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  • FIRST POST
    • MSE Guy
    • By MSE Guy 26th Nov 10, 6:24 PM
    • 1,628Posts
    • 1,255Thanks
    MSE Guy
    MSE News: Santander to refund bogus card fees after latest gaffe
    • #1
    • 26th Nov 10, 6:24 PM
    MSE News: Santander to refund bogus card fees after latest gaffe 26th Nov 10 at 6:24 PM
    This is the discussion thread for the following MSE News Story:

    "The Spanish giant has hit numerous credit card users with £12 late fees despite many victims insisting they'd paid on time ..."


    Last edited by MSE Guy; 26-11-2010 at 6:28 PM.
Page 1
    • Roger1
    • By Roger1 27th Nov 10, 10:33 AM
    • 1,435 Posts
    • 626 Thanks
    Roger1
    • #2
    • 27th Nov 10, 10:33 AM
    • #2
    • 27th Nov 10, 10:33 AM
    My Debenhams card experience - Debenhams cards are now (mis)managed by Santander.

    I saw the fee for alleged late payment and interest on my statement. They had failed to collect my direct debit payment. Trying to avoid Santander's ripoff phone lines, I tried the local Santander branch. They said they weren't able to help as it was not a standard Santander card, but at least a senior branch person called Santander to try to sort it out - and the branch used the same ripoff phone number! (At least it was Santander paying, not me.)

    The person at the other end wanted a payment. I was happy for Santander to take the full amount, but they said they couldn't. They could only take the minimum amount. Given Santander's general incompetence, I assumed that they would stack on interest and additional payments and was preparing myself for a future battle.

    In the end, the minimum amount showed, they cancelled the interest and late charges and the remainder of the balance was collected the following month.

    If I never hear from Santander again, it will be too soon.
    • Senior Paper Monitor
    • By Senior Paper Monitor 27th Nov 10, 11:03 AM
    • 2,875 Posts
    • 1,711 Thanks
    Senior Paper Monitor
    • #3
    • 27th Nov 10, 11:03 AM
    • #3
    • 27th Nov 10, 11:03 AM
    There was a problem with the BACS system on the 15th/16th of this month - certainly screwed up a company direct debit which led to a very heated exchange with a supplier (for £5.87 for christ's sake!) until they backed down and apologised for tone of their email and admitting they had a large number of other clients who had also taken offence - my guess is this may be the root cause.

    Out of fairness to the DD holders of any size it would have looked like a failed payment and automated systems would have taken over at that point.

    I am no fan of Santander but frankly might not be their fault in this case and as long as they do the right thing in putting in right it comes under the heading 'sh* happens' and any ire should fairly be aimed at BACS
    Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam
    • Arthurian
    • By Arthurian 27th Nov 10, 11:50 AM
    • 659 Posts
    • 605 Thanks
    Arthurian
    • #4
    • 27th Nov 10, 11:50 AM
    • #4
    • 27th Nov 10, 11:50 AM
    Check your credit report - a late or missed payment might have been logged automatically, giving your credit history a derogatory status. If not cleared properly, it takes 6 years to 'drop off' your credit report.

    http://www.moneysavingexpert.com/loans/credit-rating-credit-score
  • Heyman
    • #5
    • 27th Nov 10, 1:48 PM
    • #5
    • 27th Nov 10, 1:48 PM
    I always make manual payments on my Santander Zero Card, their track record is abysmal and I don't even trust them to take the Direct Debit automatically - as this story shows, it's not even me being paranoid, they really are that appalling! But the Zero card had no fees and a nice long BT interest free period which is the only reason I got it in the first place.

    Once the 0% period is up I'll be paying it off and closing it, although I'm sure their usual incompetence will somehow manage to screw that up!
    • jen245
    • By jen245 27th Nov 10, 1:56 PM
    • 1,571 Posts
    • 683 Thanks
    jen245
    • #6
    • 27th Nov 10, 1:56 PM
    • #6
    • 27th Nov 10, 1:56 PM
    God, they really can't do anything right! I have the zero card aswell, but only use it abroad, and pay it off in full through my online banking, with all the !!!! ups they are doing with dd's, I wouldn't trust them with taking the money from my bank account. They still can't sort out my online access! I'm hoping to apply for the Halifax clarity card soon, and if I get it, the zero will be going in the bin!
    • Mrs.T20
    • By Mrs.T20 27th Nov 10, 4:41 PM
    • 126 Posts
    • 111 Thanks
    Mrs.T20
    • #7
    • 27th Nov 10, 4:41 PM
    • #7
    • 27th Nov 10, 4:41 PM
    I always make manual payments on my Santander Zero Card, their track record is abysmal and I don't even trust them to take the Direct Debit automatically - as this story shows, it's not even me being paranoid, they really are that appalling! But the Zero card had no fees and a nice long BT interest free period which is the only reason I got it in the first place.

    Once the 0% period is up I'll be paying it off and closing it, although I'm sure their usual incompetence will somehow manage to screw that up!
    Originally posted by Heyman
    Beware of the direct debit you have set up and check your statements.
    I set up mine for a nominated amount and was told that it was all straight forward. I received a statement that said that they would be taking the full outstanding amount by direct debit. After reassuring me several times that they had amended my direct debit amount, they still took the full card amount yesterday On top of this, I have overpaid and cannot have a refund. I have to use the card and spend it that way.
    I only got the card because of the BT interest free and have now paid a hefty price in other ways. I would never recommend Santander. Their incompetence is beyond belief
    I aspire to be mortgage free by July 2014
  • Dr_Cuckoo3
    • #8
    • 28th Nov 10, 8:00 PM
    • #8
    • 28th Nov 10, 8:00 PM
    These clowns failed to collect payment by direct debit this month and charged £2 interest when the statement balance was only £3 - So they have charged interest on new transactions not appearing on the previous statement or are not good at maths

    Today Santander Cards UK Limited are pretending that they are experiencing high call volumes and the self service is not functioning (why would the self service facility be affected by this ?) - shall I wait for an Indian to answer the phone , ask for my card number , not understand english and require everything to be repeated then say their computers are down (which of course they already knew before asking for my card number) as happened last time their computer was playing up

    actually a half asleep Indian chap did answer the call while I was drafting this and self service is down and payment by debit card is down lol

    and to register for online banking they require the CVV number from the back of the card

    https://www.santandercards.co.uk/eservice/authentication/debenhams

    All very well , but the storecard version does not have any numbers on the back

    http://finance.debenhams.com/cards/store-card/benefits/
    Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam
  • sharpy2010
    • #9
    • 29th Nov 10, 4:11 AM
    • #9
    • 29th Nov 10, 4:11 AM
    Today Santander Cards UK Limited are pretending that they are experiencing high call volumes and the self service is not functioning (why would the self service facility be affected by this ?) - shall I wait for an Indian to answer the phone , ask for my card number , not understand english and require everything to be repeated then say their computers are down (which of course they already knew before asking for my card number) as happened last time their computer was playing up

    actually a half asleep Indian chap did answer the call while I was drafting this and self service is down and payment by debit card is down lol
    Originally posted by Dr_Cuckoo3
    And did he also answer by saying "oh dearie me", or are you just exaggerating this entire story somewhat?
  • flexrider
    Worst bank ever santander
    Ive been having problems with that known bank since auguest and i know now alot of you people have,I will be moving to another current account after christmas here is why

    My son got his Student Finance Loan through but was awaiting for his new bank account so he decided to pay it into my account which i let him do so. However for the past 4 months i have been hit with Overdraft cherges and dam right rudeness from the customer services.

    My sons money came into the account last week. And santander took 130 pounds of that money claiming a charge(which when i have looked has been paid last month) from the money giving him a total of 95 pounds aleady for the year in university to buy books and materials.

    on top pf that i have been hit with (unauthorised overdraft fees) of 25 pound a pop for 4 months when i have been in in my overdraft by a little as 30-50 pound

    Not a happy customer.
    "MSE Money saving challenges..8/12/13 3,500 saved so far " p.s if i been helpfully please leave me a thank you but seek official advice at all times from a pro
  • welshpolarbear
    We were charged a late fee too, and certainly weren't written to about it. They have said it has been refunded but I will certainly be checking statements thoroughly. Im seriously considering changing banks too, though Im not sure who to yet, our account moved over to them from Alliance and Leicester recently and it is only by noticing on my internet bank that I know my sort code has changed, we have had no contact from them whatsoever to say that it has been changed. Abysmal customer service. Though looks like we've got off lightly so far considering some of your issues with them
    • Frozenace
    • By Frozenace 29th Nov 10, 9:35 AM
    • 244 Posts
    • 181 Thanks
    Frozenace
    We should boycott this bank.

    I had to pay A+L under Santander 180 quid for a 50p overdraft over 3 months, because they applied dormant account charges.

    They won't even bother to retain you as a customer.

    MSE should stop advertising their deals, as over the life time, it's highly likely that they'll claw any incentives back.
  • gezzs
    What a bunch of morons Santader are!
    • mentat72
    • By mentat72 29th Nov 10, 3:02 PM
    • 297 Posts
    • 1,191 Thanks
    mentat72
    On Friday they blocked my debit card and didn't even tell me, so I had to spend 30 minutes on the phone today until I got someone that wanted to actually fix the problem rather than palm me off.

    Will be switching current account in January.
    Money can't buy friends, but it can get you a better class of enemy - Spike Milligan.

    WINS: 2008: £2,850 | 2010: £324 | 2011: £307 | 2012: £160| 2013: £1304
    • looneylaura
    • By looneylaura 29th Nov 10, 8:11 PM
    • 1 Posts
    • 0 Thanks
    looneylaura
    They did the same with my Evans account Card, did get a letter of apology which arrived after I had switched the debt to another card so now I have a credit on the card which I don't have to use, as I cut the card up, when I write to close the account I will hopefully get a full refund.
  • karen24
    did this to me too on my Evans card. can't wait to clear this card so I can cancel it and cut it up. The customer service is rubbish too.
  • princessbecca
    omg! thought this was just me! had a £12 late payment fee added to my topshop although i pay the amount in full each month. i was very annoyed about this rung up and was told it had been refunded back to my account on the 16th nov. I checked my bank account this morning and the additional 12 pound has been taken and they said they wont be able to refund the 12pound back to my bank account only on to my topshop card!the service is a load of crap, the phone charges are a rip off and each time i have rung iv had to keep pressing loads of buttons to get through to an operator somewhere in japan because their system never works. i will be closing my topshop card as soon as i get my money back.
    • RobertTheBruce
    • By RobertTheBruce 30th Nov 10, 11:19 PM
    • 25 Posts
    • 10 Thanks
    RobertTheBruce
    On Friday they blocked my debit card and didn't even tell me, so I had to spend 30 minutes on the phone today until I got someone that wanted to actually fix the problem rather than palm me off.

    Will be switching current account in January.
    Originally posted by mentat72
    At 10p per minute phone calls to complain become expensive. Does anyone know if Santander get a cut of the phone charges?
    I waited 9 minutes once and didn't speak to anyone.
    • Roger1
    • By Roger1 1st Dec 10, 8:13 AM
    • 1,435 Posts
    • 626 Thanks
    Roger1
    Does anyone know if Santander get a cut of the phone charges?
    Originally posted by RobertTheBruce
    Oh yes!

    You could try these customer services numbers: 0845 765 4321 or 08459 724724. Freefone alternatives for these: 0800 3899905 or 0800 1697903. Thanks www.saynoto0870.com.
  • Carrieking
    Asda Storecard
    I got this late fee on my Asda store card and i was flumoxed too!! . But a cuple of days later i got a letter to confirm it was a mistake and my account and any interest would be refunded Cx
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