Santander reviews

Santander reviews

Very low
1.2
from 0 - 10
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Shockingly bad account opening process

After 9 weeks of patiently waiting and sending numerous documents I have snapped. You cannot talk to account opening team - they are "back office" so presumably don't have phones - and customer service team seems to have only a vague idea what the account opening proceduures and requirments are. Constantly been told one thing then receiveing a letter / email 3 weeks later contradicting it. Oh - and it takes at least 2 weeks to get a response from an email to the designated account opening email. All I want is a simple account with no credit facility to pay my invoices into (some of which are now 7 weeks late being issued). And I have now gone overdrawn personally for the first time in 5 years. Thanks Santander.
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My identity stolen!

i applied for a checking account at this bank using their online application and the stupid bank sent an account opening application via USPS (seriously?). This package has all my info including my full SSN,home and work addresses, phone numbers, drivers license number etc and only this particular envelope with all my info was opened in the mail ! I have a secure mailbox with a lock in my apartment and Someone has opened this particular envelope and photocopied all my documents and put it back. Seems like the thief knew exactly which envelope to open since there were 2 other envelopes from the bank and they were not opened. All i wanted was to open a simple checking account and now i got my identity stolen! i cant image how can a bank be so careless about its customers financial information.

Never do any business with this bank guys ...just horrible!!
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Terrible customer service and over the top security

I wish I'd never gone with these. I can't access my money as it keeps locking me out, then they have to reissue a ridiculous 3 part security check of codes too long to remember to get online. Whe we first set our isa's up they made mistakes on both then don't apologise instead tried to suggest it was our fault somehow. They are rude, poor staff knowledge and make the same mistakes over and over. Oh yes and completely inflexible.
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Horrible customer service and bank!

I used to work for this bank and have seen the incompetence of their people and their systems. The way they do business is all about getting your money and after that nobody cares about you. I have banked with other banks, but Santander is one of the worst and their accounts suck too! I have had so much frustration with trying to close my accounts. Went to the branch they took down all the information said would close account later supposedly due to system issues. Got statement next month. Called the online number to close the accounts, my online access was removed so I figured they indeed closed the accounts. A year later, I get a statement about using my accounts since they have been inactive for over a year. No kidding they have been inactive, they were supposedly closed. Called their online number again to close the accounts ... oh wait they can't verify my identity because there are no transactions they can ask me about since the accounts haven't been used. Back to step 1, go to the branch to close the account.
I can't imagine how and why they are still in business with all this red tape and stupid processes! Never, ever banking with them again and nobody I know will be banking with them. I'll make sure of it!
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POOR CUSOMER SERVICE WHERE INEPTITUDE COMES AS STANDARD

I would never recommend ANY banking services...it is hard to get through they keep you waiting the staff don't give a dam and are not very well trained to deal with seeminglt any query....i must add that this is not based on a one off but years of BAD experience...why didn't i change sooner!

I now only bank with first direct who are outstanding....if you are feeling the same i would totally recommend first dierct as they are every thing santander are not.
The only thing i can say in defense of Santander is that they inherited this rubbish from Alliance and Leicester.
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Terrible customer service and impossible to close an account once you've opened it.

They are on the same level as Bank of America. They have horrible customer service over the phone. If you want to speak to a real person, you need to go into a branch and wait an hour or more during banking hours. Who has time for that? I tried to cancel my account and more than a year later I'm still receiving statements in the mail with a zero balance. I've been into a branch twice to try to clear this up and they can't manage to help me. It's such a waste of my time. And paper for that matter. It's like I'm being harassed for the rest of my life for once being a customer. I can't even begin to describe how mad they have made me on so many different occasions. Do yourself a favor and bank someplace smaller.
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Worst bank ever!

Extra 20 Checking is a HOAX -- you will never see them deposit a dime into your account no matter how much you have direct deposited or how many bills you pay with them. Customer service agents will lie to you and tell you that you qualify in order to get you to open an account, and after you open the account they deny what they told you. Then they say they will correct it, but they don't. Called 3 times in three months.

Moving my accounts! NO CUSTOMER SERVICE. Most DISHONEST bank I have ever known.
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Best bank I've ever dealt with!

I love this bank. I hold a business account, personal and ISA, actually I think my mortgage too. I moved to them from Natwest in 2006 and have never had an issue since, the staff are brilliant, they charge very fairly and literally bend over backwards to help if you have a problem. I've never experienced such amazing service from a bank, I can't praise them enough. They are simply the best bank ever and I'll never move. Charmian Beaton, Kent.
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Disgusted

We are in the process of switching to a Santander 123 account but were disappointed to receive a letter stating they are unable to give us an overdraft facility due to Experian Credit Agency. We have checked and the are not listed as doing a search and our credit score is 5 out of 5, which seems to suggest we are a good risk. Santander state in their leaflet that a free overdraft facility is available during the switching process.
The customer care department were totally off hand, nearly to the point of being rude when I said that we may rethink our decision to switch, she couldn't have cared less.
We have £15,000 in our 123 account and 2 ISAs. Hopefully we will not need an overdraft but one never knows.
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Useless Bank and non-existent customer service

I've long since stopped using Santander as my current account provider but have unfortunately kept them on for some of my savings accounts. My experience today in having to transfer funds in branch reminded me just how awful they are and how entirely devoid of common sense their operations are.

STEAR CLEAR. I intend to gradually move my holdings down to £0 with Santander.
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Useless online service and security system!

Simple task of purchasing goods with credit card costed me an hour on the phone and almost a week in delayed delivery. Santander has extremely annoying security system! Waist of time!

What is the point of having an online service if I have to call customer service to set-up Direct Debit...? Further more website does not provide information about amount of Direct debit!
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They don't even know their own rules.

I have a business account and a personal account with Santander. The business account has been running for around 3 years and the personal account for about 15 years. They have always sent my debit card and online login details for my current account to my home address in France. For the business account they sent my online details to my home i9n France but refuse to send me a debit card. No reason why they just don't despite telling me on numerous occasions that they will send my card. What is the difference between sending a card for a business account and one for a current account? They really are the most stupid bank
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Excellent bank.. excellent 123 account, excellent mortgage rate!

Don't know why people are rating an excellent bank so low. I've practically converted everything i have regarding insurance and banking to santander and thy have rewarded me heavily as a result. 30% home insurance (123 customer), car insurance the cheapest, my mortgage is further discounted by 1% every month as i have a 123 current select account. I love this bank and much better than the rubbish service i've had from Barclays (miselling CPP) and HSBC.
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Impossible to open a Business Bank Account

I applied online on 17 Jan, heard nothing for 2 weeks, so called them and was told I needed to send extra documentation. I sent that documentation and heard nothing for another week. I called their helpline to get an update and they said they would contact me the following Monday. They did not contact me so I walked into my local branch and the customer service guy called the biz banking line for me, who said I needed to submit other documents. They said an accountant's letter stating the nature of my business would be sufficient. I emailed them this (even though I had already sent this document before). Then heard nothing for a week. Called the helpline last week and was told by the rep that she "Didn't understand the notes" on my application. She said someone would contact me via email or phone in the next few days. Still heard nothing so today I walked into the local branch again and was told to use the customer phone to call the helpline. I was told that the documents I had submitted were not adequate (accountant's letter to state nature of business). Why hadn't someone contacted me to tell me this before?!!! Why couldn't the rep on the phone understand the notes when this was all it said?!!! I have now sent them a letter from my client stating the services I provide them, but who knows whether this is enough? They probably won't tell me even if it isn't. In the meantime, I have been working without getting paid for 5 weeks now as I have not been able to set up a business bank account to include on my invoices. Last week I applied to Lloyds Business Banking, who said they will contact me in 5 days and then it will take a further 10-15 days to set up. Let's see how they do.....
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Appalling customer service

I paid a large cheque into my santander account on Monday to be told it would clear Friday, it didn't. I called the customer services and after an hour on the phone I was told that the cheque had been put on hold for security checks and if I took proof that the money was indeed mine that they would release the funds. Later that day I travelled to my branch with all necessary documents and sat for over an hour only to be told that even with proof they couldn't or wouldn't release the funds and everything the telephone representative had told me was rubbish however I was promised faithfully that the money would be available on the Monday, guess what? Still no money. I have called again today and have been told it "might be in on Tuesday or Wednesday". I've been with Santander since 2009 and to say I am appalled and disgusted with their treatment of customers is an understatement! As soon as this is dealt with I will be moving my bank elsewhere.
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Santander, the bank who choses to put families out on the street.

I have been a loyal Santander customer for 18 years, I have paid my mortgage every month without fail. Five years ago I found myself a single parent to three young boys but nonetheless I made sure I continued to pay my mortgage. I am a teacher, with a decent wage and have high equity in my house. I applied for the mortgage to be transferred to me and for my husband to be taken off the mortgage. After a lot of hassle they eventually agreed to give me the mortgage, however, my lawyer failed to accept the mortgage offer on time and they withdrew the mortgage. I have now had to reapply and they have knocked me back for having a credit score of 999 out of 1000 which is apparently an excellent score, after appeal they are now saying they are not sure if I can afford to pay the mortgage. I have been made to feel as if I need to beg them to give me a mortgage, so much for loyalty to customers. Without the mortgage, my 3 boys aged 5, 10 and 13 and myself could be forced to sell and be left without a home, despite me never missing a mortgage payment.
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I miss when it was Sovereign bank.

Sovereign use to send me a new debit card once it expired. Santander did not. So I wasn't able to access my money for 2 weeks. Id go to the physical bank to get one but they are only open weekdays for like 6 hours. I finally got a new one and I had to call to activate. I dialed in my card # then expiration date then last ss# digits. Previously that was enough to activate thru the automated system but with santander you need to talk to a live person. So I finally get someone who doesn't identify himself and immediately places me on hold. One Minute later the line goes dead. I called again put my #s in again get someone who gives me a 3 minute sales pitch and finishes with can I sign you up for that? I declined and asked if my debit card was actived now. He replied no. I replied well can we activate it already? He said sure I just need to vertify its you. I'll need you phone # and email. Im like I gave you my ss# you already know its me...plus you just asked me to sign up for something why would you sign someone up if you werent sure its them...you just want my info so you can send me sales crap. Activate my card please! And after all that it was finally good to go. Just saying some other banks all you need to do is use a new card once at a atm to activate. ..no sales pitches.
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Disappointingly incompetent

I look after my mother's affairs under enduring power of attorney. In 2007 we invoked the POA and all correspondence since has come to my address. Her house has since been sold. I received a letter from Santander saying as her savings account had had no activity for about two years it had been made dormant. I contacted them and they agreed to reawaken the account. Asked how much interest it was paying - 0.1%... I asked to transfer the money to another account - they agreed it could be done but then the sting - the paperwork could only be sent to her - now long sold - address. Not to mine. Balmy. I went to Branch in Leamington to close said account. Cheque will be issued from Head Office... Make sure they send it to me in Warwick then please. Showed me the address on screen... I went away, wary of what would happen.. No cheque arrived. I called, was given the brush off by first call-centre agent. Second one was very helpful and said cheque had gone to Shaftesbury... but she couldn't do much to help - I need to ask in the Branch. So I raised a complaint using the form on the website. That got results, lots of apologies, £65 compensation and - eventually - the cheque for the closure balance. Only took a month. And I'll never trust Santander again for insisting on sending a cheque to an obsolete address. I can think of no reason why they would do that - and why make a healthy account dormant - other than to hang on to customers' money. Santander are just far too difficult to deal with.
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Worst bank I've ever been with come back abbey national

Was charged £65 for going overdrawn £18 card should have been declined as there was not enough funds and I would have used other one, £5 a day for being overdrawn , they did not tell me I was. They told me I should be gratefully they let me go overdrawn. Abbey national was great, this lot are common criminals
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Booked appointment but won't see

Santander in Newcastle-under-lyme is a bit away from my place. Booked two weeks back to see a certain ------ at 11:00. Went to Newcastle an hour early with my little kid and was told that they have double booked. We came first but she waited and wanted to see the other one.

Opening a personal account won't take 15 minutes of her time compared to 2 hours lost + petrol and parking for myself.

I was offered another appointment but I think never again will be the answer. If they can't walk an extra mile for customers then there is no point spending time with this people.
I guess I will stay with my current bank.

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Santander Details

About this company

Welcome to Santander. Abbey and the Bradford & Bingley savings business have now changed their name. Banking, Savings, Loans and Mortgages. Find out more.

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Santander is ranked 80 out of 81 in the category

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