Bank finally admits to a catalogue of errors, then has to be chased for a goodwill cheque
My 92-year-old father tried to open a two-year fixed-rate Isa with Santander on 20 June.
After months of errors – losing documents, opening the wrong type of Isa, failure to respond to communications, bouncing money back with no reason – he has finally had a letter from Santander saying that his account has been restricted because he took too long to pay into it.
Despite already being a Santander customer and not needing to supply more ID, my father was asked to send supporting documents. These were sent on 6 July. They were received, but have never been returned.
Santander’s confirmation email in July showed that a one-year fixed-rate account had been opened. My father replied to this several times, saying he had opened a two-year account. He received no reply and eventually made an online complaint about the error and its repeated failure to respond.
On 9 August he was sent a standard apology, blaming technical issues, saying his Isa was now open – but it was still the wrong type of account.
Over the next weeks my father complained repeatedly. In the end, although still unhappy, he made a payment of £5,640 into his Isa on 27 September.
This was bounced back the same day. We have complained ever since but with no resolution. SC, Nottingham
Santander holds its hands up to this one. It says the letter your father received informing him that the Isa could not accept his transfer should not have been issued given the delays and problems he experienced opening his account.
Santander has written to confirm that his Isa can accept the transfer and that interest will be back-dated to 20 June, when he opened the account. To apologise it also said it would enclose a cheque for £75 as a gesture of goodwill.
However, to add insult to injury, your father received the apology letter – but no cheque.
We chased this and, at last, he has received the money and you are happy the whole debacle has come to an end.
We welcome letters but cannot answer individually. Email us at firstname.lastname@example.org or write to Bachelor & Brignall, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number