WTF Santander - not picking up phone - now 2 hours 25 mins ringing

[jtaeapa]

Anyone had this? I've tried to call Santander and am still waiting for them to pick up. Actually it's 2 hours 28 mins now showing on my mobile phone display . How are they allowed to get away with this kind of shitty customer service in 2022? They want you to deal with yourself on their website/app - not possible for what I need to do. They hide the phone numbers on the website (I've called the one on the back of my debit card).

My nearest branch was about 8-9 miles away and they've even closed that now.

I wish someone would hold these fuckers to account for their disgraceful "service". They are supposed to be regulated. I have a bloody headache from trying to do some work whilst listening to the incessant ringing of my mobile whilst they don't bother picking up. And it's such a waste of my time.

I would get DH's phone and make a call to a different one of their crappy numbers using that, but they ask you to ring from your recognised mobile.

They clearly have a major lack of call handlers, whilst many are unemployed and desperate for a job. WTF. They should be fined. And that money should have been spent on employing call handlers.

Here here. I closed my account. Useless fucks.

That’s odd. I’ve literally just got off the phone with them. Waited 6 minutes to get through. Just a general query on the general number.

Are you phoning the right number?? I'd message them via twitter and ask them to call you back.

Had the same issues with Plusnet recently. So bad

I've definitely phoned the right number - have just checked my debit card against my phone display. I'm now on 2hrs53mins wait. I've been through the automated security as well.

What number did you call?
I've called 0800 9 123 123

I think they in in process of changing to 0300 numbers, maybe try
03301230209

Or 03309123123

I've hung up after 3 hours something. Bastards.

They are changing numbers, but it said that on the message and so the number I've called is still working.

I've called another number and the message reminds callers to "treat our employees with respect". They must get a lot of abuse from people who wait hours for a call to be answered.

"We know your time is precious" is now playing to me
Yes you do know, but you certainly don't care.

That's going some! My record with them is 58 minutes

They’re all the same! One hour 50 to get through to Virgin fraud department, 4” minutes to get through to Halifax switching department. All rubbish.

I would try a different number - there’s probably a problem with that one.

There’s a recruitment problem in financial services at the moment. Agree it’s not acceptable, but those on the phones are probably doing the best they can.

I'm 15 mins into the call on a different number. Which they are also not picking up.

Send them a message via online banking? What do you need from them?

They're a dreadful bank, my DH just left them.

Finally I have done it. It's eaten up my day, doing a piece of basic admin that should have taken 5 mins.

Lots of banks are doing big switch offers, atm. RBS/Natwest are £175 I think, Nationwide is £200.

What did you need to do that you couldn't do over the app/website?

Friday afternoons are really busy. My boyfriend works for NatWest/RBS and Friday afternoon and Monday mornings are the busiest for him. He hates that job, people are so awful to him, he just works there but the abuse is def worse recently. Not a job I’d like, glad you got through op, frustrating when you just need to get something done

The staff at Santander have always been extremely helpful when you eventually get through. Though no local branch here and nearest city branch has limited opening hours.

If there were people who were paid to answer phones and direct people correctly, there would be little abuse. People understandably get angry when they’ve been on hold for hours, listening to crap music and anodyne messages about how sorry they are to keep you waiting.

If you could fix the query you have online, or by using FAQs, you would. But they don’t newer the question you need to be answered and the chat bots are useless. Plus the facts that ‘ the lines re exceptionally busy’ at any time of day or evening.

Reminds me of a story doing the rounds years ago.

Someone called the number advertised for their very small local branch. When they got through and realised it was a call centre they asked to be out through to their local branch. Person assured them they could help the caller, when the caller assured them they would not be able to. Eventually the person at the call centre persuaded the customer to ask the question. The customer said they wanted to ask Janice who they had their appointment with if they had left their umbrella when they had been in branch earlier.

They got put through to the branch.

The thing is, it was actually Friday morning when I phoned!

The woman I spoke to was helpful (I was not rude and didn't comment on the ridiculous wait as I know it was nothing to do with her). But it seems she is doing 10 people's jobs, which is why phones aren't answered.

I work at a company that gets lots of customer calls. It's so busy the wait time is crazy. We're expected to take calls whilst working. If people complain because we didn't ring when there was really no reason to we get our wages docked