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  • FIRST POST
    • Simongw
    • By Simongw 1st Jul 10, 9:58 AM
    • 59Posts
    • 59Thanks
    Simongw
    A & L migration to Santander
    • #1
    • 1st Jul 10, 9:58 AM
    A & L migration to Santander 1st Jul 10 at 9:58 AM
    I moved my bank account from Abbey to Alliance & L'ter a few years ago because of Abbey's dreadful customer service. I now find that with Santander having taken over A & L, their service has also plummeted. The latest is that I have been without internet access to my A & L accounts for 5 days now- because they are having problems "migrating some accounts". I get platitudes and scripted apologies when I telephone- and still no indication of when this will be sorted. I do all my banking on-line...I live in rural Scotland and it's the best way. I shall be moving my account away from Santander as soon as I can. Be warned! All these "come to us goodies" that Santander are offering will seem as nothing if you move to them.

    Simon Wheeler
Page 1
  • turnberry
    • #2
    • 1st Jul 10, 12:06 PM
    • #2
    • 1st Jul 10, 12:06 PM
    I have the same problem, I have been very patient up to now, but after several more phone calls and being passed from pillar to post I too have decided to take my business elsewhere
    • MoneySavingNovice
    • By MoneySavingNovice 1st Jul 10, 12:17 PM
    • 356 Posts
    • 368 Thanks
    MoneySavingNovice
    • #3
    • 1st Jul 10, 12:17 PM
    • #3
    • 1st Jul 10, 12:17 PM
    Hi Simon,

    I think that you should express your displeasure by moving banks!

    Can I suggest two alternative banks you may wish to move to:-

    I had a smile account and found the service to be first class.

    I only recently moved to First Direct to take advantage of the free 100 that they were offering, however I have found First Direct to be equally as good from a customer services point of view.

    Best of luck!
    • Simongw
    • By Simongw 1st Jul 10, 12:25 PM
    • 59 Posts
    • 59 Thanks
    Simongw
    • #4
    • 1st Jul 10, 12:25 PM
    • #4
    • 1st Jul 10, 12:25 PM
    I have the same problem, I have been very patient up to now, but after several more phone calls and being passed from pillar to post I too have decided to take my business elsewhere
    Originally posted by turnberry
    Each time I phone (several a day for 5 consecutive days now) I ask how many others are in the same predicament. Answers range from "Oh, just a few" to "Have no idea" to "I can't say".
    It appears they have set up a special tranche of "customer service agents" to deal with the likes of us, cos as soon as they suss out what I am calling about I am passed on to another dept.
    Not only is the service appalling, they seem to think we're stupid!
  • sunnyday123
    • #5
    • 1st Jul 10, 12:41 PM
    • #5
    • 1st Jul 10, 12:41 PM
    I applied for a Santander account the other day, sucked in by their 100 offer and free overdraft. After reading the posts on this forum about them and their atrocious customer service etc I decided that I wanted to cancel my application (which they havent emailed me yet to advise acceptance/rejectance). After having to redial twice because they passed me round from pillar to post I eventually got through to a charming young man who told me that in order to cancel my application I had to go into a branch. I said that I applied online and he said it didnt matter. I said that I could not believe that I had to go to a branch to do it and I should be able to cancel this over the phone with customer services and he said very aggressively "are you calling me a liar?". I was gob smacked and said "I beg your pardon?" and he repeatedly asked me if I was calling him a liar. Unbelievable! When I worked in customer services there was no way we would ever be allowed to speak to a customer/potential customer like that.

    It looks like I had a lucky escape - good riddance to them! I have now applied with First Direct and they have been extremely polite, helpful and pleasant on the phone.
  • turnberry
    • #6
    • 1st Jul 10, 1:08 PM
    • #6
    • 1st Jul 10, 1:08 PM
    Each time I phone (several a day for 5 consecutive days now) I ask how many others are in the same predicament. Answers range from "Oh, just a few" to "Have no idea" to "I can't say".
    It appears they have set up a special tranche of "customer service agents" to deal with the likes of us, cos as soon as they suss out what I am calling about I am passed on to another dept.
    Not only is the service appalling, they seem to think we're stupid!
    Originally posted by Simongw
    I have now been told that my problem is that I have two customer id numbers! When asked how can that be, he could not give me an answer!
    but he will pass my problem on to the technical dept to sort out, yeah right

    Looks like a massive mess-up migrating accounts from A/L to Santander.

    Mark
    • Simongw
    • By Simongw 1st Jul 10, 8:42 PM
    • 59 Posts
    • 59 Thanks
    Simongw
    • #7
    • 1st Jul 10, 8:42 PM
    • #7
    • 1st Jul 10, 8:42 PM
    ...and I've just snail-mailed a letter to the complaints dept. The words "breath" and "don't hold" spring to mind...but time will tell...
    • chambta
    • By chambta 1st Jul 10, 8:43 PM
    • 2,739 Posts
    • 1,011 Thanks
    chambta
    • #8
    • 1st Jul 10, 8:43 PM
    • #8
    • 1st Jul 10, 8:43 PM
    There are good reasons that Abbey and A&L virtually pay people to open accounts.
  • turnberry
    • #9
    • 1st Jul 10, 8:46 PM
    • #9
    • 1st Jul 10, 8:46 PM
    There are good reasons that Abbey and A&L virtually pay people to open accounts.
    Originally posted by chambta
    I didn't open the account because of incentives, I was originally with the National Girobank, which was taken over by A&L
    • chambta
    • By chambta 1st Jul 10, 8:49 PM
    • 2,739 Posts
    • 1,011 Thanks
    chambta
    I didn't open the account because of incentives, I was originally with the National Girobank, which was taken over by A&L
    Originally posted by turnberry
    I'm talking about now.

    I'm really looking forwarded to the impending Santander takeover of my employment.
    • Simongw
    • By Simongw 1st Jul 10, 9:04 PM
    • 59 Posts
    • 59 Thanks
    Simongw
    Isn't there a saying about something like "beware Greeks bearing gifts"? When I changed from Abbey I chose A & L cos they had a good reputation and were recommended by many such as Which? And things were OK..till Santander came along. At least these days switching is (relatively) straight forward- though maybe too much customer inertia and short-sightedness (apart from those who use this site, of course!) means large institutions such as banks can be complacent: until more of us vote with our feet, so it will remain.
    • Simongw
    • By Simongw 2nd Jul 10, 4:53 PM
    • 59 Posts
    • 59 Thanks
    Simongw
    Mid afternoon I find I can now access my account; 6 days later.
    The "migration" seems to have been completed- although I have had to "tidy up" because some of the transfer process has not left my account as I left it- the lists of regular payees are as they were 3 years ago....
    still, at least that's some progress.
    But I am still moving my account....
  • DizzleUK
    Mid afternoon I find I can now access my account; 6 days later.
    The "migration" seems to have been completed- although I have had to "tidy up" because some of the transfer process has not left my account as I left it- the lists of regular payees are as they were 3 years ago....
    still, at least that's some progress.
    But I am still moving my account....
    Originally posted by Simongw
    Does that mean that you now have to log into santander's website? and have they given you a new sort code and account number?
    Remember this: nothing worth doing is easy.

    • heloid
    • By heloid 2nd Jul 10, 10:42 PM
    • 469 Posts
    • 141 Thanks
    heloid
    Do they give warning before they migrate your account? I might just take all my money until until they get their s&*t together...
    • tanith
    • By tanith 2nd Jul 10, 10:43 PM
    • 7,981 Posts
    • 8,589 Thanks
    tanith
    Does that mean that you now have to log into santander's website? and have they given you a new sort code and account number?
    Originally posted by DizzleUK

    In my letter re the changeover to Santander everything acc wise stays the same .. can't say I have had any problems at all...
    #6 of the SKI-ers Club

    "All that is necessary for evil to triumph is for good men to do nothing" Edmund Burke
    • Simongw
    • By Simongw 3rd Jul 10, 6:37 AM
    • 59 Posts
    • 59 Thanks
    Simongw
    All sort code, log-in etc numbers remain the same. No warnings about any possible problems; no indication that they were migrating my account at that time- basically what sounds typical of them....no real thought about their existing customers and giving reasonable service.
  • Llubrevlis
    I hate the young ones straight out of uni think they know all about money.

    This snooty young guy in an expensive suit was trying to talk me into his investment products.

    At first I politely declined then he was very pushy about how its a good time to get into the stock market while its down.

    I said well all the smart investors are getting out and training people like you to talk others to get in.

    Customer service is going down big time.
    • Simongw
    • By Simongw 3rd Jul 10, 3:20 PM
    • 59 Posts
    • 59 Thanks
    Simongw
    HUH! Have just tried to pay bills from my bank account- it doesn't work. I suppose at least I can now see my statements on-line...but isn't one of the main points of internet banking also to be able to pay your bills on-line? I rang "Customer Service for Internet Banking" who told me he would pass on the details to "Technical Support"; and he had no idea how long this would take to resolve. No doubt "Technical Support" will pass it on to "Migration Problems" who will pass it on to...oh...they've all migrated...
    Frustration, anger, bitterness, helplessness----this is my money that I entrusted to their care. Never again....

    • sscott5581
    • By sscott5581 3rd Jul 10, 4:04 PM
    • 652 Posts
    • 347 Thanks
    sscott5581
    HUH! Have just tried to pay bills from my bank account- it doesn't work. I suppose at least I can now see my statements on-line...but isn't one of the main points of internet banking also to be able to pay your bills on-line? I rang "Customer Service for Internet Banking" who told me he would pass on the details to "Technical Support"; and he had no idea how long this would take to resolve. No doubt "Technical Support" will pass it on to "Migration Problems" who will pass it on to...oh...they've all migrated...
    Frustration, anger, bitterness, helplessness----this is my money that I entrusted to their care. Never again....
    I'm very tempted to go to the nearest A & L branch and withdraw the lot in cash. Maybe I will once I've opened a new account....
    Originally posted by Simongw
    I have tried to transfer money as well and can not either!!
    • sscott5581
    • By sscott5581 3rd Jul 10, 4:06 PM
    • 652 Posts
    • 347 Thanks
    sscott5581
    In my letter re the changeover to Santander everything acc wise stays the same .. can't say I have had any problems at all...
    Originally posted by tanith
    I noticed the sort code as changed but the account number is the same
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