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Santander bank - still offending (Read 23,612 times)
allegro
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Santander bank - still offending
Dec 2nd, 2015 at 7:45am
 
While most of their publicly visible numbers are now 0800 there are still residues of 0845. When I log in to my account I see:

"This is the image and phrase you have selected. If you do not recognise these, do not log on.

Instead call us on our helpdesk number - 0845 600 4388."

When I needed to contact them yesterday about a large transfer the number given on the web page was 0845 606 2929. Fortuantely SayNo database came up trumps with an unverified number: 0800 731 2345 which worked.

Another Santander anomaly is that when you google them, the information panel that google gives says: Emergency: 0844 891 5062 as the only phone number.

I think it's another of those cases where a large organisation has a residue of 084 numbers and nobody has bothered to flush them out.
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« Last Edit: Dec 2nd, 2015 at 7:45am by allegro »  
 
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Ian01
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Re: Santander bank - still offending
Reply #1 - Dec 2nd, 2015 at 8:41am
 

If the old numbers simply play a free-to-caller announcement telling people to hang up and re-dial the new number, then there's no major issue here.

If the old numbers still work and put you through to someone, then that needs to be fixed. No doubt the old numbers do not have an indication of the Service Charge next to them, as required by Ofcom - in which case, you can be reasonably certain they have been simply overlooked.

It will be less effort to edit the number than to add pricing information next to it. In any case, the new FCA regulations effective 26 October 2015 require an 01, 02, 03 or 080 number for contact by existing customers.

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« Last Edit: Dec 2nd, 2015 at 9:54am by Ian01 »  
 
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allegro
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Re: Santander bank - still offending
Reply #2 - Dec 6th, 2015 at 7:54am
 
I have just formally complained to Santander about their continued use of 0845 numbers. In the automated response email was this gem:

Quote:
If you think you may have revealed your security details in any way, please call us immediately on 0845 600 4388. We're available 7am to 11pm Monday to Saturday, and 9am to 9pm on Sunday.
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Ian01
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Re: Santander bank - still offending
Reply #3 - Dec 6th, 2015 at 9:45am
 

When you call that 0845 number a recorded announcement tells you to hang up and re-dial an 0800 number.

The announcement also informs that this is a free call from landlines and from mobiles.

This isn't a case of 'please stop using 0845 numbers'. Instead, it's a case of 'please update your website  and other communications to show your new numbers'.
http://www.google.com/search?q=site%3Asantander.co.uk+0845
http://www.google.com/search?q=site%3Asantander.co.uk+08456

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« Last Edit: Dec 6th, 2015 at 9:56am by Ian01 »  
 
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bazzerfewi
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Re: Santander bank - still offending 0845 numbers
Reply #4 - Dec 6th, 2015 at 10:45am
 
Santander 0845 600 4388 the alternative number is 0345 6004388. This alternative number is available on the database.
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« Last Edit: Dec 6th, 2015 at 10:46am by bazzerfewi »  
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Ian01
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Re: Santander bank - still offending
Reply #5 - Dec 6th, 2015 at 10:50am
 

This isn't about trying to find alternative numbers - if you call the 0845 number you're told to call the new 0800 number.

This is about getting them to update their website to show those new numbers.



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bazzerfewi
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Re: Santander bank - still offending
Reply #6 - Dec 6th, 2015 at 11:03am
 
OK, I will contact the relevant department and inform them that they need to alter this entry. I have contacted British Gas and they were more than happy to alter the web entries, although some companies just ignore the information given.
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Ian01
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Re: Santander bank - still offending
Reply #7 - Dec 6th, 2015 at 11:17am
 
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SilentCallsVictim
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Re: Santander bank - still offending
Reply #8 - Dec 6th, 2015 at 11:18am
 
bazzerfewi wrote on Dec 6th, 2015 at 11:03am:
OK, I will contact the relevant department and inform them that they need to alter this entry. I have contacted British Gas and they were more than happy to alter the web entries, although some companies just ignore the information given.

This is a far and important point.

It should not be so, but many organisations find it difficult to deal with the administrative changes necessary to support a positive decision to change a telephone number.

Our experience is that, when you contact the right people - not always easy, failure to update published information is normally corrected relatively quickly and with gratitude and apology.

The fair telecoms campaign contacts organisations when it can, with the implied threat of media exposure of those reluctant to put their house in order. This should not however be necessary in all cases.

Where an organisation has "said no to 084/087", one would hope that members of this forum would wish to help its voice to be heard clearly, rather than seeking to encourage further use of this site in cases where it should be unnecessary.
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bazzerfewi
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Re: Santander bank - still offending
Reply #9 - Dec 6th, 2015 at 6:30pm
 
I have contacted companies large and small and while some ignore or just refuse to comply (BHS) being one of them.

British Gas is now in the process of changing all 084/087 numbers, they contacted me and stated that this was the case and also appologised
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allegro
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Re: Santander bank - still offending
Reply #10 - Dec 7th, 2015 at 3:48pm
 
I received this reply today. Not exactly wonderful.

Quote:
Good Afternoon Mr ******

Thank you for your email regarding the FCA regulations and the use of 0845 phone numbers. I have recorded your comments under reference 5519931.

I would like to explain that Santander was one of the first banks to change its main line numbers to 0800 and has committed to have all servicing lines across the bank migrated to 0800 by 2016.

If I can be of any further assistance, please do not hesitate to contact me or alternatively you can speak to one of my colleagues by calling 0800 9 123 123. Lines are open Monday to Saturday 7am to 11pm & Sunday 8am to 10pm.

Kind regards,

*******

Santander Customer Services
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bazzerfewi
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Re: Santander bank - still offending
Reply #11 - Dec 7th, 2015 at 4:43pm
 
who's kidding who

Headquarters: United Kingdom
CEO: Nathan Bostock
Emergency: 0844 891 5062
Founded: January 11, 2010
Parent organization: Santander Group
Subsidiaries: Bradford & Bingley, Cater Allen, Santander Private Banking
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bazzerfewi
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Re: Santander bank - still offending
Reply #12 - Dec 7th, 2015 at 4:44pm
 
And that was without any effort and took me around 1 minute.
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bazzerfewi
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Baz

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Re: Santander bank - still offending
Reply #13 - Dec 7th, 2015 at 5:05pm
 
allegro wrote on Dec 7th, 2015 at 3:48pm:
I received this reply today. Not exactly wonderful.

Quote:
Good Afternoon Mr ******

Thank you for your email regarding the FCA regulations and the use of 0845 phone numbers. I have recorded your comments under reference 5519931.

I would like to explain that Santander was one of the first banks to change its main line numbers to 0800 and has committed to have all servicing lines across the bank migrated to 0800 by 2016.

If I can be of any further assistance, please do not hesitate to contact me or alternatively you can speak to one of my colleagues by calling 0800 9 123 123. Lines are open Monday to Saturday 7am to 11pm & Sunday 8am to 10pm.

Kind regards,

*******

Santander Customer Services


If Santander are attempting to elliminate Premium rate numbers they are not doing very well
0845 765 4321
0844 891 5062
0844 335 6344
0844 800 6038
0844 809 4953
0843 227 7580
0871 230 1213
0844 335 6630

These are a few of the numbers all from the Santander Site within a few minutes
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bazzerfewi
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Re: Santander bank - still offending
Reply #14 - Dec 7th, 2015 at 5:39pm
 
I have logged the complaint with Santander let us see how they respond, even the emergency CEO contact details were via a 0871 number
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