“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.”
“Terrable waiting time for customer support never has it ever been less than 15 mins wait without apologies. I mentioned this to the advisor and they said they don't know how long a customer has been waiting.”
“Absolutely terrible banking experience. I decided to move to Santander as I had my credit card with them. I moved over opened a current account and then a few days later had a sum of money added to my account which I was planning to use while going on holiday. When the funds went in I was advised they were on hold for further checks which would be completed by midnight that night. When I went in to look I was blocked from entering my internet banking which had just been set up. I called at 8am when they opened and was advised that the account had been referred to branch. I was enroute to the airport when advised this and would not have time to go to branch before going on my flight. I have been left with no money on my holiday and won’t be able to go to branch until I return home. I’m absolutely disgusted with the attitude and how I have been treated. Horrendous company”
“Poor handling of complaints, lack of communication and a complete inability to do the right thing. If you have an issue with Santander, ring the executive office and insist they don't transfer the call to a department who cannot resolve anything. Insist they deal with the matter themselves. I found J*** on 01908 718 195 very understanding.
Accept nothing less, and keep ringing until it is full resolved”
“Do not open a business bank account with Santander! They used to be good, but they have gone unbelievably bad. So I already have 1 business current account, 1 business savings account, 1 personal current account, 1 mortgage and 1 credit card with Santander. Never defaulted on anything. I have started another business, so naturally applied for a Santander business current account online. I expected result straightaway. But NO. I was emailed for more information. They wanted business plan (I had to create one just for them), all my receipts, my suppliers contact information, my shipping company contact information, my website (they wanted it to be up and running, so I had to create a website). There were 22 email exchanges back and forth which I patiently replied and supplied all the information they asked. Finally after 38 days later......they rejected my application for bank account! It wasn't even a business loan, it was a bank account! I still cannot believe this happened.
I'd give negative 5 stars if there was an option.
My advice is DO NOT apply for business current account here.”
“I had been overcharged on my credit card ever since I opened the account ,the bank thought I don't know but I did know alright. When I called to let them know what was going on, I was told a lot of stupid and crapy story.”
“I called Santander USA customer service, to ask if I could withdraw money from my Santander Bank account that I had in Germany. They said sure, no problem, but that I would have to travel to a branch in the US to do it. So I flew from my home in Minnesota to Philadelphia, the nearest branch. I had to stay overnight, and missed two days of work to make this trip. When I arrived at the branch In Philadelphia, they said I couldn't do it. I was told by the branch manager that I could be reimbursed for my expenses if Santander found my recorded call to customer service.
I just got a call back from Santander in Massachusetts, saying they would not reimburse me because in the recorded call I said I would be in the Philadelphia area anyway. That is a lie. I now have to pursue a civil suit against these crooked liars. I have zero faith in the right thing being done, but I have to try anyway. Beware of Santander Bank!”
“Never use the Santander ATMs un Poland! They gave very unfavorable rāte 3,81 vs 4,22 in nearby Exchange office. Additionally without nitice Santander charged comission 4,95 EUR.”
“Tried to open a bank account with my daughter in Windsor branch ready for college in September, id provided of recent savings account statement and passport but was advised needed driving licence and utility bill in addition. Difficult to provide as she does not have these as living at home without driving licence.
Went to Nat West with same documents and no problem to open account.
Member of staff on reception was very unhelpful and indifferent to trying to help at all.”
“f.... ass holes . took money from my account. i made complain. and they decline it without investigating. they doing inside job. and when you make complaints. they gonna simply ignore you.”
“Did you know Santanter uses a premium rate number to contact their branchs. The happily give it out when making appointments, when challenged the say there is a free phone number via head office which you could have used but it was not given to me on my appointment card. I complained about this.
They then wrote to me saying it was my choice to use it to ring the branch. When challenged they could or would not give me an answer as to why they need to charge for accounts spend fortunes on crazy advertising and then charge you to contact them. They then send me a letter summarizing my complaint and get it completely wrong. Clearly their customers are only numbers. I await their next installment on this subject.”
“I can’t believe how ignorant customer service is. I contacted them because my father had some issues with his card and the women called JENNY started screaming at us like we were some stupid people just because we couldn’t understand exactly what she was saying. Horrible bank, told my dad to switch to another one and he is going to!”
“We had a pre arranged appointment to set up a joint savings account and an account for our son that we could both pay into. 55 minutes into the appointment, having been told this is possible it was announced that only one of us can access the savings account already set up. The member of staff was not only rude but spoke over us at every opportunity with lots of sarcasm. An appalling service from an appalling bank!”
“On hold for 40 mins to customer service. Finally get to talk to someone and they tranfer me to another department on hold 30 mins and no answer.. joke shop of a bank.....”
“This company is an absolute disgrace. I was recently scammed out of £365, now I know it was my fault but Santander were as much use as the plastic frying pan. I reported the scam within minutes of realizing I'd been scammed they asked for details and said leave it with us. A couple of days later I phoned them and they said funds had been secured. After a couple of weeks hearing nothing I phoned again at which point they told me they were waiting to hear from the recipient bank and I should not have been told funds had been secured. Anyway it is now almost three months on and when I phoned two days ago I was told my case had not even been allocated to anyone but would be within the next 30 days. They are a complete waste of time and I shall be changing banks asap. Steer well clear of this shower.”
“I Honestly sometimes think to myself "Do they actually know what they are doing?" Over the phone they are an absolute disgrace, i once needed help from them and instead of them trying to help i got passed about on the phone between people on every occasion and was always put back through to the same person i started with. I even got Bombarded with calls on a Sunday and Fathers day as well so instead of enjoying the day i was having to sort out these calls which in the end i had to just unplug the phone as i was getting sick and tired of it when i had already told them i would call back or go in to the branch on the following Monday. They really are the most Awkward people i have had to deal with they just don't seem to understand anything you tell them and whoever ordered them to make a call on Fathers day should really be ashamed of themselves. A soon as my problem is resolved i will definitely be switching Banks after all this time i have wasted with them i should really start charging them by the hour to speak to me. Don't even get me started on the letters they send out. i once received 5 copies of the same letter (i thought we were supposed to saving the planet by cutting down on paper) each coming one day after another when i had already called to acknowledge i has received it, also guess what the letter was wrong anyway the action what the letter explained was something i didn't even ask them to do. So not only are they not doing what i ask them to do they are throwing in extra things themselves....It's like they are trying to annoy me quite honestly. I really can't tell you enough to avoid this bank at all costs.”
