I have been a customer of Santander for years without issue but recently their service has been appalling and I am driven by sheer desperation to write this review. I am simply trying to carry out the wishes of a relative who died. I opened a new executor's account with Santander to deal with the assets of the estate. I need to make numerous payments to beneficiaries. Their 'computer' does not understand this and blocks the payments. This means I have to phone after each transaction and wait for up to 45 minutes each time (never less than 30 minutes is my guess) and see if they will unblock it. Sometimes they do, sometimes they do not, but the last time I was told their 'back office' needs to contact me. 4 days later I am still waiting. The account is still blocked. Yesterday I was promised a call back in 4 hours but no call ensued. I have tried different methods of setting up these payments and eventually resorted to phoning them to ask that they set up the transactions while I was on the phone. (Well over an hour I think) One payment went through but the rest were blocked. Staff were powerless to help; one staff member was rude. It is so stressful, unnecessary and immensely time wasting. There seems to be a complete lack of understanding that customers' time is also important, especially at times of stress.