Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • blued
    • By blued 19th Nov 10, 9:16 AM
    • 679Posts
    • 255Thanks
    blued
    Santander Hard Selling Identity Protection
    • #1
    • 19th Nov 10, 9:16 AM
    Santander Hard Selling Identity Protection 19th Nov 10 at 9:16 AM
    I received my new Santander Credit Card this week to replace one expiring at the end of the month and just called to activate it. After the card was activated the conversation went like this...

    CS: Santander have asked me to tell you about their identity fraud protection...
    Me: It's ok I'm not interested in taking out insurance
    CS: Why not?
    Me: I'm very careful with personal documents and I know it will cost me a monthly fee
    CS: It'll cost you far more if your card is stolen
    Me: Why would it cost me if my card was stolen?
    CS: Identity theft is separate to your card it would cost you money
    Me: I'm really not interested thanks
    CS: Why not, you could have your identity stolen
    Me: No thanks - hang up

    The condescending tone he used was shocking. I can now see exactly why Santander score so low in the customer service department. Has anyone else come across this?

    I also had to speak to them earlier in the week because a transaction of < 100 was declined for no reason. I was trying to make a purchase from Orange and he guessed it was a Santander card and said it happens all the time. Customer services could offer me no explanation.
    Last edited by blued; 19-11-2010 at 9:18 AM.
Page 1
  • Hax
    • #2
    • 19th Nov 10, 9:21 AM
    • #2
    • 19th Nov 10, 9:21 AM
    That was probably CPP that you spoke to and not Santander.
    • blued
    • By blued 19th Nov 10, 9:31 AM
    • 679 Posts
    • 255 Thanks
    blued
    • #3
    • 19th Nov 10, 9:31 AM
    • #3
    • 19th Nov 10, 9:31 AM
    Well whoever it was started by saying "Santander have asked me to..." so they're doing it on behalf of Santander. Customers shouldn't have to put up with that when activating a card especially when they've already said no thanks.
  • Hax
    • #4
    • 19th Nov 10, 9:44 AM
    • #4
    • 19th Nov 10, 9:44 AM
    I was only saying that it was probably CPP that you spoke to. I'd suggest you complain to Santander - they may do something about it - stop using that company or whatever.

    Ultimately, if you don't want to "put up with that" - then vote with your feet
    • blued
    • By blued 19th Nov 10, 10:35 AM
    • 679 Posts
    • 255 Thanks
    blued
    • #5
    • 19th Nov 10, 10:35 AM
    • #5
    • 19th Nov 10, 10:35 AM
    Sorry didnt mean to sound like I was having a go at you!

    I will be getting rid of the card. I'd been thinking about binning the card in favour of a Halifax Clarity because I need something for overseas spending and it has lower interest on cash withdrawals. The attitude I just got on the phone was the nail in the coffin.
  • Hax
    • #6
    • 19th Nov 10, 11:13 AM
    • #6
    • 19th Nov 10, 11:13 AM
    Sorry didnt mean to sound like I was having a go at you!
    Originally posted by blued
    No problems - it's a forum - emotions are hard to convey via text
    • p00hsticks
    • By p00hsticks 19th Nov 10, 11:19 AM
    • 6,082 Posts
    • 6,340 Thanks
    p00hsticks
    • #7
    • 19th Nov 10, 11:19 AM
    • #7
    • 19th Nov 10, 11:19 AM
    Even though you said no, it's worth keeping you eye on your statements just in case - check the programme transcript linked to here for a discussion on the practice from last weeks 'Moneybox' programme on Radio 4

    http://news.bbc.co.uk/2/hi/programmes/moneybox/9184363.stm
    Last edited by p00hsticks; 19-11-2010 at 11:23 AM.
    • blued
    • By blued 19th Nov 10, 11:24 AM
    • 679 Posts
    • 255 Thanks
    blued
    • #8
    • 19th Nov 10, 11:24 AM
    • #8
    • 19th Nov 10, 11:24 AM
    Thanks for the heads up, I will keep an eye on my statements.
  • firstinhighroad
    • #9
    • 31st Mar 11, 12:13 PM
    firstinhighroad
    • #9
    • 31st Mar 11, 12:13 PM
    I received my new Santander Credit Card this week to replace one expiring at the end of the month and just called to activate it. After the card was activated the conversation went like this...

    CS: Santander have asked me to tell you about their identity fraud protection...
    Me: It's ok I'm not interested in taking out insurance
    CS: Why not?
    Me: I'm very careful with personal documents and I know it will cost me a monthly fee
    CS: It'll cost you far more if your card is stolen
    Me: Why would it cost me if my card was stolen?
    CS: Identity theft is separate to your card it would cost you money
    Me: I'm really not interested thanks
    CS: Why not, you could have your identity stolen
    Me: No thanks - hang up

    The condescending tone he used was shocking. I can now see exactly why Santander score so low in the customer service department. Has anyone else come across this?

    I also had to speak to them earlier in the week because a transaction of < 100 was declined for no reason. I was trying to make a purchase from Orange and he guessed it was a Santander card and said it happens all the time. Customer services could offer me no explanation.
    Originally posted by blued
    I too had a very annoying chat with CCP over identity protection and am still having on-going row over documentation which never arrived, even after reminding them about it. Unless they have a change of mind about cancellation of the policy which I stupidly agreed to initially I will be in touch with Office of Fair Trading as their operation falls far short of being either efficient or courteous.
  • BenL
    CPP are being probed by the FSA for this at the moment.

    http://www.moneysavingexpert.com/news/cards/2011/03/identity-theft-insurance-firm-product-ceases-during-FSA-probe
    I beep for Robins - Beep Beep
    & Choo Choo for trains!!
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,433Posts Today

6,808Users online

Martin's Twitter