CatieB Posted March 17, 2012 Share Posted March 17, 2012 In february I opened a new ISA and instructed the new buiding society to transfer my old bank ISA into it... this transaction has become unbelievable for two reasons 1 old bank will not easily accept my enquires as they deem the account now closed so I cant answer the security questions and they are not responding to enquires by new building society (one enquiry I made took over 20 minutes to get no response other than we will look into it and email you - email said we have completed your enquiry!) 2 the so called sent money was sent by cheque. In this day and age!!!! blimey I can transfer money to everyone and anyone yet two massive institutions use cheques Money still missing Quote Link to comment Share on other sites More sharing options...
snowberry Posted March 17, 2012 Share Posted March 17, 2012 Ombudsman &Watchdog I hope it's sorted in your favour swiftly! Quote Link to comment Share on other sites More sharing options...
freddie Posted March 17, 2012 Share Posted March 17, 2012 ask the 2 offending parties if they'd like to be published in the Times money page on a Sunday, as you "know " someone there... Worked for me. Quote Link to comment Share on other sites More sharing options...
yvonne Posted March 18, 2012 Share Posted March 18, 2012 I am in a similar position and have so far been waiting 3 weeks to receive a cheque for the money in an old ISA from Santander - appalling customer service, just keep being told it's their procedures to take this long - so much for instant access. I contacted the FSA who weren't much help apart from giving me a direct number for the Santander complaints dept. Feeling most frustrated. Quote Link to comment Share on other sites More sharing options...
CatieB Posted March 18, 2012 Author Share Posted March 18, 2012 I am in a similar position and have so far been waiting 3 weeks to receive a cheque for the money in an old ISA from Santander - appalling customer service, just keep being told it's their procedures to take this long - so much for instant access. I contacted the FSA who weren't much help apart from giving me a direct number for the Santander complaints dept. Feeling most frustrated. Ummm guess which useless bank sent my cheque.... their customer service has been appalling. According to new building society they wont even respond AT ALL to their queries. Quote Link to comment Share on other sites More sharing options...
welovemarmite Posted March 19, 2012 Share Posted March 19, 2012 Try the banking ombudsman rather than the FSA. And make sure you have already sent a letter of formal complaint to your bank/s and given them 14 days to respond. Keep a copy of everything. Try not to do too much by phone. But if you do, take the name and extension number of the person you spoke to, take notes and record the time and date of the call. eta i work in complaints for another regulation authority..... Quote Link to comment Share on other sites More sharing options...
chickencam Posted March 19, 2012 Share Posted March 19, 2012 A friend of mine had trouble with Santander and she sent copies of all the communications to the financial ombudsman and got it sorted out quite quickly. They said that they wished more people would make the effort to complain, because so much poor practice and customer service goes unseen. Quote Link to comment Share on other sites More sharing options...
yvonne Posted March 19, 2012 Share Posted March 19, 2012 Wow ! I have been looking at the many internet sites of customer complaints about Santander !!! Financial Onbudsman it is then without further delay. Will also be selling my shares which I got from Abbey National and Alliance & Leicester. Looking forward to many more hours of frustration. Best of luck CatieB -I'll keep you posted. Quote Link to comment Share on other sites More sharing options...
Mrs Potts Posted March 19, 2012 Share Posted March 19, 2012 Do complain to financial authorities, although Watchdog does work. It's your money they are playing around with. OH was charged bank charges on an account when he had proof from the bank in writing there were not going to be any. They refused point blank on the phone to refund and he said was going to ring Watchdog. Paid YD £10 to sit by the phone all morning and when it rang, say "Hello, is that Watchdog again?" It was of course, the bank; he got his money refunded and a written apology. Quote Link to comment Share on other sites More sharing options...
CatieB Posted March 21, 2012 Author Share Posted March 21, 2012 Well i finally had a letter from Santander confirming they sent a cheque on 2nd March and that when 14 days have passed I could ask for it to be cancelled and reissued. As that deadline has passed I called them.... Despite the fact their letter has a reference I could give them, the call took another 25 minutes (I still cant answer the security questions and seeing that I am me I find that amazing) They were able to check the cheque serial number to confirm it hasnt been cashed so will reissue. Why couldnt they do this before New account should have the money by the end of the week As DH has pointed out, all this time the money hasn't moved or gone anywhere so in other words its been sat in a Santander holding acount somewhere earning them money!!!! Quote Link to comment Share on other sites More sharing options...
yvonne Posted March 22, 2012 Share Posted March 22, 2012 Well my "missing" cheque has been "on it's way" for 14 days tomorrow, so another day of phone calls awaits. Personally I have my doubts as to whether these cheques were ever actually released and suspect they are just using us as a way of improving their cashflow. As a member of Which (and also on their consumer panel) I will be raising the matter with them (as well as the financial services ombudsman). I think fellow omletteers should be aware that Which already has put Santander on "Warning" in terms of their appalling customer service and I would strongly advise against anyone putting their money into this bank. Quote Link to comment Share on other sites More sharing options...
CatieB Posted March 24, 2012 Author Share Posted March 24, 2012 Still no money, no confirmation that they have actually reissued just vague words that they are dealing with it! However DH did take a call from them the other day asking for feedback about the customer service I received when I called on a certain date...... As he said, it was lucky for that poor caller that I was out Quote Link to comment Share on other sites More sharing options...
yvonne Posted March 26, 2012 Share Posted March 26, 2012 CatieB I have PM'd you Yvonne Quote Link to comment Share on other sites More sharing options...
