Satander Grrr.

[tioaboa]

Hi All,

 

Still working my self DMP and have finally included the bank in the DMP which was a brilliant idea, First Direct were very helpful and complimented me on my work so far, and have agreed a fair repayment

 

But, Santander continue to be a pain, they still will not agree to an arrangement without bank statements or payslips. Despite some letter tennis they still send the same letter back.

 

Also more seriously they started calling me again, despite agreeing to remove my phone number from there records, my first reaction is to re-lodge the complaint as they clearly haven't removed my number from their records.

 

I did speak to the rep but it was like talking to a broken record she kept repeating that i needed to send in payslips\bank statements and it was satander policy to not agree without this info.

 

So I'm back to ask the wise heads around these parts whats the best approach to :

 

a. Bank statements\Pay slips etc . (TBH I've nothing to hide but I'd rather not give that info)

b. them ringing despite in writing saying they had removed my number from there database.

 

With Thanks

Ian

[dx100uk]

your choice if you do/don't

 

they have NO legal right to see any of your per fin dets

 

dx

[tioaboa]

your choice if you do/don't

 

they have NO legal right to see any of your per fin dets

 

dx

 

Hi dx

 

do you have a legal doc i can quote at them? they insist its company policy, will fight if i can.

 

ian

[dx100uk]

as you state 'a company policy'

 

tough, its your policy not to supply them

 

end off

 

just pay then via internet banking

they cannot refuse that

 

its your money..take control!

 

dx

[victoria_siempre]

Hi Ian

 

I had a similar experience with token payments. I sent them some of the requested items (not bank statements) in a heavily redacted form and they then accepted token payments. I am not advocating this but just sharing experience.

 

x

 

v

[tioaboa]

interestingly Satander are no longer accepting my payments via online banking.

 

time to worry?

 

Ian

[dx100uk]

if you know the ac/sort

they cant refuse!

unless they have closed the A/C?

 

dx

[sequenci]

Google The Office of Fair Trading debt collection guidance and the Lending Code.

 

Have a read through both and pull of the revevant stuff and formulate a well-constructed complaints letter. They'll soon start behaving.

[tioaboa]

Google The Office of Fair Trading debt collection guidance and the Lending Code.

 

Have a read through both and pull of the revevant stuff and formulate a well-constructed complaints letter. They'll soon start behaving.

 

Will do it ... looks like they've closed the account, they use the world's slowest postal service so I expect it will be next week before i see a letter !

[citizenB]

[ATTACH=CONFIG]31791[/ATTACH]

 

 

[ATTACH=CONFIG]31790[/ATTACH]

 

Lending Code and OFT guide on Debt Collection attached.

 

Lending Code, I think you need to read from Section 9.

[citizenB]

IMHO, I would not provide them with the information they are requesting. Especially payslips and bank statements

 

You could write them one final letter along the following lines.

 

Dear Sir/Madam.

 

I have explained my financial circumstances to you, yet unlike my other credtiors you are not prepared to assist.

 

The documents you have requested are not required, I have provided an Income and Expenditure form on which I have signed a statement of truth. This has been acceptable to all my other creditors.

 

It would appear you are now refusing to accept the payments I have been making, via online banking.

 

This letter is just to put on record your Unfair Treatment of someone who is suffering a financial difficulty, which is contrary to both the OFT guidelines and the Lending Code.

 

Yours faithfully,

 

etc, etc..

 

HTH

[tioaboa]

Thanks for the template I'll get one ready if I need it.

 

I sent a complaint letter to the head of collections a few weeks back. Outlining my situation, my offer of payment and firm refusal to supply personal details, and my surprise that they still had my telephone number on record despite writing to me to say they had removed all my number from their system. Surprisingly I received a letter today from Santander today apologising for the delay in dealing with my complaint, but to bear with them as they investigate !

 

lets see where this goes, still concerned I can't make payments to my account though.

 

Cheers

 

Ian

[The Ghost]

If you had problems with Santandr owing them money, definitely use one of the most abused pieces of legislation against them - The Lending Code March 2010.

 

As mentioned above Section 9 deals with financial difficulties. Have a read - it's easy reading. THEY should have spotted you were in difficulty and approached you first. Turn the tables and tell them, "I note from the Lending Code, to which you are subscribed, you should have noticed that I was in financail difficulties. Please can you explain why you ignored your obligations under the code and send me a copy of your Complaints Procedure in order that I can exhaust this preliminary route before taking more formal action. Meanwhile I repeat my offer of£x.xx per month on the condition that all interest and charges are frozen, and a default recorded on my Credit Reference File at the earliest possible opportunity."

 

Somrthing along those lines will encourage them to sit up and take a bit more notice hopefully.

[tioaboa]

Thanks Ghost,

 

Santander have written again today, investigation complete, and although apologising for phone calls. They seem to have completely grasped the wrong end of the stick, thinking I'm using a DMP company and are placing the account on hold for 40 days to allow me to arrange for them to contact them! time for a new letter me thinks.

 

Ian

[tioaboa]

here is my response to the latest madness. I'd appreciate some feedback.

 

Thank you for acknowledging that all our communications should be in writing, and you have placed my account on hold to allow breathing space.

 

I write because you seem to have grasped the wrong end of this stick here, I am not using a Debt Management company but arranging my affairs myself. I have been attempting to do this for the last 6 months, Santander remain the only company not to enter into an agreement with me to resolve this issue. As it is my intention to honour my outstanding debts as best I can in my current circumstances.

 

To this end I made an online banking payment to my account only for it to be returned, how am I supposed to make payments if you will not accept them when presented.

 

I have provided you on several occasions with a completed Santander Income and Expenditure form and a more detailed version, which details my outgoings, and on that form section F details my outstanding debts. My own document, which conforms to CCCS\CIFS guidelines details all my expenses and debts, has been accepted my other creditors as a true statement of my affairs. In return for this information I only seem to be receiving the same automated response letter. Your letters ask for bank statements and payslips, which as I understand it only a court can demand.

 

My offer still stands at £xx.00 based upon the calculations in the form provided.

 

I would be grateful if you could confirm your acceptance of my offer within our this holding period you have applied.

 

If this situation continues I feel I will have no option to make a formal complaint to the financial ombudsmen as in my view I feel you are not acting fairly in accordance with the current lending code.

 

I would appreciate all communication be in writing for the avoidance of doubt. This serves to protect both of us from the possibility of any misunderstanding.

 

I look forward to receiving a positive response from you.

 

Yours Faithfully

 

Thanks Ian

[citizenB]

Excellent letter..

[tioaboa]

cheers CitizenB, the buggers haven't responded yet though!

 

Cheers

Ian

[tioaboa]

Now then Merry Xmas and Happy New Year to one and all ....

 

Got a reply from retail collections today, advising that they have passed further collection to Moorcroft (... those of comic sans threat-o-gram fame!). I still have an open complaint as a far as i can see so do i tell Moorcroft to hold on while i settle my dispute with Satander or go straight to the ombudsmen and see what they can do?

 

not sure which is best or just forget it and negotiate with Moorcroft?

 

I really start to feel Satander are not paying any attention to the lending code.

[citizenB]

Hmm, not sure what is best advised here. There is an unresolved dispute and instead of dealing with it, Santander have farmed the account out. They have refused your payments and closed the account. Do you know if Moorcroft are just collecting or are they the new owners of the account?

[tioaboa]

Hi CitizenB,

 

Not sure, all these letters came yesterday, nothing from moorcroft yet, I've their number blocked already at home as i've an existing thing going on with Halifax. They should write soon i guess. The letter says collecting if that helps, I'm at work I can post it later if req.

 

Thanks

Ian

[dx100uk]

i'd do two things

 

check your cra file

 

lets get the facts of who owns its

 

then if it is santy then i'd complain to:

 

[email protected]

 

we've had good results going to the top!

 

dx

[tioaboa]

Thanks DX

 

Just checked me CRA it shows Santy still own the debt, the wording of the letter is they are asking Moorcroft to collect on their behalf.

 

Thanks

[dx100uk]

ok great

 

i'd complain to:

 

[email protected]

 

we've had good results going to the top!

 

dx

[tioaboa]

Hi All

 

how this look going to email santy CEO.

 

Dear Sir,

 

I write to you after very disappointing treatment from your retail collections department and complaints team. I am concerned that your company is not acting fairly, inline with the Lending code and OFT guidelines for dealing with financial hardship, to which I understand you subscribe.

 

I have been in correspondance with your collections dept since 21 May 2011 asking for the opportunity to make reduced payments on my credit card account. I am experiencing financial difficulties meeting my financial obligations. I have spoken to CCCS to gather advice and guidance. I wrote to you enclosing a through statement of affairs on 21 May 2011. I made a fair pro-rata offer of payment following CCCS advice. I was disappointed to receive a stock letter by return, although you froze interest and charges, you insisted on copies of bank statements and wage slips. As I understand it only a court can request this information, so I politely declined to provide this information. My other creditors have acted well and have accepted my offers of reduced payment without this information. However my offers have been consistently ignored by Santander. I have made a token payment of £5pm to the account throughout this time as it is my intention to honour my debts. However in late November my payment was returned to the bank, and I was later informed by letter that the account had been passed to a debt recovery company.

 

I have twice had to use your complaints system once to ask you to refrain from calling me at work and at all times of the day when I had asked for all correspondence to be in writing. To which you responded and promised to only correspond in writing. In late November I received a number of calls from your call centre even though I was assured my number had been removed from your system. I wrote back to Linda Dellow in your collections team to complain, the letter was passed to your complaints dept. However they wrote back not having read my letter clearly. I wrote back to explain myself more clearly and by this time your collections team had passed my details to a debt recovery company.

 

I write this in the hope you will act fairly and in accordance with the charters you subscribe to, if this still does not happen. I will be obliged to make a complaint to the OFT, and the Financial Ombudsman.

 

[dx100uk]

lots of grammar and spelling errors

 

dx