Because as soon as Abbey National turned into Santander, it got worse and worse. Now all these bellends do is try to sell you products at the counter and tout their 1,2,3 credit card.
Hideous bank and the worst customer service of any company I've ever dealt with. Rude, arrogant and poorly educated staff. Avoid this bank at all costs. I used to have my current and savings accounts as well as my credit card with them and I moved it all to First Direct who are brilliant. Santander should be ashamed of themselves.
I will copy my BBB current complaint.
COMPLAINT ACTIVITY REPORT Case BBB Serving Dallas and Northeast Texas
Consumer Info: Tinoco, Allan Business Info: Santander Consumer USA, Inc.
Location Involved: (Same as above)
Consumer's Original Complaint :
Has not provided reason for excess charges on auto loan they purchased from Citifinancial.
I called them because my loan matures in March 2014 and the math on my statement did not match up. When I called I explained to them that my loan matures in March but after March I will still owe 3222.95 left. The lady seemed like she had no clue how to respond. Without listening to my concern, she then decides to just email me my payment history. My loan was originally with Citifinancial and was bought by Santander. As she is speaking to me I was trying to explain to her that I am reviewing the statement she sent but all she kept saying was "review your statement and call us back" I said "Ma'am I AM reviewing my statement and I don't understand it so why am I calling back? She said again, "Review your statement and call us back" I immediately told her I wanted to speak to a manager because I got the impression that she was just trying to get my off the phone. When the manager got on the phone it just got worse. She would not allow me to talk and acted as if was on mute and did not stop talking when I was trying to ask questions. Her conversation was all financial jargon and seemed like a scheme to make me say "UGHHH ok, I understand" She said, "pull your bank statements and if you have information to prove these late payments were not legitimate we will adjust your account." So, I decided to do as she said and unfortunately my bank only goes as far as 36 months and I needed to go back 5 years. I had to pay 30 dollars to get my statements beyond 36 months to 5 years. After reviewing line by line I provided all the proof I had that proves everything they said was false. I provided them a letter, bank statements highlighting all payments and the statement they sent me to a fax number provided by the company during the phone conversation. A over a week went by and not an email or any response confirming they revived my fax or anything. Today I put all my paperwork in an envelope sending it certified mail with signed receipt mailed back to me. I never chose this company this company chose me and they are ripping people off by confusing them. Many complaints have been filed and consumers are not ratted fair and it seems that there is no resolution with this company.
Consumer's Desired Resolution:
They need to adjust my account and provide all and any explanation for the additional $3,222.95 added to my account. That amount left over is around 25% of my total loan and their business practices are cheating hard working people without any explanation why. Many complaints I have reviewed coincide with my complaint and this is NOT an isolated incident.
09/28/2013 web BBB Case Received by BBB
09/30/2013 will BBB Case Reviewed by BBB
09/30/2013 Otto EMAIL Send Acknowledgement to Consumer
09/30/2013 Otto EMAIL Notify Business of Dispute
10/05/2013 BBB MORE INFO RECEIVED FROM THE CONSUMER : All information was provided by Santander Bank Statements:
Payments added up from Santander Statements:
Original loan amount----------------------------------------------------------------------$15,840.21
Total payments based on Santander statements----------------------------------$22,547.02
Payments left based on maturity--------------------------------------------------------$1,401.63
DEC (390.54) +JAN (337.03) +FEB (337.03) +MAR (337.03) = $1,401.63
Interest rate not including unexplained extra amount:
23611.62-15840.21=7771.41.7771.41/15840.21=49 percent interest rate!! (Not including an extra $3,222.95 they are saying I owe)
Interest rate including unexplained amount:
23611.62+3222.95(Unexplained)= $26,834.57-$15,840.21=$10,994.36/15840.21= 70 percent interest rate!
You have got to be kidding me! This is UNSAT and needs to be corrected ASAP. This CANNOT be legal!
10/15/2013 WEB BBB RECEIVE BUSINESS RESPONSE : ***Also sent email to BBB with response and attachments.
October 15, 2013
We have received your complaint filed with the Better Business Bureau regarding the above referenced account number. Thank you for bringing this matter to our attention.
We understand from your correspondence that you are disputing your current account balance with Santander Consumer USA Inc. (SCUSA). Please be advised that we have investigated this matter and offer the following response.
Our records show that you entered into a Retail Installment Contract (Contract) with Duval Ford on March 13, 2008 to purchase a 2004 Ford Explorer financed in the amount of $15,840.21 at an annual percentage rate of 15.00%. The Contract disclosed a term of 72 monthly payments of $337.03, which began on April 27, 2008. The maturity date was originally set for March 27, 2014. By signing the Contract, you agreed to all terms and conditions as set forth by the Contract agreement. CitiFinancial (Citi) was the assignee and lender of the Contract.
On September 6, 2010, SCUSA began servicing the Contract. Please note a letter was sent to you regarding SCUSA becoming a servicer for Citi accounts. The service transfer did not affect the current terms of the Contract.
Please accept the following explanation as it pertains to the remaining balance on your account. As stated in the Contract, your account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes you will make your payments on the scheduled due date. The amount of interest accrued daily can vary based on the amount of the principal balance and the number of days between payments.
If you pay late, are granted an extension/deferment, and/or change the due date, more interest will accrue, resulting in unpaid principal at the end of the loan term. This means the principal balance is reduced slower and more interest is paid over the duration of the account.
Please note payments are due on the due date set forth in the Contract and late fees may be assessed when the account becomes 10 days or more delinquent. Our records indicate you have submitted 61 regular monthly payments to this account, of these, 13 were paid 10 days or more past the scheduled due date. As a result of these late payments, the account has been assessed 13 late charges. You have also submitted two (2) payments which were returned by your banking institution due to non-sufficient funds (NSF). These late payments and NSF payments resulted in additional accrued interest between these payment dates which affected the reduction of the principal balance owed.
Our records further show that the account was granted four (4) payment deferrals. The deferral dates and reasons are specified below:
* September 22, 2008 (2) - Reason - Hurricane Gustave
* June 30, 2009 (2) - Reason- Deployment
These payments were not waived; they were added to the end of the Contract term. Please note interest does not stop accruing when there has been a deferral granted on the account and there is no grace period for accrual of interest.
In addition, on November 19, 2008 a due date change was granted to your account. Payments were changed from being due on the 27th to the 15th of each month. This due date change allowed you to skip the payment due for November 2008. This payment was not waived; it was added to the end of your contract term and became part of the principal balance. Please note, due to the due date change, additional time past between the submission of payments which resulted in the accrual of more interest. Like deferrals/extensions, interest does not stop accruing when there has been a due date change granted on the account, and there is no grace period for accrual of interest.
As stated above, the amount of interest accrued daily can vary based on the amount of the principal balance and the number of days between payments. In addition, interest starts accruing on the date the Contract is signed. The Contract was signed on March 13, 2008, your first payment was due on April 27th 2008; however, Citi received the first payment on May 10, 2008 which was a total of 58 days from the date the Contract was signed. As a result, the first payment was credited towards the interest balance.
Please note that the principal balance reported on your account is the principal balance excluding accrued interest. Further, the balance of $1,401.63 you calculated by taking your payment of $390.54 due for December 2013 and $337.03 times the remaining scheduled 3 payments for January, February and March 2014 does not equal the correct payoff. Missing from your calculated amount were the deferred payments, NSF payments, skipped payment due to due date change and late charges and interest.
SCUSA has verified that the account balance is accurate. As described above there was a remaining balance due to the account being granted 4 deferments, due date change, 2 NSF's, late payments and late charges that were assessed to the account. Please note the payment pattern determines when the account will be paid off; had we received each of the payments by the due date set forth in the Contract, the account would have been on track to be paid in full by the original maturity date as stated in the Contract.
As of the date of this letter, the account balance is $4,624.58 and is current. The last payment posted to the account was a payment on September 13, 2013 in the amount of $400.00 and was credited to the October 2013 payment and partially credited to the November 2013 payment. The remainder of November's payment is due on November 15, 2013 in the amount of $100.61.
We hope that the written explanation we have provided above regarding the account activity is helpful to you in further understanding how simple interest works and how it affects the balance on a daily basis. Please note that SCUSA has no hidden fees that have been assessed on the account. We kindly remind you that SCUSA abides by the Contract terms.
Enclosed you will find a copy of your conversion letter, Contract and payment history, which validates the debt serviced by SCUSA and the amount currently owed.
We make every attempt to work with our customers to achieve the best service possible and their concerns and experiences are of the utmost importance to us. If you have any further questions please contact our Customer Service Department at 1 (888) 222-4227.
SANTANDER CONSUMER USA, INC.
10/15/2013 LAY EMAIL Forward Business response to Consumer
10/16/2013 WEB BBB CUSTOMER DISSAT - MEMBER COMPANY - BBB REVIEW : (The consumer indicated he/she DID NOT accept the response from the business.)
I would like to address the response from Santander Consumer USA Inc. All information herein can be substantiated with documentation. It is correct that I entered into a retail Installment (contract) with Duval Ford on March 13, 2008 in the purchase of a 2004 Ford Explorer Sport Trac. The amount of $15,840.21 is at an annual percentage rate of 15.00% with a term of 72 months of payments in the amount of $337.08. Your records of 61 monthly payments to the account starts this response as inaccurate as the record can show that on your web site 68 payments have been made. This information can be found simply by logging into my account. I would like an explanation to that as well. Here are the facts, I would like to reiterate that all information to verify my rebuttal can be provided and has been provided to your company via certified mail on September 30, 2013.
My contract states that the first payment was April 27, 2008. A payment was made May 13, 2008 (16 days late) $31.80 above the regular payment amount of $337.03. The next payment was due May 27, 2008. A payment was made July 22, 2008 (25days late) $77.92 above the regular payment amount. The next payment was due June 27, 2008. A payment was made July 16, 2008 for the regular amount (19days late). All late payments hereafter were with a due date change from the 27th to the 15th of every month. A payment was made January 27, 2009 (12 days late) $77.92 above the regular payment amount. A payment was made February 18, 2009 (3 days late) -$64.56 below the regular scheduled payment. A payment was made March 18th, 2009 (3 days Late) -$15.62 below the regular scheduled amount. A payment was made April 24, 2009 (9 days late) $7.86 above the regular scheduled amount. A payment was made on July 1, 2009 (16days late) $14.95 above the regular scheduled payment amount. Additional payments on the accounts where payments were over the regular payments total $130.27 including payments that were below the regular scheduled payment bringing the total late payments to eight (8). August and September payments will be defined below under payment deferrals. December payment was waived because of due date changes.
Based on the response from your company I am going to assume that when you stated "granted four (4) payment deferrals" That by only listing two (2) months (September 22,2008(2) and June 30,2009(2)) The two in parenthesis i.e. (2) represents the number of months deferred bringing the total amount of months to four (4). Let's assume this scenario, your definition of payment deferral as provided by your response, "are granted an extension/deferment, and/or change the due date, more interest will accrue, resulting in unpaid principal at the end of the loan term." I will assume again, extensions granted, September 22, 2008 covered August and September 2008. Now, the two payments from the August and September 2008 total $674.06 (August Payment $337.03+ September payment $337.03) was deferred. The $674.06 total does not include any additional charges from which I have yet to receive a break down or an explanation on any interest or charges that were in addition to the $674.03 deferred.
DUE DATE CHANGES
Recap so far, eight (8) late charges and deferment for two (2) months and one (1) month waived. Based on your response "Payments were changed from being due on the 27th to the 15th of each month. This due date change allowed you to skip the payment due for November 2008. This payment was not waived; it was added to the end of your contract term and became part of the principal balance" Fact, a payment in the amount of $368.83 was made on November 10, 2008 $31.80 above the regular payment amount and the month waived was December 2008. Total so far (August 2008 payment $337.03 + September 2008 payment $337.03 deferred) +December payment waived ($337.03) + unknown fees (late charges and interest.i.e.) = $1,011.99 - $130.27 (overpayments in May 13, 2008 $31.80 + July 22, 2008 $77.92 + January 27, 2009 $77.92 - February 18, 2009 -$64.56 - March 18th, 2009 -$15.62 + April 24, 2009 $7.86 + July 1, 2009 $14.95 + November 10, 2008 $31.80= $162.07) = $849.92. This total INCLUDES underpayments for February 18, 2009 and March 18, 2009 but does NOT include hidden fees your company has still failed to provide i.e. late charges and interest rates.
DUE DATE CHANGES CONT'D
1) Eight (8) late charges
2) Two (2) month deferred
3) One (1) month waived because of due date changed from 27th to 15th of every month
"Please note, due to the due date change, additional time past between the submission of payments which resulted in the accrual of more interest"
Please explain the math involved with this using my scenario and plugging in my numbers. Words don't provide me numbers to show reasoning.
"Is the principal balance excluding accrued interest. Further, the balance of $1,401.63 you calculated by taking your payment of $390.54 due for December 2013 and $337.03 times the remaining scheduled 3 payments for January, February and March 2014 does not equal the correct payoff"
Yes, I know this, hence the reason I am requesting a breakdown from your company so you can EXPLAIN where you get this correct payoff balance
"Missing from your calculated amount were the deferred payments, NSF payments, skipped payment due to due date change and late charges and interest."
I have forwarded my bank statements to your company. Please show me where an NSF was incurred.
"Our records further show that the account was granted four (4) payment deferrals. The deferral dates and reasons are specified below"
* June 30, 2009 (2) - Reason- Deployment
This payment was NEVER deferred. I ask your company to review this for accuracy. If you would review your own company's payment statement which can be pulled up from my account it will show that a deferment was NEVER done in June 2009. At this point in time, I had set up an Automatic withdraw from my Navy Federal account and all payments since June 2009 were automatically drafted out of my account in anticipation of deployment and were and STILL being paid on the 15th of every month.
Santander states: Four (4) deferments
Reality: Two (2) months deferred (August 2008 and September 2008)
Santander States: Thirteen (13) late payments
Reality: Eight (8) late payments
May 13, 2008 (16 days late) / June 22, 2008 / July 16, 2008 / January 27, 2009 / February 18, 2009 / March 18th, 2009 / April 24, 2009 / July 1, 2009.
It is imperative that your company provides FACTS on the additional Five (5) late payments. There is no documentation that can substantiate this. I have documentation that discredits your claim and I have and can provide this information.
TOTAL AMOUNTS NOT INCLUDING HIDDEN FEES
-$849.92 (explanation is stated above. No answer on interest rate, late fees, i.e.)
Payments made from July 15th 2009 were all auto drafted from my Navy Federal account and paid on time. Below are ALL overpayments made since this date:
July 13th 2012 paid $400.00--------------- ($62.97 overpayment)
August 15th 2012 paid $400.00-----------($62.97 overpayment)
September 14th 2012 paid $400.00------ ($62.97 overpayment)
October 15th 2012 paid $500.00----------($162.97 overpayment)
December 14th 2012 paid $400.00-------($62.97 overpayment)
February 15th 2013 paid $400.00---------($62.97 overpayment)
April 15th 2013 paid $400.00--------------($62.97 overpayment)
May 15th 2013 paid $400.00---------------($62.97 overpayment)
June 14th 2013 paid $400.00---------------($62.97 overpayment)
July 15th 2013 paid $500.00----------------($162.97 overpayment)
August 15th 2013 paid $400.00------------($62.97 overpayment)
September 13th 2013 paid $400.00-------($62.97 overpayment)
October 15th 2013 paid $500.00-----------($162.97 overpayment)
BREAK DOWN WITHOUT UNKNOWN FEES FROM SANTANDER
Original Loan amount---------------------------$15,840.21
Payments already made to Santander-------$23,047.02 (As of OCT 2013)
Maturity payments left--------------------------$4,185.40 (As per Santander NOT including unknown interest)
Total sales price based on contract---------------------------------------------$24,266.16
Charges left over from deferments and waivers---------------------------- ($849.92)
Amount over original contract excluding addition unknown fees---- $2,111.16 (OVER)
"SCUSA has verified that the account balance is accurate."
This account is NOT accurate and need to be reevaluated.
"We hope that the written explanation we have provided above regarding the account activity is helpful to you in further understanding how simple interest works and how it affects the balance on a daily basis."
10/16/2013 BBB MORE INFO RECEIVED FROM THE CONSUMER : "We hope that the written explanation we have provided above regarding the account activity is helpful to you in further understanding how simple interest works and how it affects the balance on a daily basis."
Please show me where in this explanation you EVEN discuss anything about interest that involves something other than the WORD interest. This response comes nowhere near a breakdown of interest based on MY numbers it only speaks of the word interest and inaccuracies. Please have your company reevaluate this claim and establish a more concrete explanation. I do not accept this response.
10/17/2013 OttO EMAIL Customer Dissat Notice to Company
10/17/2013 OttO BBB BBB Review Consumers Response
10/17/2013 BBB MORE INFO RECEIVED FROM THE CONSUMER : In addition to my complaint, I would like for your company to explain why has my loan with Santander recently been removed from my credit report?
So not only has it taken a week for my cheque to clear but its now Friday and I won't have money till Monday or Tuesday I have rent to pay and a child on the way! not only that you keep taking money out my account and putting charges that you are causing by taking money that I do not have. I am now sick to death of this and I swear if you don't deal with this by today I'm shutting down my account and you can kiss me arse!
Sherry Blackburn found this review useful
Often encouraged when there are queues at the counter at Santander if depositing a cheque, to use their in-branch envelope into box, cheque deposit scheme. I have previously been quite wary of this as no actual receipt is given. But this week I gave in..... the next day the deposit did not appear on my statement, I called Santander they said it would be there by the close of the day. Needless to say it wasn't, so again the next morning I made the same call and was told it takes 5 days to appear! - when you pay in at counter it appears the same day! I complained and was transferred to another member of staff who actually rang the bank while I held on (all my phone calls!). I was transferred again to the Assistant Manager who said he'd look into it and call me back. He did call back 10 minutes later and said it had been a bank "error" and when it had cleared wherever they had put it, it would then appear in my account in about 5 days!!!! Brilliant service. Always pay in at the counter!!!!!!!!
Really surprised at the bad reviews, I have both current account and mortgage with Santander. Their website is really user friendly and online banking with them is a doddle. Their customer services are great too, I am never put endlessly on hold and the staff are friendly, polite and efficient. I have had my mortgage with them for 7 years without a hitch and my bank account for 2 years, once again its been plain sailing all the way and I get great interest on my balance. So well done Santander - at least you have one very happy customer.
on two occasions recently i have tried to transfer funds on line once for a new car and once for some holiday money. Both times the transactions have been blocked by Santander security even though they text me a security code. ok i will ring them and see what the problem is. Not a chance! it seems that as i am an ex Alliance and Leicester customer i am not on their system for telephone inquiries all i get is enter your date of birth on a continues loop. If they are going to block a payment why don't they let me know?
Sherry Blackburn found this review useful
Dislike the functionalities of the website. Looks very outdated, they need a new site. Logging in is hard worth with awful password system!
HAVING HAD MY SANTANDER ACCOUNT LOCKED FOR GOD ONLY KNOWS WHAT REASON THIS TIME I RANG THE SANTANDER INTERNET HELP DESK, ONLY TO BE ASKED AS PART OF THE SECURITY QUESTIONS HOW MUCH A RECENT STANDING ORDER WAS FOR....HAVING TRIED TO EXPLAIN TO THE PERSON ON THE PHONE THAT I COULD NOT POSSIBLY KNOW THIS AS THE ORDER WENT OUT THE PREVIOUS DAY, THE SAME DAY THAT I WAS LOCKED OUT MY ACCOUNT ! I WAS INFORMED THAT I HAD FAILED SECURITY, BUT I COULD RING BACK AND ANSWER DIFFERENT QUESTIONS.
HAVING RANG BACK I ENDED UP TALKING TO THE SAME PERSON ( GRAHAM), WHO OBVIOUSLY LACKING IN ANY INTELLEGENCE ASKED ME THE SAME QUESTION HE HAD ASKED 3 MINUTES EARLIER! .., AND SEEMED TO GET SOME SORT OF CHEAP THRILL FROM TELLING ME I HAD FAILED SECURITY AGAIN...I AM STILL LOCKED OUT OF MY BUSINESS AND I LOOK LIKELY TO REMAIN THAT WAY UNTILL SOMEONE WITH SOME COMMON SENSE RINGS ME.......IS THERE SUCH A PERSON AT SANTANDER?
Sherry Blackburn found this review useful
Last Thursday (5/9/13) I went into my local Santander branch to decide what to do with a bond that had matured. I already knew I wanted it to go into another 2 year fixed rate bond, and this time the interest offered on that was 1.7%, while a 1 year one had 0.5%. The pushy employee started trying to convince me to take out a 123 account, but it has all these catches that would mean I was ineligible and would lose money, not earn any! Today (111/9/13) I came home to find the bond certificate had been delivered in the post. When I opened it I got the shock of my life, as my money had been put into a 1 year bond with only 0.5% interest! If they do not let me put it into a 2 year bond as this was their mistake I will be contacting the FSA and moving my money to another bank. TSB are much more friendly and they don't try to sell students accounts that obviously are no good for them.
Jon found this review useful
I have been banking with these for over 23 years then one day. i had never been overdrawn before. untill one day i went overdrawn by £1 something and since then iv had over 300 pound took a month for being overdrawn. i have phoned them near enough every day for the past year they have told me they would stop the bank charges but a week later they take double. Today i phoned up and asked to pay back the bank charges in installments as i have to take my child to hospital and need money for travel and they refused and hung up leaving me with 30 pound to pay bills and travel where travel its self is at least 40 pound. all i get is lies broken promises. I also tried to cancel my account today and they said what would you like to do with the remaining money in my account i said could i transfer it into another account and they said we need proof of that it is you ( baring in mind i had been on the phone for at least half an hour and answered numerous amount of security questions in the end he hung up. Complete incompetent and to make matter worse they cant even change my address properly iv changed that numerous amount of times and it still says on the systems my old address.
Sherry Blackburn found this review useful
what I bunch of muppets the manged to cancel my card while I was on holiday due to Fraud. I have been a victim of fraud in the past but they never seemed to care then
Will be moving to Metro Bank in the near future
Sherry Blackburn found this review useful
I consider myself a very patient individual. But Santander's customer services is really something that makes you want reach through the phone, grab the necks on the other side and squeeze until you hear nothing of that polite voice endlessly repeating the same stupid scripts not really listening to your problem.
Absolutely, utterly shockingly unhelpful and poor service.
In short, Santander service me for personal and business banking. Whilst they are not malicious their service is pretty damn sloppy a lot of the time especially at lower ranks of staff level. I have experienced issue after issue but nothing improves. The latest issue involved locking me out of internet banking for two weeks due to a week internet signal in Greece and then suggesting I cant remember my login details I've used hundreds of times. Their staff just hang up on people when it gets hot in the kitchen and their head of UK banking said when I challenged their current 1.9 out of 10 customer reviews: 'I am aware of the various polls, surveys and social media references to Santander and many show that we are making significant progress in our customer service'. I'd hate to see when they were making poor progress! Not only dismissing poor service, I was also informed 'if you remain unhappy with our response here, I would suggest that you make alternative banking arrangements for your business.'
Very charming! I would be attempted to avoid.
i use online banking...entered pin incorrectly...got blocked....asked for new pin.....wait...wait....new pin arrives after 7 days....entered it but account still blocked....get told to wait for new ID ...because original dippy woman took it upon herself to block account and issue new pin..AND...new ID....new ID arrives today....but no joy....get told to wait for new pin!!!!!...and destroy old 'new' pin!!!! what is going on????...paranoia at santander it seems to me.....do they have any idea of the chaos and hassle their over complicated and trigger happy system causes their customeers?....do they even care?....after 10 days of no online bank I am at my wits end as I have bills to pay and money to transfer....please for the sake of sanity make it simple and customer friendly.........Update:..day 15 and still no id..I phoned them and they say they will repost one to me....for pity's sake...I only want a new pin..not a new identity, passport,or political asylum!!!!!....why could i not just get one from a santander atm using my still valid bank card and pin????????...or would that be too simple an answer!!!...someone needs to kick ass with santander....before we all go mad at numerical frustrations.....!!!
Had a current account, multiple outgoing large transfers from my account had apparently vanished and only showed up after months (very distressing) which was bad enough but what really took the cake was when they said an "unusual" transfer was made and blocked my account!!!!! I was in disbelief, over many decades of banking with many banks never has a bank said an "unusual" transfer occurred, I phoned them they said I had to come into the branch I said no because there was no problem except their overactive security systems and paranoia, they said they will not unblock my account then so I angrily agreed, they made me wait hours then "UV scanned" my passport and said my passport may be fake! I told them I traveled to multiple countries on the same passport with no problems, she was insulting and arrogant, at one point she actually called me "dumb" for visiting at a busy time!!!!! Their employees seem to live in a James Bond movie I was so angry I told them I wanted to close my account because I have never dealt with such insulting delusional paranoid people and I've dealt with many people, they said NO!!! They wouldn't even allow me to close my account!!! I went home upset and in disbelief then I sent a long letter to their HQ threatening legal action, they replied that they would close my account but refused a penny of compensation. If you want to deal with arrogant people who may force you to go to their branch over a petty normal transfer which they consider "unusual" and wait hours then they may insult you and follow paranoid delusional James Bond company policies then they refuse to even close your account when you get sick and tired of them then bank with these guys AVOID!
If Santander wish to implement new systems throughout, they should ensure employees and management are adequately trained. yeah, the world is going digital,
Santander is going confused.com. I was told to visit my branch,,,,4,,,times, what a palaver!!!!!! then they blocked my onlline account, all because I wanted to change
my mob nos. I feel for all the customers who rely on the online (so called service) who
are unable to get to the nearest branch. I'm out of this. I would advise all customers,
Your money would be safer and more accessable, under your matress.
Jon found this review useful
Unacceptable service. I made an international transfer on the 19th of July and to this date, the money hasn't arrived yet. The money in not on holdings or anywhere else, it just "disappeared".
I'm not the first person that have had this experience. Do not recommend this bank at all.
My husband and I started banking with Girobank in 1987, this became Alliance & Leicester, then Santander. In all that time we have never been overdrawn and have always run our accounts carefully. Following the maturity of an endowment policy we currently have over £100,000 in one of the accounts and wish to use £78000 of it to pay off our mortgage. Basically Santander are refusing to transfer the money! The money is there, it is cleared funds, we have passed all the telephone security questions but they have told us there is simply no way to transfer this money to our mortgage lender. They want us to write a cheque (not even sure we have a chequebook for this account) but our mortgage lender says they don't accept cheques for mortgage closures as redemption figures are only valid for one week and it takes longer than that for the cheque to be processed.
Santander seem to have forgotten just who this money belongs to!
As soon as we have worked out just how to get our money we will be closing all Santander accounts and making alternative arrangements.
Santander is the worst bank out there for customer service. I have had numerous problems over the years and they are absolutely apalling at dealing with any issues or helping to resolve problems. Recently I booked a flight for my daughter and the transaction was cancelled by Santander less than 24 hours before the flight left. My daughter was already at the airport. This transaction was successful when I booked the flight! I have had credit card transactions declined for no reason, especially whilst abroad, even though I've informed them where and when I'm travelling. Incorrect charges, pins not working, even correspondence sent to me with incorrect account details on. Their customer service is terrible. You do not get callbacks when promised and robots on the end of the phone if you can get to speak to someone. Multiple problems with their Internet banking with accounts disappearing for no reason. I have had large amounts deposited to my accounts which don't show up for days. I am absolutely sick of the stress caused by their incompetence and intend to remove all my accounts ASAP. GO TO FIRST DIRECT, THEY ARE EXCELLENT
I wanted to transfer money out of my account. I tried to log is as usual but it wouild not accept my pin number. After three attempts I phoned them. They answered after 10 mins. They said they would send me a new Pin Number which would take 5 to 7 working days, WHY. After seven working days, as I had counted, no new Pin number. Phoned them again, they said it had been sent but you do not count the day on which it was sent. I am still waiting and have not been able to access my account for 12 days. When I complained I spoke to someone who might just as well been a Robot, not interested. I unfortunately inherited Santander when they took over A+L. Shall be moving on as soon as possible. Customer Service terrible, although some people you first speak too seem reasonable, its further down the line who need sacking.
Each time I have contacted Santander's Customer Service Team by email they have not responded to the question asked. It's as though they just can't be bothered to read the email. I am an articulate, intelligent woman who writes clearly and legibly. It's a huge disappoint to me that my bank, in trust of finances, places such little value on their customers. Paying attention to the question asked and answering it directly is not a difficult thing to do. Try harder! Yesterday I asked why one of my direct debits had no history against it despite having been active for 8 months, and could they confirm it is due to pay out again tomorrow as the information has been blanked out and neither I or the provider have cancelled. They responded 'the last payment taken was 1st July. If you want to change it, contact the provider.' NO! YOU answer the question! Terrible service. Now I will need to wait until the day that it is due to come off and see if it has or not. Bearing in mind this is my council tax and I will be defaulting, which is a criminal offence, if its not paid on time, it's a pretty big deal to me! Lazy staff, lazy readers, can't be bothered. Maybe I can't be bothered banking with them anymore. Maybe it's time to change to a bank who actually wants my business.
I used the santander cashpoint in Queens St, Cardiff today. The cash didn't come out, although the machine was processing the payment as I originally requested £50, but there were no £10 notes, so the machine prompted me to withdraw either £60 or £40. I opted for £40 plus receipt.
My daughter went into the bank to ask for assistance, whilst I stayed at the cashpoint in case the cash came out later.
The assistant informed my daughter they can't do anything.
I went into the bank, and asked what the procedure was, i.e. do they look at the machine, or is there a number to contact. The assistant advised me "I can't do anything, it's not my machine; but use another cashpoint if you like"
The manager appeared and advised me that she has trained her staff to answer queries in this way..................please, please, please get these managers and employees trained and upskilled in how to provide customer service.
They may not be in a position to give the customer what they want, but a polite attitude and at least a emphatic smile ...........
I manage people, and consider customer service one of the highest priorities; it''s a real shame Santander don't mirror my process.
Bill Reay found this review useful
I have been with Santander/Abbey National since 1986. My mortgage, savings etc are with them. They have no issues with the way I conduct my accounts. In November last year, they would not let me take out a reduced interest mortgage, despite the fact that such products were available. They would not give me an explanation and were rude, stating that there was nothing they could do. Avoid!!!!
My auto finance paper was sold to Santander. It was for a 72-month period, yet I am making my 74th payment! I had deferred some payments when I was out of work but have now made those. So why am I still paying on this car? Santander's accounting practices are shady and questionable. I believe they are nothing but a bunch of thieves over there. Also, I was given three different amounts I still owe: $1567, $1620, and $1579. It should be 0!!!
Sherry Blackburn found this review useful
this company is so bad it is beyond belief.
they stole money from my dead mothers accounts and accepted pension payments as well knowing she was dead and they have stolen them too, refusing to return the pension payments to the pension provider.
Their customer services are a joke and there staff go way beyond rude and ignorant into a realm of their own. don't bank with them unless you want to ripped off and lied too and when you complain you will get treated even worse.
Santander offer great value for money, most especially with Mortgages. I have been using them for over 6 years, without any problems at all.
The rate was 2% cheaper than RBS and there was no setup fee, which saved me a whopping £900.
No task with Santander is ever simple.
A lot of the reviews on here are about big issues people have had with the bank, like mortgages and loans etc. But even the smallest issues just take excessively long to resolve. It is now the weekend but on Monday I will be going in for the 3 time to change my OTP number, despite having already had it confirmed the last time I went to the branch that this has been changed, it hasn't. In the past they've also blocked me account for no reason, the last time, it again took three visits to the branch to resolve.
I should also add whilst I'm here that their international service is appalling, there is no way of registering that you will be using your card overseas for periods longer than 3 months, nor does online banking allow one to make international transfers, which other banks do.
I only stay because my student loan is set up with them, and changing that has proved to be a nightmare, as soon as that is over however, I will be leaving immediately.
Michelle Garwood Sutton found this review useful
In my time with these people, I have had all my accounts locked for no reason, illegal charges and missing wages. On every occasion I have given up trying to get service and had to use the ombudsman. This bank have no systems at all and should be closed.
Sherry Blackburn found this review useful
I have used Santander (ex Abbey) in the past, and moved to First Direct, because of the errors that were all too common with the management of various accounts (current and business). I would not recommend them at all. When it was Abbey National, they were good.
Santander are a nightmare. I spent 18 months trying to get them to change my address and update my isa account. I made an official complaint and was sent an apology, but it went to my old address! So I decided to switch banks. I told Nationwide all about my problems and they have been amazingly helpful, ringing Santander and supporting me as I try to get the money across. Every time we try Santander come up with another reason why I can't have my money. The latest one is they have made my account dormant because I've not been using it! I rang once and Nationwide rang twice because we could not believe it!
I've given up and I've asked the ombudsmen for help. It's been nearly 2 years of constant phone calls and letters and I'm further away than ever at getting it sorted.
Sherry Blackburn found this review useful
I opened an ISA account two months ago and have had nothing but problems. Several times they have been unable to process transfers to my current account and as a result I've incurred overdraft and interest charges. I now have to waste my time going into a branch to remove the random block they've placed on me accessing my own money (without even having the courtesy to inform me), even though I opened the account over the internet and do not intend to use their branch banking services. Made several complaints and all they do is promise to send me letters which never arrive. I really regret opening this account. Looking to close it asap.
Sherry Blackburn found this review useful
I have an ISA with Santander which I have tried to transfer to another provider, because Santander are paying £3.80 interest per year on £3800. I had lost the online login details and went to a Branch to enquire about the account. The Branch advisor stated that the account was empty and that I must have removed the balance or not put anything in. I then asked for a password reset by telephone, this arrived and after logging in all the money was there in the account. Santander have however rejected the transfer to another ISA provider as they state my address is incorrect on the account. I sent in an address change and they replied that they already had the correct address. There appears to be a deliberate attempt to obstruct the movement of my money to a new ISA paying interest. This is clearly totally inacceptable and I am being denied the opportunity to receive a proper rate of interest. This case is now being referred to the Banking Ombudsman along with all detail being provided to relevant press outlets. This Bank has no credibility and should be avoided like the plague!
I changed to Alliance & Leicester (from the awful NatWest) after the Santander takeover and before the re-brand. i bitterly regretted that decision for years as I had numerous difficulties and issues. Customer services was a misnomer. I can't even count the number of formal complaints I registered ( I got quite a few compensation payments as well).
But over the last year or so, my perception has very significantly changed. I now have the best banking products available. My current account pays me 3% on £20k and up to 3% cashback on most household direct debits (no idea how they do that).. My Santander ISA is the best rate I could find for the terms I want. I have a linked e-saver account, also paying a good rate (and you can start a new one every year) and with instant transfers to and from other accounts. The on-line and mobile banking works brilliantly, no recent problems at all - and I use it a lot.
Customer services is massively improved. EG I sent a secure message about forthcoming trip overseas. prompt reply saying all 3 cards have been flagged so I'll be safe to use overseas, but also including lots of advice about charges for using cards overseas, opting to pay in local currency and so on i.e. exceeding my expectations.
Maybe I'm speaking too soon - and I note others' comments (though if you have to say "WTF" etc in a review, you are probably pretty difficult to deal with in person). But the last year has been pretty good, and I was pondering a 5 star rating, but some small points could be enhanced. I'd be happy recommending Santander banking now.
I had a loan and mortgage with Santander and they have been the best company I have ever had to deal with.
I would recommend Santander to anyone, I have previously used Nat West, Northern Rock, First Direct, Bradford & Bingley and Barclays.
Santanders banking is better than any others I have used, and I'm not getting paid for saying this..!!!
Applied online for a business bank account with these jerks, did not need an overdraft or anything, just a simple account. Had 10k in cash ready to deposit so we could purchase the stock to start up. They state they will get back to you within 5 days with a decision. So after 10 days with no reply I phoned them to see where they were, -"you have to email as it was an online application and they will get back to you", Hmmm... so 2 days later I got the usual automated "thanks for your enquirey, we will get back to you within 48 hours" WTF!
Anyway they never did reply, so after waiting around an hour on the phone, finally spoke to a human who assured me the application was aproved and should be open with a week.
To cut short 3 weeks later and after much chasing them, they declined the application with no reason. Not even an apology. So almost 5 weeks to get to this decision and completley screwed my business before I even started. AVOID!!!!!!!
Santander has recently been on a drive to offer some of the most competitive products on the High Street, so I thought I'd give give them a go, as I'd never been with Santander before (I'm about as loyal to banks as they are to their customers...) I find their customer service very poor, I tried to pay my credit card off via online banking (Santander CAccount to Santander CCard), but when the funds did not appear the next day, I was informed it can take up to 5 working days! They would not accept a BACS over the phone, and said there was nothing they could do. To change the direct debit to the credit card takes up to 8 weeks! I have never had any problems with a bank taking my money until I banked with Santander.
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