Another type of problem.. .they've dropped the direct debit discount which was shown on the paperwork when I entered my present contract Price Fix March 2016 DD. Talking to them today....asked them why it doesn't show online....she disconnected the call. Rang back and was told they've 'dropped it but everyone was sent a letter last November and it's now in the form of cheaper unit prices....??' - my paperwork's dated Feb 2014! Asked where in my online bill can I see evidence of the new form of discount? Oh dear....'online bill not available to view'. Can I have a paper bill then? Yes, you'll receive it in the next 7-10 working days....! No wonder Which has rated them bottom of all the power suppliers.

Further to my last post.. ..Santander finally closed the 123 credit card account and touch wood.. ..I've not received any more statements. Hopefully that means it's finally gone. I was paid another £150.00 compensation for the further stress and inconvenience and Which are going to feature the story shortly. I was told over the telephone by Santander's chief exec's media man that the fault lay with the Visa dept but this wasn't explained to me properly or in the final resolution letter. The explanation was weak. No more credit cards for me and thankyou once again Brigadier for encouraging me to fight it!

Thankyou Brigadier, what a long and stressful journey it's been. Frightening to be persecuted by a bank that knowingly pursues innocent customers. I'm intrigued as to what was really going on here, I hope I'm told the full story.......

Which's money expert took this to Santander's press office / CEO and yesterday I received a call and email confirming this money will NOT be taken from my account, not on the 22nd and not ever. I will be receiving further information on Monday but I am very relieved that this is being sorted once and for all. Unbelievable.

Thankyou, I will send the story on to Tony Hetherington, I think the story on here says it all. I've also just contacted BBC Watchdog and sent them the details on their website. Be in touch.

Thanks Brigadier but I've done that already. Back in June. Two weeks later and they had no trace of it despite a signed for delivery. I'd like to get this printed in something like the Daily Mail or BBC's Consumer Watchdog, if anyone knows the contact details I'd be very grateful.

You just couldn't make this up...... Since last posting, I've had further compensation from Santander for wrongly taking money from my Santander123 current A/C to cover fraudulent transactions committed against my supposedly closed 123 credit card A/C. As I was still receiving letters asking me to confirm these transactions were nothing to do with me after the apologies and compensation I rang Kathy Hopkins Santander's Complaints Resolutions Officer to let her know it was still not closed. She confirmed in writing that it WAS closed and that I wouldn't hear anymore about it. She also said...... ... 'For some reason they had to issue another card to ensure the closure of the account'.. ...This card had a different number. I received yet more forms relating to the original supposedly closed account asking me to confirm these transactions were not made by me. I phoned Kathy Hopkins again to complain that this matter had still not been resolved. A nightmare. They'd already helped themselves to £585 odd from my current account and had to replace it PDQ and I could see it was about to happen again. Kathy Hopkins by now had adopted an intolerant attitude towards me as she must have known this thing was beyond her capacity to deal with. Much easier to try and convince the customer they're paranoid. TODAY: A letter arrives dated 8th September stating that as the credit card concerned is now closed they intend taking £585.57 from my Santander Current A/C to cover the fraudulent transactions in 14 days time. I phoned at 4.45pm tonight after opening the letter and rang Kathy Hopkins. She's not there but someone else takes the details and says he'll call me back by 12pm tomorrow. I told him I'm closing the current A/C which I've held since 1980 when it was originally Giro. That way they won't be able to get hold of the money. A lot of inconvenience changing to Nationwaide but what else can I do? This has even been supposedly dealt with by the FCA. What a joke, or it would be if it wasn't so serious.

The update on the above isn't at all good I'm afraid. My formal letter of complaint that the FCA advised me to send to Patrick Keating at Santander Triton Square London was received and signed for on 2nd July. The FCA gave me a reference number for their own report. As of today 16th July I've had no acknowledgement from Santander so I telephoned on 0845 600 6014 to enquire as to what's happening. Nobody seemed to know what was happening as that number just connects with an office that doesn't deal with credit card complaints. I asked them to call me back when they'd found whoever is dealing with my complaint. I've just had a phonecall from Cathy at Santander who now has my letter plus enclosures and she's promised to call me back tomorrow morning which is convenient for both of us and discuss what's happening with it. So that's what happens when you make a formal written letter of complaint to Santander with an FCA reference number. Nothing for two weeks and you have to ring back and make a fuss. Also the FCA were very reluctant to tell me what was happening, only telling me Santander have eight weeks to reply to me with a resolution, then to take it to the Ombudsman if I'm not happy. The officer told me the FCA officer who deals with Santander has 'made them aware of my complaint'. I told him I knew the FCA don't take up individual complaints but as I'd been given a reference number I naturally thought I would have been able to know that some form of action was being taken. He really didn't want to stray from a set way of talking, all very 'general' and nothing specific to me. Ludicrous. Just sounded as if they were nervous of admitting to anything. Will update you after tomorrow's phonecall.....

Will do!

Yes I will. Also have contacted the Financial Conduct Authority on the advice of Actionfraud and they are submitting a report. The FCA have given me a reference number and details of who to report to at Santander. Am relieved that this is being taken very seriously.

I'm closing my current account with them now, am angry that they have precious little professionalism and as you say, they are very badly trained. I don't trust them not to take more money from me.

Indeed it is a strange way for a bank to behave, I can't understand why the number displayed on my phone turns out to be a genuine Santander number....... I'm paying a visit to my local branch this morning with all the documents and also reporting this to the Financial Conduct Authority and also the Financial Ombudsman. I have to say I found the guy's behaviour strange yesterday, didn't have any letters to hand, couldn't find a senior advisor etc etc. Yet Santander current A/c's checked him out and said it was a 'genuine' call.....

Thanks for your help BRIGADIER, I've been talking to actionfraud this morning and will be taking this further, they think this behaviour is strange too. I have been given a reference number for my report.

Yes BRIGADIER2JCS I'm amazed. And shocked at Santander asking for details of my current account as security questions when there's already evidence of fraud against my credit card. There are other security details they should have asked me. Also why was this guy ringing from the call centre default number? Surely if he was from Customer complaints calling to deal with the mess they'd made he would have had a different number? I find this appalling.

And no, I didn't give him or her the number. I've told them I want a full written explanation for everything they've done wrong with this account. With all the information they should be holding on this mess they shouldn't be ringing me asking for any security details. They should be sorting the mess out and sending me a written apology.