgin was unusual but that's what their records show. He acknowledged that customers were 'hooked' in by an offer that was withdrawn and no effort made to make customers aware and allow deposit to be moved elsewhere.

Next stop for me is letter to office of chief executive, I,ll post again if any progress.