How absolutely terrible are Santander?

[237SJ]

Yesterday I went to make a quite large purchase. I decided to pay with my Santander Zero and move money from my isa to pay for it. After swiping the card, the sales lady said "It`s declined". That was embarassing. We phoned the no. on the card and it turns out I`d got my credit limit wrong. My mistake. Santander asked me a load of security questions which I answered in front of all the other customers. I was assured the transaction would go through next time. Swiped card and it said "phone merchant no". Sales lady phoned the merchant number and I went through all the security questions again. Santander then told us to phone the original number and go through all the questions a 3rd time. We told him we had already spoken to that number. He said we had to do it again. I paid a deposit with my Visa debit and came away without my purchase. Came home and there was a security message on my phone from Santander. I phoned it (pointless after the event anyway). They didn`t answer so I gave up. Tried to move my money from my Santander isa to my Lloyds linked account on internet banking to pay for my purchase. A screen said internet banking wasn`t available. I phoned Santander to be told I could no longer move money myself, I have to phone them. Unfortunately, nobody bothered to tell me the whole way the account is managed had changed. I`ve heard Santander are top of the league for terrible service. Now I know why. Anyone else find them dire?

[boxtops]

I've got no time for Santander, I had a Bradford and Bingley account which became an Abbey account which became Santander. Customer service was dreadful, so I closed the account.
I vote for Nationwide for top service, we are very pleased with them - and I must admit that my latest dealings with Lloyds TSB have been very good, too.

[LoftyLottie]

It was our debit card that got refused - don't use credit cards. There was loads of money in our account but NatWest refused our card because we bought an expensive item which was unusual for us!! They said it was to protect our interests - wonderful!! It left Mr LL in a very embarrassing situation in the shop - he phoned me from the shop and I used my debit card (same account) over the phone for the transaction and it was honoured. How ridiculous is that!!

[gingejbee]

Whenever Which? report on bank accounts/financial services, Santander are always at the bottom of "customer satisfaction" tables. Which? even say they are "not recommended".

[kinell]

i suggest you use a proper (clearing) bank not a pumped up building society

unless you are happy to queue for hours in branch and wait the extra days for money to clear

[Coldicote]

Very sorry to hear this SJ. I was thinking of putting some of my savings in Santander but have certainly gone off the idea. Thanks for telling of your experience.

[EurovisionStar]

Yes, I agree with you they are dreadful at times. I was in London once, I had to take out some money to make an emergency payment, over 1000 pounds. So I walked in to a S branch, showed them my card, passport everything, to my surprise the lady in the bank said 'it does not seem that you have an account with us, I cannot find you on the system'. I showed her my S debit card and told her that it was genuine S card, she said she couldn't find my details on the computer etc etc...I was getting angrier by the minute wasted as I was in a hurry, at the end I walked out in frustration. Then I saw another S bank, this time everything was fine. I could take out my money. This is one of the bad experiences I had with them. I also had card declined, transaction did not go through, see you card issuer problems online, or at cash machines though I had enough money and no fraudulent activity was seen. I find some of their employees quite indifferent and unhelpful as well. They told me to try different cash machines when my card did not work on a S cash machine! They cancelled my ISA account and paid me very little interest sum when the UK was hit by the economic crisis. They make you feel like 'you need them, they don't need you or your money'. So, I had to move away from them gradually ( that is you keep your S account open while you move all your direct debits, payees details etc to your new bank, I suggest that you give a try to H bank they gave me £100 cashback for switching but I can't tell if they are better or worse than the S bank yet )

http://www.youtube.com/watch?v=YmEbA_su-fA