Hello Here goes first time using this... I am in desperate need of some advice and help. I have taken this matter to the Ombudsman however it seems like their not able to do anything either. Can any one help I have copied the letter to ombudsman below and if you wish to see their reply i can also share that. In 2007 I took out a credit card with Abbey and I used it and made regular on time payments, however in the March 2008 I started to receive double statements. One statement was the usual red and white A5 statement with the normal re-payment method and the other was an A4 black and white statement informing me to pay into a different account. I went in to my Oxford branch and showed these statements to them. The adviser said to me there must be some error and I should not have received them. He took these statements and said he would destroy them and make an entry on my file. The next week I received another Black and White statement asking me to make payment, the statement I received was accurate as it knew my details and it showed how much I had spent and how much I needed to repay. I contacted Abbey and they put me through to the fraud department explaining me that I must not use my card, hand in the statements to my local branch and that they were going to freeze my account so they could investigate the issue. I did as instructed. In December 2010 I received a letter from a third party debt collector demanding full repayment of my outstanding balance. I explained that Abbey was investigating the problem they said to me to take it up with Abbey, so I did. I called abbey they said that the case was forwarded to the agency. I asked if my issue had been resolved and the outcome of the investigation. They informed me somebody from the fraud department would call me. I called the agency and paid the outstanding balance, however to this date I have not received a call from the frauds team. In Jan 2013 I applied for a mortgage; however I was declined due to a default on my credit history. I was advised by my financial adviser to ring Abbey and inquire why there was this default from them. On Tuesday 29 Jan 2013 12:45pm approximately, I called Abbey customer services and explained to them my situation and what had happened. The lady informed me that due to the account being closed there was no way to confirm who I was, so I must take identification into my nearest branch and call back once they have confirmed my identity. I did so and called from Nottingham city centre branch. The lady I spoke to understood my issue, confirmed with her Manager and informed me that they would to remove the default; however this would take up to 10 working days. She assured me that she had spoken to her manager and he has confirmed he would do this as soon as he can. I explained that I was in an urgent situation as I had found a house that I wanted to buy, however it was my mortgage that was on hold due to this default. She assured me after I asked her several times that would the default be removed so I can continue with my mortgage application she again reassured me that her manager has said he would do it but the change comes into effect after 10 days. On Friday 8th Feb 1pm I called and spoke to Shaks. I told him about my issue and about my previous conversation and what they promised to do. He could not find any record of my conversation despite the fact that an entry was made that I was asked to visit a branch and show identification. He emailed his manager explaining the situation and took my number and email address so he could call back and email me. Within an hour he called back with good news saying he has had an email from his manager saying that they would work to solve this problem and would remove the default and would send me a confirming email and this would be done in 5 working days. On Friday 15th of Feb I called back and asked if there was any progress, there was no record of my conversation and no notes on the system I again explained my situation and the lady assured me that she would have this matter resolved and after speaking to her manager she said that it would change by the end of the month. I asked that my complain be logged and I requested top have a copy of all my conversations with abbey, which she said she would send. I am still waiting for those transcripts and the complain department to call me back. Since then I have rang several times and I have a list of these times also. I am utterly disappointed and frustrated with the service provided the lack of fulfilling agreements and promises. I am in the process of seeking legal advice, however I want to know what you intend to do to resolve this issue. Satander replied in writing saying they were right in Defaulting account and even suggested I was aggressive towards a clerk whilst calling - I am a minister I don't do aggressive- I forwarded complaint to ombudsman and they said that Santander were justified as I had not been making on time payments - when I was under the impression that the account was frozen - didn't address the phone calls that I had made and advisers telling me that it would be done. I asked for these phone call conversations but they didn't send. What should I do. My kids have out grown our rented accommodation and I am in a position to buy, Abbey/santander have already caused me to loose one that was perfectly ideal for us. Thank you