“Locked out of account with no warning and told the only way to rectify is to call them. Called them but they wouldn’t talk to me as they told me my date of birth was not the same as that on my account.
Absolutely mystifying considering I supplied a passport etc to open the account and I know the date I was born. This raises major concerns around whether they are complying with their anti money-laundering obligations as if they are not checking the detail of the ID’s provided when opening accounts then how are they verifying and transcribing the personal data contained therein? Where has the incorrect DOB come from? How was this verified by the bank’s internal processes and why has it not been simply checked and rectified against the existing data they already hold? What else have they got wrong and what could be the consequences? If they can’t get a DOB correct from simple documentation provided in support of opening an account, what on Earth are they capable of getting wrong?
And not only this, but their shoddy internal practices do nothing to audit, verify or check they have appropriately complied with their legal obligations in transcribing/verifying the information provided. This is somehow left to the customer to do as a “third party that has failed security” by giving the correct information which they are unwilling to verify against their info.
Had me questioning my sanity then their customer service constantly slopey shouldered me to various other departments (on hold for over an hour). Was told that they would not speak to me about anything (account, SAR, making a complaint, rectifying the issue with appropriate ID (passport I had to hand)) and that I should take time off to go to a branch to try and resolve it there.
I have huge concerns over my personal data and how it is handled at Santander. The accuracy of the data is obviously incorrect and I have contacted the Financial Ombudsman and the ICO about the issue.
Santander said that I was asking questions a fraudster would though I didn’t request absolutely any account information (I provided them all that on the phone (Including personal ID numbers, security numbers, pins) but again to no avail). I queried where I had agreed that a DOB (incorrect or otherwise on their system) was to be used as an access authorization given all of the other information I had to hand. I cannot understand how the DOB can possibly differ from the documentation I originally provided in setting up the account or why that data couldn’t be checked.
They refused to check the account info against the ID used to set up the account for reasons unknown. Also refused to provide names of who I was speaking to or to take what I was saying seriously.
I was only told that if I was locked out of the account (which I have never withdrawn from so it holds a very large sum of money) then I had either:
> Entered the pin / passcode incorrectly three times (I have never used a passcode and only use a fingerprint for the app); or
> A very large sum of money had been withdrawn from the account.
.. I cannot ensure that there has been no fraudulent activity on the account because I have no way of accessing it but they have strongly suggested that my life savings may be gone.
Makes for a fun day off work tomorrow trying to sort out their absolutely abysmal mistakes. They also said that it was unlikely that the branch will be able to resolve this kind of issue tomorrow!
This is in a large ISA and this kind of ineptitude could potentially cost you a house!
Totally dreadful.
I cannot understand how banks can legally lock you out of your account without any form of communication (even a letter to the account holder or an email explaining that a password reset or similar is required). Instead I’m in the situation where I don’t know if I have lost all the money I own and I have had absolutely no help from Santander.
Once resolved I will be closing this account.
BEWARE.”
“Bank Lost correspondence! Santander lost their own important correspondence relating to permission to rent out my home whilst I am sailing around the world. Their FAILURE means i have to pay their additional fee (of course) and make a new 2012 application, yes going back 8 years! You cannot trust any bank santander that loses their own documentation and charges a fee for their failure!”
“AVOID AVOID AVOID
Santander online banking is the worst experience I ever had! Closed my accounts with them ! It was a big mistake. Hassles hassles and more hassles with Santander! Go somewhere else as they make problems with simple transfers or logging in ..”
“AVOID AVOID AVOID
Santander online banking is the worst experience I ever had! Closed my accounts with them ! It was a big mistake. Hassles hassles and more hassles with Santander! Go somewhere else as they make problems with simple transfers or logging in ..”
“I was a victim of fraud on my current account. I spoke to the fraud department as soon as I noticed and they have been of absolutely no help whatsoever. I got told at one point that "we're seeing more and more fraud of this type" by one of the fraud team. Well that's wonderful, why then aren't you doing something to protect my money and close down an obvious flaw in the system.
Absolutely useless and I still haven't got a penny back, 2 months on. I am reporting them to the financial ombudsman and I advise you all to never ever use this bank. I am certainly closing my accounts with them.”
“I was a victim of fraud on my current account. I spoke to the fraud department as soon as I noticed and they have been of absolutely no help whatsoever. I got told at one point that "we're seeing more and more fraud of this type" by one of the fraud team. Well that's wonderful, why then aren't you doing something to protect my money and close down an obvious flaw in the system.
Absolutely useless and I still haven't got a penny back, 2 months on. I am reporting them to the financial ombudsman and I advise you all to never ever use this bank. I am certainly closing my accounts with them.”
“Applied for a personal loan after checking the starting APR 2.9%.
Did not expect that rate but with a good income and little outgoings and a credit rating, a few points off excellent I expected a fair rate. After conducting a search they sent me an offer which I had to sign before knowing the APR, 19.9%. The search has now decreased my credit score and I am reluctant to apply with another lender. This amounts to sharp practice where after jumping though the hoops they bank on customers accepting the higher APR. Why is no onegoing after these corporate criminals”
“There mortgage on interest only…
There mortgage on interest only (beware) they will use every trick to continue to attempt to keep you on these terms. Getting information off them and a breakdown they will avoid.
My interest rate had continued to increase and they have misold and taken advantage of a vulnerable position and not explained the terms of the mortgage.
Having been declined two times to change my mortgage (explaining my position) I have now entered a consent to rent my property this information costs 295 and they have not given me advice I could do this instead they continue to charge me 4.9%interest.
Pursuing a legal challenge and ombunusmen following their lack of ethics and integrity. They also advise your complaint can only be persued Upto 6 months following the response of their complaint which is not true!
Telegraph news has reported extensively about Santander's deliberate attempt forcing borrowers most at risk of falling into arrears the most highest interest rates.
Watchdog tackles 500 complaints from Santander borrowers locked on high rates!! Interesting that they have not learnt from their investigation nor have they acknowledged the ongoing investigation. You now have 501 to investigate further.”
“Buckle your seatbelts motherf*ckers, cause I’ve just about had it with Santandumb. My boyfriend banks with them and tried to set up online banking, no details were sent to him in the post. His account was subjected to fraud so he had to order a new card. He specifically asked for the pin to stay the same and they’ve f*cking changed it. OH and to add, he’s lost cards in the past and ordered new ones from the same bank. Turns out ALL OF THEM were active, none of them were frozen like asked. If I had the authority I’d be screaming at them down the phone to close his account immediately.”
“Same as anonymous below.
Transferred large sum to my wife, Wed last on completion got a 'transaction successful'.
Wife checked account and not in her account. Went onto my account it was 'blocked' I rang and ended up with security saying I needed to go into a branch to lift, after screaming and shouting they lifted the block and told me to send it again. Went on line and did the transaction again and got 'transaction successful' again.
The transfer was funds toward a motorhome that we were travelling 300 miles to view and buy (after months of looking) hotel booked etc.
She checked her account, you've guessed haven't you ? yep no money. Went onto my account on line, guess what yep right again 'blocked' rang up, got security again and spoke with a manager (A Mr Pratt ☺️) He advised
1- Automatic System stopped payment on first occasion.
2- Their System flagged it and not done with any check.
3- No explanation why I was not told the money I thought I had sent was blocked without telling me.
4- He stated on the second occasion the security dept should have done the transaction, with no explanation why they didn't .
5- Given the second transfer failed I asked why, to be told it was done automatically. I asked how the hell do I do a transaction then, no answer, why wasn't I told, no answer. Just I am sorry.
I lodged a complaint two days later acknowledged.
Summary, account still blocked, no transfer, hotel booking lost, motorhome lost, all because of this pond life called santander.
I am issuing proceedings for losses, damages etc.
I am going to a branch on Monday to close the accounts.
My advice stay away from these cretins, they will reek havoc cause mountainous problems and don't give a monkeys”
“Dreadful experience over the years, recently cards blocked as we were trying to pay our builder for services. Intrusive questions asked. They asked me to visit a branch as they refused to identify me over the phone! My husband had similar experience, was trying to access his isa s and later that day his card was blocked and was asked to visit a branch for second time.....! Dreadful and very stressful experience, after over 20 years with them just want to leave as soon as possible. they treat people appallingly and do not communicate... Once card was blocked and could not pay for petrol...they are poor at communicating....yes definitely time to go for all three of us, including my child with his sizable kiddie isa.”
“Santander recently changed the way they are showing the balance on their mobile app. It feels like santander just trying to hide the exact amount what's available on the person's account.
As you can't separate your actual available amount from the "pending" transactions you simply don't know how much money you have! Very disappointed with santander and for this reason I'm willing to close my account with them.”
“Very rude customer services in Tooting…
Very rude customer services in Tooting Branch. I visited with disable old person for help. She got matured bond and will like to know about bond, They were very rude with her and say visit to other branch, Then old disable lady got identity to operate the account and documents, they Don't like if someone like to transfer money to other bank
I did not like they don't have dignity with old disable person.Headquarter, Bank of England and The Treasury must take necessary action”
“Singularly terrible, stuck in the dark ages, driven by irrelevant process and with people simply so stupid that if they threw themselves at the floor, they would miss!
Go anywhere else....anywhere. Quaffandtipple Ltd did with our £100k a year.”
“I’m not normally one to escalate an issue, but it’s got to the point where I’ve been forced to have a good old whinge about this dinosaur of a bank.
I’ve had some dreadful, dreadful customer service with Santander over the last ten years (aside from other gripes, including terrible customer interface, endless wait times and convoluted, pre-digital processes), but the last few weeks have really been appalling.
A fraud attempt was made on my account for £200 three weeks ago. Nothing out of the ordinary - online fraud happens from time to time. Accordingly, my card was blocked and a new card was ordered.
After nine days without the card arriving, I phoned up to see what was going on. After 45 minutes on the phone (including at least three or four “can I put you on hold while I speak to the manager?”), the customer service assistant ascertained that my bank card had been sent to the wrong address. The address was one I’d never heard of somewhere in central London.
Consequently, I was blocked out of my online banking. Going into a branch with ID to withdraw cash was the only way I could access money, so the following day I went into a branch on my lunch break to figure out what the hell was going on and to get some money.
Although the chap who served me was pleasant and patient, I had to wait just over an hour. During this time, I was made to speak to someone on Bradford on three separate occasions (including being put on hold twice), and it became apparent that the investigation into why my address had been changed was clearly ad hoc. First of all, they thought that the cashier who served me in another branch the previous week (when I was inquiring about the initial fraud attempt). When they realised it wasn’t him, they thought it might’ve been the guy I spoke to over the phone. When they realised it wasn’t the other guy, I was told it was probably more fraud, mate. I was finally able to get some cash out but still didn’t have an answer or access to my account.
(Another thing: there’s no transparency at all. Nothing. At least two operators told me they’d “put my notes on file” for other staff to see, but I still had to explain the long, drawn-out situation to each member of staff. Do they even have a CRM system?)
But anyway, I was told that while the investigation into the change of address was ongoing, I’d have to continue going into a branch to make all my transactions. In the meantime, they would send me new login details via post. My online banking was blocked, and I wasn’t even allowed to make transfers over the telephone (oh, I tried).
I naively assumed the issue had been settled, and that my new card and new online banking details would arrive safely in the post, but this is Santander, after all. No online banking details have arrived, meaning it’s been a full week without any access to or visibility of my account. And to rub salt in the wounds further, the bank has sent me TWO NEW CARDS (caps to signify pure rage and that). At this point, I can’t be bothered to figure out which one has been activated. Knowing Santander, they’ll probably cancel each other out and neither will work.
Throughout this process, I’ve had no official apology. The whole thing took around 5 hours when it literally could’ve taken 20 minutes. I’ve had better customer service from
Avoid this bank at all costs. They’ve spunked millions on a terrible Ant and Dec advert while maintaining Stone-Age people processes that clearly frustrate staff and anger customers.
I would demand an apology and some sort of explanation, but instead, I shall be switching to another bank at the earliest opportunity.”
“Today I went into branch to report 2 payments had been taken from account to pay my credit card. Given a cubicle to do my own calling . One hour later told I may not get double payment returned and will have to wait 20 days. This is hundreds of pounds!!!! Given no explanation as to why it happened. I have only been with them 6 months. This is bad. I will be moving back to my old bank”
“I changed to Santander many years ago when the branch staff were experienced regular advisors. All has changed - I have watched as older customers were " bullied" into using the automated machines instead of receiving help from counter staff. All customers are assumed to depend on the use of mobile phones . Please note that some of us do not walk around constantly looking at these devices. When some of us "seniors" meet difficulties with online banking instead of receiving help our accounts are frozen and it takes more than a week to rectify as Santander rely of the old fashioned method of sending re-set details by post! When I was contacted by customer services as I had been deprived of MY money for over a week ,I was offered a derisory sum of £30-00 . This was raised to £50-00 on my objection. As I had a very large sum deposited in their bank I considered this an insult . I was told it didn't matter about how much money they had of mine. Well thanks Jo- I took this on board and found that other banks would reward me for switching to them for more than £100-00! Obviously they were interested . Guess what I will be doing.”
