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in thinking that Santander have surpassed even their own standards of incompetence this time?

(27 Posts)
Vallhala Mon 13-Dec-10 15:04:44

My Mum's purse was stolen recently. She informed her bankers, Santander, of the theft of two debit cards - her own and the one with the joint account she shares with my Stepfather. The cards were cancelled and she waited patiently for new ones to drop through the letterbox and for the PINs to both to follow, as she had been told would happen.

After quite a wait, her own card arrived. A few days later not one, but two PINs arrived for that card.

Two different PINs. confused

The next day, another two PINs arrived, both for Mum's own account and both completely different to each other and to the previous two PINs!

So, she wandered into town and into her bank, where she was told by the cashier to put her new card into the hole in the wall machine, using her original PIN and that thus she would be able to change the PIN to a convenient to remember new number. She argued that this wouldn't work as of course her old PIN had been dumped when her stolen card was cancelled. But, no, the cashier insisted, her colleague even came over to help Mum put the card and number in. Three times they tried, but naturally, they had no luck. Mum gave up and went home to write to Santander instead.

Yesterday she tried to make an online order using the card - here of course she didn't need her PIN so she assumed that she could arrange for some groceries to be delivered, no problem.

Her card was declined.

She spent half an hour on the phone to Santander and guess what? Yep, the card had automatically been stopped by the bank a couple of days earlier because some twat in the branch had kept telling her to try using it in a hole in the wall using the wrong, defunct bloody PIN! angry

And, it doesn't stop there. Yesterday she received not one but two cards to her joint account. Both in her name.

You can guess how many my Stepfather got, can't you? Yep, that's right, none. Zilch.

So, this time he gets on the phone to Santander and explains that his wife has 2 cards to the joint account and he has been sent nothing. Santander duly go through security procedure with him. Now, my Stepdad, who had the phone on loudspeaker, can happily quote his security password and date of birth but couldn't recall for the life of him what his last banking transaction on that account had been. He looked quizically at Mum, who reminded him, "You paid the council tax in the High Street".

Suddenly the woman on the other end of the phone spoke out. She was sorry, but she was going to have to terminate the call.

Why? Had Stepdad inadvertantly but understandably called Santander incompetent wankers?

No, nothing of the sort. "It's because you are being prompted by another party."

hmm

"BUT IT'S HER BUSINESS TOO! IT'S A JOINT ACCOUNT! IN THE NAME OF MR AND MRS JOHN AND JANE SMITH, AND SHE IS MRS JANE SMITH!"

"Oh no sir. We can't communicate with you about your account if you are getting information on it from another party."

The moral of this story is simple... for feck's sake, DON'T BANK WITH SANTANDER!

LunaticFringe Mon 13-Dec-10 15:08:45

Message withdrawn at poster's request.

GrimmaTheNome Mon 13-Dec-10 15:11:23

That is incompetent even by the standards of bankers.

Of course its not just Santander who do that ridiculous 'no prompting' thing. My DH keeps track of all our financial stuff, its such fun 'oh, um, let me think about that a mo ...er...' (scribbles note to DH to find data and WRITE IT DOWN silently)

mogwhistle Mon 13-Dec-10 15:11:50

I tried to open an account with them last week. They wouldn't accept my driving licence, council tax bill or bank card as valid id 'cos only a passport would do. I don't own a bloody passport 'cos I don't go abroad. Told them to shove it and went to Halifax.

Vallhala Mon 13-Dec-10 15:20:48

Let's just say that after Christmas my parents will be closing their accounts with Santander and opening new ones with the Coop!

If you didn't laugh, you'd cry... Santander boast that they have employed more staff in response to customer complaints but what they don't tell you is that some of those new staff members have the IQ of a peanut!

frgr Mon 13-Dec-10 15:37:08

i've just been told that natwest have been bought by them

i've banked with natwest for 10 years, no complaints

but judging by a colleage's truly awful time with satander this year i'm moving before the takeover goes into full swing. there's NO WAY i want to be with them. having watched a colleage's entire banking access basically have a meltdown through no fault of her own, and their incomptence stringing it out for months, no thanks!

Pacita Mon 13-Dec-10 15:50:46

I have nothing but good things to say about first direct. I woudl thoroughly recommend them.

taintedsnow Mon 13-Dec-10 16:03:13

Val, that's appauling! Have your parents got it sorted yet? Don't blame them for moving their accounts, but would be nice to have access to their money before then!

Scorpette Mon 13-Dec-10 16:04:23

When they were still Abbey, they were so appalling about my Granddad's death that my whole family has vowed never to deal with them ever again. First, when my Grandma died 7 yrs before him, they put on their records that he had died and even when he went in to tackle them, they asked him to his face if he was sure he wasn't dead (WTF?!) and it took them over a year to alter it (they reckoned their system only allowed for men to die before women!) and when he eventually died, they would not let my Mum and Uncle close his bank account with them and accused them of him being alive and trying to steal his money - this said to their faces by the manager who had a copy of his death certificate in his hands! We got the Dr who certified him dead and the undertaker to write and confirm that he was dead but that wasn't enough proof, either! One bloke they spoke to on the phone laughed and told them they only way they'd accept it was for them to send in a picture of him in his coffin. We've never had an apology for that to this day. Or the rest of the shit they put my family through. How dare they do that to a grieving family?!

It took 2 years to get it sorted and another 3 years after that for them to stop sending new cards to his address - thank God the new owners were honest.

octopusinabox Mon 13-Dec-10 16:18:37

Message withdrawn at poster's request.

MadamDeathstare Mon 13-Dec-10 17:02:48

Message withdrawn at poster's request.

maighdlin Mon 13-Dec-10 17:10:36

death to santader! hate them sooooo much many bad experiences of their customer "service" over charged fees on many occasions, cancelled my card loads of times for no reason and had to wait up to 2 days for it to work again, unhelpful staff that lose everything. nightmare! glad i am no longer their customer.

NetworkGuy Mon 13-Dec-10 17:17:34

Hell! I know I've had some arguments with HSBC, Barclays, and Nationwide over the years (and Halifax lost my Mother's Will, so the house she left me is not going to me, but my eldest sister) but Santander sounds appalling!

Even if I had considered opening an account with them prior to reading this, I would have been stuffed as I have no passport at present...

Dartsonwednesdays Mon 13-Dec-10 17:26:06

Please look at this link

It's only part of RBS that's been bought by Santander (phew!) Nat West branches in England/Wales are unaffected.

ShuffleBallChange Mon 13-Dec-10 17:27:15

Santander are Fuckwits. End of.

theoldtrout01876 Tue 14-Dec-10 01:20:38

I HATE santander with a passion.They charged my 17 year old son over $200 in overdrawn fees on less than $20 overdrawn,complicated, but the way they figured this was not right in my mind.I just wish I had the mental energy to disentangle my account and move on to a friendlier (if there is such a thing) bank

ratspeaker Tue 14-Dec-10 09:17:08

scorpette, that was a horrible way to be dealt with
But I'm not surprised, when my dad died nearly a year ago i had no amount of bother with them.
They were incompetent, rude ( one person yawned down the phone at me ) and contradictory

My FIL had no end of grief trying to withdraw some money for DD2 birthday

Sadly I made the mistake of taking out a paypal card with them and they balls that up so many people couldn't use their paypal account end of Nov to last week.

Magrathea Tue 14-Dec-10 12:10:14

This doesnt surprise me at all, I thought Barclays were a shower of s*** but they are a shining beacon compared to Santander who have seen fit to charge me £35 for no reason - said I had an unauthorised overdraft when I had £150 left in the account. Would agree with other poster that I have never had any problems with First Direct and would recommend them.

healthyElfy Tue 14-Dec-10 16:32:20

noted! ty

It took six months for me to get a cheque book from Barclays once, during the long long process they managed to freeze our account and stop all statements as well.

curlyLJ Tue 14-Dec-10 17:33:15

I agree, they really are the pits. I still get new debit cards sent to me for an account I closed about 2 yrs ago. That's not the worst of it tho, the reason I closed my account was because they made such a hash of everything that I just didn't trust them.

Basically, I had banked with them for years - my mum had opened a savings account for me, with her as the trustee, when I was a kid...my mum also banks with them (still does actually confused) and somehow, when they 'moved over to a new system' apparently, all our accounts got mixed up. They say it was presumably because we both lived at the same address at some point, but it also appeared that somehow my mum was still linked in some way to my savings account, despite transferring it into my name when I turned 18 (some years ago!).

Anyway, all my new cards started to go to my mum's address (in my name, even tho I have never lived at her current address), I started to recieve statements regarding my mum's bonds/ISAs etc and my savings account statement also got sent to my mum.

No amount of phoncalls or going into the branch in person seemed to rectify it. I was told by someone over the phone, when I rang to tell them my card had gone to my mum's address, that I must be mistaken and that it couldn't possibly have hmm even tho I had it in my hand!

After months and months (in fact I think it took a year), various letters of complaint, and me closing the old savings account that I beleived to have caused the problem, we eventually got it sorted out. I then closed my current account and vowed never to have anything to do with them again.

Triggles Tue 14-Dec-10 19:12:37

We have had nothing but problems from Santander. Just finally closed the account and moved to another bank. I just couldn't deal with the mistakes and utter nonsense any longer.

mummychicken Tue 14-Dec-10 20:01:08

My DH pays a lot of cheques into his account and EVERY SINGLE SODDING TIME he has to queue up (the queue is nearly always out of the door as they have 2 staff serving and 4 gossiping).

The reason he has to queue is because they are totally incapable of unlocking the box marked "Paying in Cheques".

I have finally managed to get my mortage away from them and even then they fucked it up. They said I owed £xxx. So I arranged to borrow £xxx. When it came to it First Direct (who I love) said that Santander had got their figure wrong and £xxx wasn't enough as my mortage arrears were £xxx+610!

The worst bank EVER and they don't seem to care!

mummychicken Tue 14-Dec-10 20:03:58

Another one.....

DH lost HIS card to our joint account, so they cancelled both his and my card! They sent him a new one (complete with three new PINs) but not me!

DanceInTheDark Tue 14-Dec-10 20:08:29

i LOATHE Santander and won't even use their cash machines any more.

We had a car loan with them and missed one payment because they canecelled it with no reason or warning. DH noticed and paid the next day - ie 1 day late. Thought he had set up the DD again but a month and 3 days later we had a knock on the door and our car was to be towed angry we tried everything to stop it and the fuckwit twats sold it at auction angry not only that but they claim we still owe them the remainder of the balance angry

DanceInTheDark Tue 14-Dec-10 20:08:58

urgh - ignore typos, i hit send instead of preview

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