Santander (UK) Customer Service Issues

Dear Sir or Madam, I am writing to you in my native language as I do not speak English. My name is Lutz Hofmann, and I am a customer of Postbank in Germany. Following the instructions of my lawyer, Mrs. Hayes, from a law firm in London, I was instructed to transfer a fee of 5,[redacted] euros to the account of Jediael Lubadika Bandwanga with IBAN GB04ABBY[redacted][redacted]. I made the payment on 30.08.[redacted] (please find the deposit receipt attached to my email). A few days after this payment, Mrs. Hayes asked me to request the recall of this deposit from my bank, as the law firm, due to an extended period of illness, cannot access the funds. Fourteen days later, Mrs. Hayes informed me that Jediael Lubadika Bandwanga is back, and to access the funds, I should cancel the recall request with my bank. Unfortunately, I have not received any updates from my bank regarding the progress of this request, only that they will contact the bank to clarify the situation. I kindly request the release of the funds for their intended use. I would appreciate a response. Sincerely, Lutz Hofmann

I would like to cancel a Direct Debit to Saga from my Santander account at Shenley Road in Borehamwood, Hertfordshire. I am Mel Deane, a former pub manager nearby and a customer of your bank for 20 years. Unfortunately, due to health reasons, I had to return to my family home in Ireland. Since registering my car with Irish plates, I have obtained new car insurance with Saga, previously paid monthly from the Borehamwood branch. I request the cancellation of my monthly payments starting immediately. My address in Ireland is Churchlands, Longford Town, Co Longford, Eire, and you can contact me at [redacted]9 or my former landline 0[redacted] for verification. Thank you, Mel Deane.

I've been using the Santander app on my Android phone for several months without any issues. Today, when I attempted to use it, I received a notification that the app requires an update. After uninstalling and trying to reinstall the latest version, I encountered an error stating that my device is not compatible with the Santander app. My phone, a Motorola MOTG2, is running on Android 6. I find the app more convenient than the online banking site and would appreciate any guidance on how to resolve this compatibility issue.

I ordered a PCR test from Expert Doctors on 29/11/21 to arrive by 12/12/21 for my post-holiday test. Despite paying £34.99, I haven't received the kit. NHS directed me to contact Expert Doctors for a refund and advised me to reach out to you as well for further assistance in this matter. Now, I will need to purchase another test to exit isolation. It's disappointing that after 17 days, my PCR day 2 test hasn't arrived. - Colin Dundas

I recently received an email from Santander requesting confirmation of my address due to some returned mail. My husband and I have relocated overseas, and we submitted Change of Details forms to Santander. Unfortunately, we were unable to update our address online to a foreign one, as we are no longer in the UK and cannot visit a branch. We have already mailed copies of our IDs and proofs of address to Santander's Account Changes 1 Team in Bradford. The delay in updating our address is causing us to be unable to receive our new debit cards, making our accounts with Santander inaccessible. We are hopeful that this matter will be resolved promptly. Thank you, T. Chomakova

Regarding Account C D Webster Card ending in [redacted] I attempted to make a payment to my credit card account with you on January 4, [redacted] due to repeated emails notifying me that I had exceeded 90% of my credit limit. However, the payment did not go through. Although the money was deducted from my Co-op account, the payment has not reflected in my Santander account. I have verified that all the account details provided are accurate. Despite my efforts, I was unable to reach you over the phone after waiting for nearly an hour. I am seeking clarification on why the payment was not processed on January 4th and why my attempts to reduce my debt have been unsuccessful even when alerted about nearing my credit limit. Your online chat service also appears to be non-functional. I had encountered a similar issue a month ago, where you absolved yourselves of responsibility. I am confused about who is at fault and feel frustrated with the situation.

On Tuesday at 8:15 am (UK time), I reached out to Santander to report that my Online Banking was locked. Although my ID and security numbers were accepted, I faced issues receiving an OTP after multiple attempts. A representative promised to call back but never did, leaving me struggling to reach them for 5 days due to constant engagement signals and high call costs. Chat support through Mobile Banking has been unsuccessful so far, with agents claiming they tried contacting me but blamed my network. Despite confirming with friends in the UK that they could reach me, the chat team has been unresponsive. As I am currently in lockdown in Thailand, accessing my savings to cover living and visa expenses has become urgent. After nearly 45 years of being a customer with Abbey Nat./Santander, I am disappointed in the lack of assistance during this stressful situation. Thank you.

Since arriving in Ghana earlier this year, I have encountered an issue where my Lycamobile SIM card is not being recognized by the local network provider. This prevents me from receiving important One-Time Passwords (OTPs) needed to access my accounts, especially with Santander. Unfortunately, I now find myself unable to log in to my online banking due to forgetting my password, which I seldom use. The security questions posed, relating to my last mortgage payment, are challenging to answer accurately as I am unable to check my account details online. Furthermore, not being able to update my phone number with Santander to my local Ghanaian number adds to the frustration. This situation is causing me significant worry, especially with regards to monitoring my mortgage payments and account balances. Despite attempts to contact Santander, my online access remains blocked due to security measures.

I've been facing the issue of not receiving my OTP despite multiple attempts. This has been a recurring problem with this bank for many years. Since May [redacted], I have been living in Thailand and my other UK bank and various other services I use, including Gov.UK, don't give me such trouble. Only Santander seems to be a problem. I have tried calling them numerous times, but every time I end up waiting for 15 minutes listening to their automated message before deciding to hang up. I hope they can fix this issue, but I remain skeptical.

I have not received my new chequebook and I am down to my last check. I am unable to visit a branch due to mobility issues as I am listed as "Frail" following a recent tragedy. I request urgent assistance in getting a new chequebook delivered to me as I have essential expenses to cover. Thank you. - Gillian B.

I have some concerns about giving out my current account details (account number and sort code) to Basic Software Solution. I suspect they may be scammers. I made a payment of $[redacted].84 to them through PayPal on 27th April [redacted] for antivirus coverage, which appeared as £[redacted].99 on my statement. After realizing it might be a scam, I filed a refund claim with PayPal on 29th July [redacted]. After contacting Basic Software directly on 3rd August to request a refund, they promised to refund me once I canceled my PayPal claim. Despite confirming that I canceled the claim, I have yet to receive a refund as of my August statement. Following up with them on 6th September, they mentioned looking into it. Even though I'm doubtful about receiving a refund, my worry lies in providing my bank details in my emails to them. I trust Santander to be vigilant against any unusual payment requests, but I hope they will remain cautious if approached by this company.

I am Helen from Reigate and Banstead Citizens Advice. I am assisting David Da Silva to open a bank account at the Redhill branch. We completed an online application, however, we have not received confirmation that it was accepted. Although we uploaded the required documents, it seems that David still does not have an account even though it was indicated that a card would be sent to him today. I am unsure how to proceed to help him. Could you arrange a face-to-face appointment at the Redhill branch for us? I am available for part of Thursday.

I encountered a problem resetting my online account due to an issue with the passcode validation. After receiving two letters with temporary passcodes and a security number, I attempted to set a new passcode. However, the system consistently indicates that the current passcode I am entering is invalid. Despite trying both the temporary passcode and my old personal ID, such as 'javisol46', I am unable to successfully update my password, passcode, or personal ID. As this error persists, preventing me from accessing my accounts, I am seeking assistance to resolve this issue promptly.

I received an email from Santander Bank UK plc at [redacted] The message states that they have processed a payment to my bank account but it is pending due to an error. Due to international banking regulations, they require me to create an ACH payment virtual terminal for a fee of €[redacted].00 GBP to facilitate the transaction. Once the virtual terminal is set up, the payment will arrive within an hour. I am advised to contact my company agent for payment instructions and provide necessary bank details for the process. This measure is put in place to secure the transaction and ensure prompt delivery of funds. Patience and cooperation are requested to resolve this matter efficiently. Sincerely, Tracie Pearce Chief Customer Officer, Santander U.K.

Dear Santander, I am currently on holiday and recently received alerts via SMS about low funds in my account and a refused payment. I am willing to add more money, but I am unable to log in to check the required amount. Can you please advise me on how much I need to add to cover the rejected transaction? My account details are under “Ken Surplice” 09-01-28 [redacted]6. Thank you for your assistance.

I had a savings account with Santander, but I faced challenges with setting up online banking and closing the account due to the lack of a nearby branch. Despite eventually getting telephone access to my account and requesting to close it, the account remained open. Additionally, after moving, Santander contacted me to update my contact details, but I couldn't do this without online banking or visiting a branch since I now live abroad. My main goal is to simply close my Santander account.

I need assistance regarding an email I received from Santander Bank UK plc at the email address [redacted] The email concerns a pending payment into my bank account due to an issue with the transaction processing. The email explains that an ACH payment virtual terminal needs to be set up to resolve the pending payment and speed up the transfer process. This virtual terminal creation incurs a charge of €***.** GBP. I am instructed to contact my company agent for guidance on making the payment and providing the necessary information for the virtual terminal setup. Once the virtual terminal process is complete, the payment should be credited to my bank account within an hour to prevent any further delays. Your cooperation and patience in this matter are greatly appreciated. Thank you.

I received an email from Santander Bank UK plc regarding a payment that is pending in my account. The payment was processed and debited from the bank's corporate account, but it's currently on hold due to an error flagged in the transaction. They mentioned it's an international wire transfer and cannot be reversed without following legal regulations. To resolve this, they advised creating an (ACH) payment virtual terminal through Santander Bank's Automated Clearing House (ACH) Payment System. The process would speed up payment processing and deliver funds within an hour while maintaining transaction control and security. The cost for creating the virtual terminal is €***.** GBP. I need to contact my company agent for guidance on making the payment and provide necessary details for the (ACH) payment virtual terminal set up. Once completed, the payment should be credited within an hour. Your cooperation is essential to resolve this matter promptly. Thank you, Santander Bank U.K. PLC, Tracie Pearce, Chief Customer Officer.

I recently received an email from [redacted] regarding my bank account at Santander. The email mentioned a pending payment transfer that was flagged and not fully processed yet due to security reasons involving international banking regulations. It instructed me to create an ACH payment virtual terminal to speed up payment processing. The email also mentioned a charge of £[redacted].00 GBP for the ACH Virtual Terminal creation. It asked for my bank details and personal information to proceed. The email signed off as Santander Bank, U.K. PLC, with a contact name Tracie Pearce. I'm unsure about the legitimacy of this email and would like to confirm if it's a scam. Your assistance in this matter would be greatly appreciated.