Santander (UK) Customer Service Issues

I called earlier today about my mother's account, X[redacted]1 Savings. She lives in South Africa and is 87 years old. She talked to your agent about security questions, and then I took over and spoke for a while, holding for over 35 minutes. We discovered her account has been blocked due to no ID check. I need confirmation on this and guidance on unblocking it since she can't visit any of your branches in the UK or abroad. I also want my sister, her daughter, to be granted power of attorney over the account, but the agent mentioned they couldn't proceed with the block in place. The agent put me on hold again, and after waiting, I had to disconnect the call. Can you suggest a way forward? In [redacted], my mother sent GBP 18,[redacted] to my sister-in-law's account in Scotland. If she wishes to transfer the remaining balance in her Savings account to her, how should she proceed? Dealing with this is quite overwhelming, so I hope for your assistance.

I reported fraud to Santander with reference [redacted]. I spoke to Holley at the Market Street branch in Derby face-to-face and then discussed the case with the Head Office representative who was supposed to send the information to an investigator. Today, someone called to inform me that the case was indeed a scam and mentioned checking with Bank West East in the USA regarding my funds. I asked for the investigator's name and address as I have printed out numerous emails and text messages related to charges incurred during the scam. However, the person I spoke with refused to provide this information. I am frustrated and angry because without all the evidence, it's impossible to reach a proper decision. Where should I send this evidence? Thank you, John Wardlaw.

Subject: Issues with Cheque No. [redacted] I issued cheque no. [redacted] on 11 October for £[redacted] to a fellow member of Sway Handbell Ringers who banks with Santander. After numerous attempts to clarify why the cheque was not clearing, I was informed by Pam Speed, Director of Santander operations, that the cheque had been stopped based on my instructions, which is not accurate as I never gave such directives. Despite visits to branches and a lengthy phone call, Santander has failed to provide a valid explanation for these actions. This situation has been inconvenient and time-consuming. I will now be issuing a new cheque and anticipate an apology from Santander for their mishandling of this matter.

We do not have an account with Santander Bank, but we believe someone has opened one in our company's name in Spain. A customer mistakenly transferred funds to this account and has reported it to the local police in Korea. We would like to notify Santander Bank in Spain about this fraudulent account. Can you please provide me with the email address for the Security Department at Santander Bank in Spain?

I am currently in the U.S. and would like to request a vacation certificate for Dr. William Walter, who is in Syria. I received information from the UN with details on how to pay for the certificate. However, I am facing challenges making the payment as I am traveling and my bank account is in the U.S. I am looking for a way to transfer 1,[redacted] euros (converted to dollars) to the provided account for my fiance's visit to America. Thank you, Consolacion Hunt

Subject: Urgent Issue Regarding Recent Experience To Whom It May Concern at Santander, I hope this message finds you well. I am reaching out to address a concerning issue I have encountered. Recently, I became a victim of a fraud amounting to £[redacted], which resulted in an unpleasant experience with your services. Subsequently, I transferred my account to TSB. Despite this account switch, my Credit Card account with your institution remained active without my knowledge. Regrettably, this oversight led to an overdraft situation while I was abroad in Germany, causing unexpected complications. Due to the circumstances, I incurred heavy interest charges and faced difficulties in rectifying the situation promptly. Moreover, the adverse impact on my credit card history is distressing. This experience has left me disillusioned with the level of service provided. As a remedy, I intend to redirect my future financial dealings away from Santander. Additionally, I will discourage family and acquaintances from engaging with your institution for their banking needs. Please consider this feedback and the consequence of these events on customer loyalty. Thank you for your attention to this matter. Sincerely, Dr. R.C.

Today, I visited my local branch and deposited £[redacted] to pay my car insurance online using my Santander Visa current account card. However, when I tried to make the payment over the phone, it wouldn't go through despite entering all my card details correctly. Can anyone explain why my card didn't work? I am Emma F. from FLat 2, 29 Millfield, Folkestone, Kent, CT20 1EU.

I am writing to inform you about a fraudulent incident involving an account at your bank. I am owed money from a property sale in Spain. The lawyer handling the matter informed me that I was still due [redacted].9 Euros and requested my bank details to send the funds. Unfortunately, the email containing my details was intercepted by an individual named Steven Peacock, who has an account with Santander UK. The money was mistakenly transferred to his account, and despite requests for its return, Santander claimed the funds were no longer available. I am frustrated with the lack of action taken by your bank in addressing this scam. I believe that since I have the account name and bank details of the recipient, your bank should take responsibility for this issue. I have reported this to Action Fraud as I am determined to pursue this matter. I am prepared to take legal action if necessary and have also informed my own bank about the situation. I eagerly await your prompt response to this serious matter. Thank you, Alan H.

Hello, I'm reaching out on behalf of an individual I support who is a customer at Santander. They are currently not enrolled in online banking and don't have a direct debit arrangement for their bi-weekly rent payment. Given her health condition and increased vulnerability to coronavirus, we are trying to avoid her in-person visits to the bank. We are looking to establish online banking for her account or arrange a direct debit for the rent. Is it possible to handle this process online or through a phone call? Unfortunately, I am unable to provide personal or bank-related details via email due to confidentiality and data protection regulations. Please advise on the next steps we can take. Thank you, Elanor

I need to update my contact information with Santander. Due to current restrictions, I cannot physically visit a branch. I've tried to use the online form, but it requires my old telephone number and previous address. I've lived at multiple addresses over the years. I have a list of some of them. I lack a valid passport or driver's license, making it difficult to update my details. I've made numerous withdrawals over the years using my passbook. I'm willing to answer any questions about my account but cannot visit a branch until June [redacted] due to the pandemic. My account is under my name, David Langford, and the account number is [redacted]14LAN.

Dear Customer Support, I am writing to request assistance with resolving a login issue I have been facing. I was expecting a phone call this morning to address this matter. However, upon reviewing the confirmation email, I see that the scheduled call is actually set for September 1st, [redacted], not today. This oversight is frustrating as I urgently need help with accessing my account to make a transfer. I have been experiencing repeated difficulties with the current system, specifically the requirement for a One-Time Code (OTC) sent to a mobile phone number ending in [redacted]. I have mentioned multiple times that I do not have a mobile phone due to my hearing impairment and lack of need for one. I am unable to complete the login process as a result. I understand the importance of security measures, but I believe there should be alternative ways to verify my identity without relying on a mobile phone. I have successfully used a passcode generator for years and would prefer to continue using it. Please respond promptly as I am eager to resolve this issue and make a necessary payment. I hope this email reaches the correct department and is acted upon accordingly. Thank you for your attention. Sincerely, Michael A. G.

I recently applied for a Santander credit card and received approval. However, the activation process has been quite frustrating. I received my card and PIN number, but upon trying to activate it online, I was instructed to call. After calling, I was asked to visit a branch with my passport and three recent bank statements. Since I no longer receive paper statements, I showed the statements on my phone screen, but was then informed that paper statements were required. Despite having my passport and driver's license, I was asked to provide paper statements that I couldn't print as I don't have a printer. This whole experience has left me feeling like a suspect. I have been a loyal Santander mortgage customer at this address for years but now considering cancelling the credit card application due to the inconvenience.

I recently had an issue with my former car insurance company charging me incorrectly. After filing a claim with Santander, the payment was refunded. However, the insurance company is attempting to take more money from my account without authorization, despite claiming to have refunded me. I contacted Santander, who mentioned that I would need to close my account to prevent further unauthorized payments. I can see a pending payment to the insurance company in my account and I am unable to reach anyone at Santander to stop the payment or initiate another claim. I want to ensure that all future payments to the insurance company are unauthorized and avoid the hassle of continually filing indemnity claims.

I booked a holiday to Spain with Jet2 for September [redacted], but they cancelled it on 7/9/20. It's been nearly 3 months now. Jet2 emailed me saying they tried to call but couldn't reach me. They mentioned they couldn't refund me yet due to processing issues. I find it strange because I have phone records showing missed calls. They also said they can't refund automatically. I've only received one email from them after that. I'm unable to get through to Jet2 customer service as they don't answer calls. They mentioned they are working on refunds. I'm wondering if Santander could assist. Some banks can help with reclaiming refunds.

1 Cocklade Lane Hale Village Liverpool L24 4BD Tel: [redacted]9 Dear Santander Customer Service, I am currently involved in a civil dispute regarding wills and probate. The claimant's solicitor has obtained confidential mortgage account details from Santander and has been using this information falsely to mislead a judge. They have also accessed Land Registry and DWP documents without a court order or my consent. I have raised concerns with your complaint manager about this issue. They mentioned an alleged Court Order from 8/7/20, but no instructions were given to disclose my personal information. I have asked for an investigation into how this information was shared and for all correspondence between the solicitor and Santander to be reviewed. I would appreciate urgent attention and verification if contacted by the solicitor or Liverpool County Court. Thank you for your assistance. Sincerely, Miss Janet L Byrne

Hello, I am concerned about my 17-year-old son's account with your company. He purchased an item on Facebook for nearly £[redacted] from a company that has not shipped it yet, giving excuses. I do not want to worry him, but I wonder if we can get a refund for the purchase. I appreciate your assistance. Thank you.

Dear Sir/Madam, I am writing to address an issue with a recent transaction related to a free trial with Shaw Academy. On October 30th, [redacted], I initiated a free trial that resulted in a charge of £34.99 from Shaw Academy - Sacademyon*shaw acade on my husband's Santander Bank debit card. Despite cancelling the trial the following day due to dissatisfaction with the service, I was unexpectedly moved to a premium membership on November 28th and charged without authorization. Despite numerous email exchanges, Shaw Academy has refused to refund me and has only offered a lifetime membership. I believe that a free trial should indeed be free and that the subsequent charge was made in violation of the agreed terms. I also find it misleading that Shaw Academy assured me my membership was cancelled and that there would be no charge, only to charge me at a later date. We have contacted Shaw Academy by phone regarding this issue, initially seeking clarification about the charge, then later deeming it fraudulent. Following this, my husband’s debit card was cancelled to prevent further unauthorized charges. I believe I am entitled to a refund through the Chargeback Scheme and am requesting your assistance in resolving this matter promptly. I appreciate your attention to this matter and kindly request a response within 14 days. Yours faithfully, Helen Webley (Halstead)

I previously had a mortgage with the Alliance & Leicester Building Society that ended a few years ago. Despite not fully repaying the principal, I have been consistently paying the interest through a Direct Debit. I struggle with administrative tasks due to my anxiety, making it hard to handle correspondence or phone calls. However, I am more comfortable with emails and texts. I am aware of the potential legal action for property repossession but am hopeful to settle the debt in full within two months. I kindly request the Building Society to pause any actions against me to allow time for repayment. I seek clarification on the current status of my account. You can reach me via email at [redacted] or through text at [redacted]0. Thank you, Graham Thomas.

Today, I visited the Santander Grimsby branch to deposit money and was surprised to find it closed due to a staff member testing positive for Covid-19. A notice on the door mentioned it would reopen on March 29th. Despite checking online, the branch seemed operational from 10 AM to 2 PM, so I assumed I could go there. I believe it's vital for the bank to update their website promptly to inform customers of branch closures to avoid unnecessary travel. There was also no guidance on alternative ways to deposit money. I feel they could have rearranged staff from other branches to keep it partially open during this time. This lack of communication and organization has been disappointing. If this issue persists, I might consider switching to another bank. The level of information provided to customers regarding the closure has been inadequate. This incident has left me dissatisfied with the Bank.

Subject: Reporting a Scam Incident to Santander for Investigation Hello, Regarding the recent scam incident involving £[redacted].65 from my account, I provided all details to the Security department. Reflecting on the situation outside of the initial shock and anger, I wanted to document the event to Santander. On Thursday, we received a call from someone claiming to be my daughter in need of urgent payment due to her bank account issue. Despite attempts to transfer funds, Santander reported technical difficulties, prompting me to contact them. It took over an hour for a Security agent to address the issue, with limited feedback. An automated call later confirmed the transaction without further clarification. The prolonged wait time for security assistance and lack of information during the process were concerning. Prompt action in fraud cases is essential, but being left in the dark erodes trust. The failure to communicate issues with the transfer added to the confusion and disappointment in Santander. I trust that my experience will be reviewed thoroughly by Santander, considering the impact it has had on me at 73. I hope this feedback aids in improving customer security and communication at the bank. Best regards, J. Davies