Has anyone heard of this happening to others since the transition of Abbey over to Santander? I set up an online 'Easy ISA' with Abbey back in 2006/2007 and used to manage it online via a passcode. I remember going into an AN branch one day back in 2008 and they couldn't find this account on their system, I was told because it was an online account only. I was reassured when I went home and logged in to my online banking, that I could still see the ISA. A couple of years passed and the name obviously changed to Santander, bringing about a new online banking system/interface. I forgot the log in details and didn't try and log in until recently. I requested new passcodes etc from the same branch (who still couldn't locate the ISA on their system) and now I've been able to log in again, I am horrified(!) to see no evidence of this ISA or any of my other account details prior to two years ago. I've logged this with their customer service ISA department, who wrote back to say they haven't been able to find it. I know it was there, with about 7k in it!! Even if they had provided acknowledgement that this ISA was once open, (with nothing in it even) I would be reassured...but they are saying they can't find it at all. I feel like I'm going mad, but I'm quite intelligent(!) and know I had some money in there. I've now logged this with the FOS but what else can I do?! I'm gutted! Stacey

Hi, Just looking for any quick advice! Cahoot withdrew an overdraft facility on me about two years ago and agreed I would not incur unauthorised overdraft charges so long as I paid it back at £30 per month. Santander then took over and I was aware that I was being charged £30 monthly regardless of what I paid into the account. I queried this with them and they said they had no record of our agreement. I got them to send me all my statements and as I remembered in the months that I ha paid in the required amount there was no charge whilst in the few months that I failed to pay in the £30 they did charge me which is fair enough. I feel that because of this I can therefore argue that this agreement was in place and Santander who now own Cahoot owe me around £350 in charges I have paid when I shouldn't have (as I had been playing off the overdraft as agreed). I have sent them a LBA letter and called today to see if that had looked at it but the said they are passing it to debt collection as they want the final balance back of me (this balance is ofcourse made up of charges they had placed on the account illegally in my mind). So, Im now about to complete a money claim online to recover my monies. Just looking for advice, do I have a case? with nothing in writing will the courts believe me? Will Santander bother to defend? Who can I contact at Santander to deal with it before it goes that far if possible??? Any help appreciated! Steven

I've had a problem with Santander calling my neighbours regarding an overdraft. Despite several letters to them they didn't stop and it caused me and my neighbours great distress. They claim that I've given my neighbours number as a contact number, which is wholly untrue. I then did a subject Access Request and found that not only do they have my real telephone number, they also have my neighbours listed as being called a dozen times. Also, they say their systems will automatically refill a missing number from the internet - presumably directory enquries as I'm unlisted but my neighbours are not. To summarise: I've got proof that not only were they calling my neighbours knowingly but they actually had my real telephone number and still called them after I'd asked them to stop. The question: To whom can I report them? ICO, CSA anyone else? I wish to make a big deal out of this and I'm not prepared to let them go. I'll spend the next 10 years writing letters and complaints if required.

I have other threads and have found very good advise here. I have my main current account with Santander after they took over the business of the A&L. The account dates back to the early to mid 90s and it came with a Flexiplan account attached to it. A standing order goes out every month to the Flexiplan, when the account is in credit it's like a savings account but it also has a credit line of £750, which is totally independent of the overdraft. Every month a small amount (just under £3) gets debited from my current account as 'Flexi Premiumcare'. This debit has been there as far as I can remember, along with the £30 S/O to Flexiplan and is charged even when the Flexi account is in credit, which has been around 90% of the time. Could this be PPI by any other name? I think I must relate to the Flexi account and not the O/D as I've only had and O/D for the last 10-12 years, the Flexi was there since I opened the account. Although the amount is small, it has been charged every month for around 17 years! I've read in these forums that there's no time limit to reclaim PPI (if that's what it is). Both my current account and Flexiplan are in credit and, thanks to MBNA taking over the A&L credit cards, I have no defaults with Santander. Is there any way I could reclaim these 'Premiumcare' charges? If I SARd Santander they'd probably send the usual 6 years statements which is not good as this goes back a lot further. However, as far as I can remember, these amounts have been largely unchanged over the years (it may have been £2.75 and now £2.90/mth but that's about it!) & the Flexi credit line has also remained unchanged. How can I be sure it's PPI? if not, what is it? Is there a way I can find out when I first got the Flexi, I can't even remember what year I opened the account as it's been so long! Also, is there a chance they could cancel my Flexiplan or even the O/D even though I'm in credit and paying in just because I start trying to claim old charges? I also had a personal loan that I took out in 2006 with the A&L, I rang Santander in August & they said the last payment would be the one in Sept this year so the loan is now paid off. There was a single monthly payment going out to Santander Loans, otherwise I have no paperwork for the loan, everything was done very quickly by a financial adviser in a branch in the City, I think all I did was sign if at all! Is there any way to find out if any PPI was applied to this loan? Thanks in advance!

Hi Guys, This is my first post so I hope to get a reply. A year or two ago I stupidly got a topman credit card (provided by santander) and acquired about £400 worth of debt. I was happily paying Santander back the minimum each month, I went travelling abroad and was still paying the debt back but when I returned to the UK in April, I missed the payment for that month and as such my direct debit was cancelled (not by me). I found the relevant email address on Santander's website and informed them that I had indeed missed a payment, and that I was currently unemployed with no funds but very willing to continue paying off the debt with the minimum each month and asked whether it was possible to freeze my account for a month. I heard nothing back and so sent them a follow up email to the same address with the original email attached. I tried calling them but go through to no-one and was suddenly receiving letters from Viking debt collectors (I think) and then more recently, Lewis Debt Collectors. I chose to ignore these as I had tried to get in touch with Santander themselves and did not see it as fair for my debt to be sold on. Today (24th August 2011), I received a letter from Howard Cohen Solicitors threatening court action for the amount (including fees now £515). I sent a CCA letter today asking them to provide all details of my agreement within 12 days (I've heard that they can buy debt illegally?) I am worried that if in the next 12 days they do in fact provide my original agreement and threaten to take me to court, what my options are. I had sent Santander emails telling them I was willing to pay the debt bit by bit. I am still currently unemployed and cannot afford a great deal. Have I gone about this in the correct manner? What is likely to happen next? Many thanks, Pj

I think there is a serious and ongoing problem with Santander's PPI and interest refunds on PPI which was mis-sold or mis-applied to a credit card. Their 'formula' produces figures which can be significantly below the actual overcharge and overpayments made. I would appreciate if anyone who has had a PPI refund from Santander could look at how their refund was calculated - if you haven't done the actual calculations yourself you would not know if the refund is correct or not and may simply have believed them.

Hi fellow caggers I have recently had problems with santanders customer "service" thought i would post a copy of my copmlaint here as warning against usign this failure of a bank. wish to complain about your lack of customer service. Your debt department has placed a block on my card. I cleared this debt on 29th yet the card remained blocked I tried to contact someone to get this fixed. The first person I spoke to told a complete lie and said it was impossible and I would need a new card. I have been in this situation once before and knew that to be wrong so I hung up and rang again hoping to get someone who knew what they were doing, the second time I did. They put me through to the card department who said the block was placed by the debt department who won’t be back in until Tuesday. This has caused be great inconvenience and means I will not be able to travel to a family reunion tomorrow. To add insult to injury I have been getting harassing automated telephone calls all weekend from the debt department when I have already paid!! Why can other departments be in to help over the weekend when the debt department can’t be bothered and instead get robots to do their job for them? If they have the authority to block cards potentially causing people significant problems they should then have the responsibility be contactable like the card department. I have never known such insulting, incompetent and downright inhuman customer service from a bank. I will be copying this complaint to various financial publications this is something i have never felt compelled to do in any dealing with any other business.

I lost my job in February and went a bit over on my account and had a few charges nothing to serious a few pounds interest a month applied over a couple of months recently a family member helped to clear my over draft and all the pending fees at the time two weeks ago. I look at my account today as I want a statement and suddenly there is a daily fee charge for £85 its almost as if I had a bit of money go in and they decide to take it for themselves. Can anyone advice if this is even legal and how I go about claiming hardship. Santander really are the worst bunch of vultures it feels they are doing this deliberately to push me into the red again so they milk me for more money, Utterly immoral.

Basically, I had an account with A&L before they became Santander. I wasn't using it as a current account, so left it to sit but stupidly forgot about the under-funding charges. I heard nothing until they became Santander, when I had a letter demanding over £300 - all fees that had been added to the account. They started calling, so I set up a payment plan with them. £100 a month. I paid the first £200 off then got a statement randomly sent to me. In that 2 month period, they'd charged me £200 in charges. So I'd basically paid nothing. I tried calling them but was told there was no record of a payment plan. Then the letters started, saying I'd broken an agreement, they want £450 or they're taking me to court. I got 4 of these letters in one day, along with a default notice. Whenever I try to speak to them, they put me on hold then cut me off. I don't know what to do, as I can't afford to pay them - I ALREADY GAVE THEM £200 FOR NOTHING!! And the fact that every penny is charges. How do I stop them from threatening me and sort this out? Please help!!

Hi, I am trying to find out is it acceptble for Santander to refuse to offer me anything other than their expensive SVR? I was with Abbey, now it's Santander, had mortgage about 5 years. I had credit problems when first left Uni and had the mortgage transfered to them. I pay over £360 on an £80k mortgage. My friends who are on Variable rate have been paying half this. My mum recently had a letter from the Halifax refunding over £2k as they had locked her in an SVR when they shouldnt have. When I phoned Santander the woman said they wont offer me any other deal but I am free to go to another provider. So basically...sod off. I have no arrears and have not missed any payments for 4 years where I did get two months in arrears at one point. Any thoughts if anyone has the time. Many thanks.

Hi all, I've been browing pursuing some claims of my own that I started before I discovered this great site but I've been browing & have read some of the great advice here & was wondering if anyone had some advice or a view on how I should proceed. I am attempting to recalim a mis-sold PPI policy on behalf of my mother that was charged to her Debenhams store card operated by GE. I initally challenged the PPI on the grounds that at the time (Sep 1993) it was sold my mother wasn't working, despite providing a letter or redundancy & other documentation as proof of this they refused to accept the misselling or refund any payments. Send DPA requests back in June & received an incomplete bundle missing statements with no data prior to 1994. I responded that they had not complied with the DPA request & received a response that they have supplied all they have & in their view have complied. Sent a final letter threatening court action to enforce the DPA request & have today received a further bundle which is still incomplete. The reply today states that they feel they have complied with my DPA request as they have supplied all that they have & do not have to supply anything older than 6 years. Given the proof of mis selling I was tempted to just file a claim in court the trouble is without the date of the PPI fee's charged this is near impossible. Their reply today did state that the total fees paid for PPI ere just under £1900 which I find hard to beleive given that the fees charged from 2005 to 2009 when it was cancelled total £1100. I just don't beleive that from 1993 to 2005 a total of 12 years the fees only totalled £700. However even if this is the case without knowing the payment dates it's almost impossible to calculate interest on the payments. I was wondering if anyone on this board had any view or advice on where I go next, do you feel that they have met the DPA request & are they only required to supply data back 6 years as I always beleived that it was 6 years after the cancellation of the contract. Thanks in advance.

Hi All i need some help! I have an old account from 1987 with funds in the account with Abby which is now Santander. I have recently come across the passbooks and have tried in the bank to claim the money, who advised me to use the website mylostaccount to trace, this had no results so i then wrote a complaint letter enclosing copies of the passbook i have showing the last balance to have funds. I have received a letter back saying they have been unable to trace account and that they are only legally required to hold information on a closed account for a max of 6 years?? And that the passbook is not evidence that the account has not been closed as they dont always mark or ask for the passbook when accounts are closed. Can anyone tell me where i stand, should i take this further? Jody

Hi Everyone, I wonder if anyone can help me with Moorcroft. I am new to this so please bear with me. I have taken some advice from reading other similar posts on here, but am unsure how to proceed next. Basically my husband and I once had a current account with Alliance and Leicester which was moved over to Santander when they took over the bank. We got into financial difficulties on the account after my husband was taken ill and I lost my job due to redundancy. All in all, the amount owed is less than £1000. The bulk of the debt we owe is charges that they kept putting on the account like £50 a week for being overdrawn and so we closed the account to stop it getting any worse. We were originally paying the bank back at £10 per month as that was all we could afford, but they stopped hassling us for a while after we told them we couldn't afford the repayment as they were waiting for the outcome of the OFT investigation into the unfair bank charges to see whether they might have to repay some of them. Anyway it has now been passed to Moorcroft who have been harrassing us constantly over the phone and demanding repayment and also threatening home visits. We sent them a CCA request (which they have not complied with after looking at posts on here). We know they received it as it was signed for by them and we thought the next stage would be to send them the "Account in Dispute" letter when the time limit for a reply expires on Monday next week, however today I received this letter from their accounts department. I will type it word for word minus my identifiers. It reads as follows: Dear Mr & Mrs -------, Thankyou for your recently received letter, requesting a copy of your credit agreement pursuant to the Consumer Credit Act 1974. Please note that certain accounts are excluded from compliance with part V of the Consumer Credit Act or are not in fact credit or hire agreements and we believe that our client's account falls into one of these categories. We therefore require immediate payment of the sum outstanding or alternatively your client's realistic proposals for repayment of the same. Should you have any questions or require any additional information please do not hesitate to contact us direct on the above telephone number. Yours sincerely Accounts Department (signed with a squiggle!) The repayment request is rather badly worded as though they are addressing our legal adviser (although we do not have one) and the letter is adressed to us both! They also returned the £1.00 postal order we sent with the letter. Please can somebody help us? Were we wrong in sending the CCA request? I followed advice on here given to help someone with a Lloyds TSB debt but later realised that that gentleman's debt was for an unsecured loan he had with that bank. Have we made ourselves look totally stupid? and would a current account such as ours really be excluded from compliance with part V of the Consumer Credit Act? or is this just another scaremongering tactic from Moorcroft to try and bully us into paying? We would really like some advice on what to do next. Whether to go ahead and send them the "Account in Dispute" letter on Monday when the time limit for complying with the CCA request is up? or whether we really cannot do that due to the fact this is not a credit or hire agreement as they say? We have already sent them the harassment letter template letter after the constant phonecalls and threat of a home visit and this seems to have stopped the calls for now. I am really hoping that this is just more threats on their behalf and that we have done the right thing. I feel sick with worry and close to a nervous breakdown because of the stress they are causing. I am in tears every day and I have health problems which are being made worse myself. Really hoping some kind and knowledgeable person can help us here. Thanks so much for any replies.

Hi I put a cheque in the bank last week which was for American dollars. I was told there would be a charge for processing the cheque which was fine, but before the cheque has even cleared the bank has taken the fee, leaving me overdrawn on my account. Is this my fault ? or are the Allieance& Leicester/ Santander out of order, by the time they take their charges, they will make more out of the cheque than me. Any advice appreciated. Mike.

We have supplied Santander with an income/expenditure list, list of creditors, amounts of debt etc etc as supplied by Consumer Credit Counselling Service (CCCS). However, now Santander are insisting we additionally send them bank statements as well. I always understood that statements from CCCS were deemed fully sufficient evidence and they should not require, nor be asking, for anything further. Can anyone who's dealt with Santander, or know in principle, confirm this?

Hi, Apologies if the info/advice I'm after is elsewhere on the site but I haven't been able to find anything definitive. I have a bank account with Abbey/Santander with defaulted in Feb 2006 as a result of charges applied to the account, I was making replayments prior to this and the settled the account (all through a DCA). I then made a claim for the charges later that year Aug 2006, which has since been stayed; am I correct in thinking that the account wasn't in dispute when the default was applied? If that is the case then what would be the best approach for getting the default removed i.e. can I still go down the default on a disputed account route or would I need to try another way? I have read the post here and it would seem that approach may be out of date. Any advice would be greatly appreciated Many thanks stevieb52

Hi, We have a credit card debt with Santander, and whilst in hardship for around the last 6 months or so have been duly paying them a token £10 per month. Despite having originally sent them an income & expenditure/budget list, a list of creditors etc as produced for us by the CCCS, they recently started hounding us through their Viking Collections for the whole debt, and wanting our normal contractual monthly payments. We wrote to complain about this treatment whilst in hardship. They have written back saying 'I can confirm you did not supply proof of your income and expenditure form. I understand you agreed with the CCCS to complete and submit your own monthly budget form to us. Unfortunately you did not do this and your account was passed back to Viking Collections.' Now this is complete tosh - the income/expenditure forms + list of creditors we sent was all done on CCCS headed paper, as was sent to us by CCCS to give to all our creditors. At no time had we agreedwith CCCS, as they are trying to say, to complete & submit our own monthly budget form. Anyone in, or been in, a similar position with Santander? Any advice at this stage appreciated.

Oookies this is my first post on this forum so i'm sorry if its in the wrong place but i am absolutely stuck and need as much advice as i can get i'll keep it as short as pos. Basically.... I have a Santander current account with no overdraft on the 24th of July my friend paid £240.00 into my account Around the 2nd of August Santander froze my accounts and asked me to prove the origin of the transaction by getting a bank statement from my friend. He is abroad at the moment (i'm a uni student and its summer holidays) and he wont be back til october Santander have also informed me rudely over the phone that they do not want to continue a 'personal relationship' with me and consequently have decided to close my account but even though i requested i have yet to receive any written confirmation. This has affected my wages at work as the said that there would be no problems with money coming into the account just issues of me withdrawing it I really need access to my funds to pay my rent so any help is greatly appreciated Thank you x x