I moved from Santander because of their despicable customer service and went to First Direct who just do everything perfectly. A £100 joining incentive, a great and quick service. No waiting on on-holds as somebody picks up straight away. Their staff are friendly and genuinely want to help and explain everything transparently. This is the only bank I've ever come across that do things properly and make you feel valued.
You'd be mad not to go with them.
And THAT was a long time ago.
Now their stores are really sparsely stocked with expensive glamour products and no actual useful computer things. Trying to find something as simple as a VGA cable was impossible and when we finally found a member of staff who could help (as they were all spending their time having a leisurely chat in a big group) half of them didn't get what we were actually after and told us to try Maplins.
I am amazed they haven't gone under in this climate, they've got really bad. I have fond memories of 10 years ago or so when PC world was like a treasure trove of awesome computer parts, games, cables and software. Now its just a few apple products and some very expensive mouse mats.
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.
Shockingly poor service from the absolute start. I have started and business and required a simple set up of two phone lines and an internet connection to begin trading, which we STILL do not have.
When phoning to arrange a contract I had first look at Trust Pilot's reviews and selected XLN based on its acceptable performance, but I can now say that you'd be bad to place your business with these bumbling morons. It will be the biggest mistake you ever make.
They took less than 10 minutes to arrange my contract and take my money (£115) for installation. One month later I have no written confirmation of any agreements, no contract in place or any terms and have had nothing explained to me. I got told that both phone lines and the broadband service would be installed on the 14th of November.
One day later I got told the sale was rejected and they could only install one phone line on the 14th and the second phone line and internet had to wait until the 26th (Today) which is very annoying as no reason was given, nevertheless we structured around this.
So come the 14th you're expected to set aside a 6 hour window when an engineer will turn up to install the phone line. Bearing in mind I am also balancing a day job until we're ready to trade (impossible without these bleeding phone lines) its quite a task... but we worked around that too.
At 8:15 in the morning I received a text to tell me the work had been done, that was only 15 minutes into the time slot and unsurprisingly the phone was still very much DEAD when I picked it up. I phoned XLN who told me to call back later as they are not open yet, and when I did this nobody could give any answers as to what happened and blamed BT, passing the buck. All they could do was to raise a fault on the line and I explained endlessly that no line existed to raise a fault on, somebody actually had to come and do some PHYSICAL work at the premises as this is an empty office with no phones, not that hard to understand? You'd like to think so...
The idiots who manage their phones don't know anything and always put you on hold for 10 minutes at a time to come back and say they cannot do anything except raise a fault. They blame BT and accept no liability themselves and refused to pay the money back for the missed installation. You are charged £99 per line if you miss the appointment, however they missed it themselves so I think I am very much in the right to charge £99 per line for my wasted time.
It took three hours of phone calls and angry shouting to get a supervisor to deal with the issue beyond the mindless call centre drones XLN has and the best they could do was get another engineer to come out at their own convince. Four days later when I am at work I just get a random call from BT openreach telling me they are on their way to install the service that was due on the 14th- and it took the poor bloke over an hour to actually hook it all up and get it working. None of the meatheads at XLN seemed to understand. I went back to XLN and asked them if they are going to make such a hash up when the next line and internet is done and I was re-assured no.
Towards the 26th I received numerous texts confirming the appointment for works to be carried out for the internet and second line between 12:00 and 6:00 PM. The day before I had to confirm this was okay through an automated phone call.
So come the 26th I get another text in the early morning telling me the engineer work has been completed, but this time i ignored it (once bitten twice shy) and turned up at my office and sat there for SIX HOURS waiting for an engineer to turn up. Nobody... I phone XLN to ask why they have failed a second time to install a service on the given date and they blamed BT and raised a fault, rinse and repeat anyone?
I am approaching 21 days after the original proposed date to have the entire service and I have one lowly and somewhat crackly phone line in my office. We are losing a lot of money and wasting hours and hours of time with this despicable company who can only schedule engineers to turn up whenever they feel like it and care none whatsoever. When phoning back again they asked if I have received my router... take a wild guess, of course I haven't so they said they'd find out what they did with it.
When trying to run a business dealing with scummy little money grubbing XLN who sell the product flawlessly and forget to actually give it to you- its not high on your list of priorities. I am now demanding my £115 installation charge back plus the £396 for missed appointments and further charges for my wasted time.
I wouldn't use this telecoms company if they were the last on earth, I'd rather conduct my business through two tin cans and a length of string. Their superfluous raising of faults on non-existent lines achieve nothing, their customer service advisor only know how to press the hold button and are unable to do anything of use at all except apologise which is meaningless, I want the damn service I am paying for, not empty, scripted apologies. At this rate we are going to go under before we've even started which is why I fully intend to take this to Ofcom and spread the word of how inordinately pathetic and flimsy XLN have been since I got off from the sales call.
They are slow, uninformed and care nothing for your business whatsoever. They are costing my small business a fortune and I now run the risk of having to pack up my business so early on as we cannot market or deal with queries without these basic amenities. I hate XLN with a burning passion and thoroughly hope they are exposed for the crooks that they are. Disgusting, despicable and non-existant service. Avoid, Avoid and then avoid these arrogant clowns like its the last thing you'll ever do.
There is a reason why BT controls most of the market, they are the only ones who are capable of actually doing anything correctly.
Stewart found this review useful
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